Support services are working to keep up with an ever-changing direct
response landscape. Teleservices remain relevant despite growing
purchases from the Web. Payment processing is going mobile. And
fulfillment companies are getting retail savvy.
“You better start swimmin’
Or you’ll sink like a stone
Even though Bob Dylan’s words are nearly a half-century old, they may be just as relevant today as they were in the tumultuous 1960s. No doubt, many in the DR support services space agree. Take teleservices as an example. The simple fact is this: More people are buying products from the Web. You might
think this would worry Jim Speidel, vice president of new business development for
Omaha, Neb.-based West Direct.
After all, if more people are buying products from
the Web, they’re not calling into telemarketing firms.
Speidel’s not sweating.
“We don’t see Internet migration as a combat situ-
ation,” Speidel says. “The Web is another channel in
helping our clients sell products to consumers in their
preferred method of communication.”
Mary Shanley, president of Chicago-based TTC
Marketing Solutions, agrees. “That’s business — it’s
constantly changing, upgrading and getting easier for
consumers,” Shanley says.
Teleservices Expands Its Offers
That includes her business, too. “Most teleservices
companies have expanded their services beyond just
providing sales for clients,” Shanley adds.
That services menu includes customer reactivation, inquiry conversion, callback confirmation,
upsell programs and — as a sly response to more Web