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Cold Calling From Scratch

This system has made it into many countries and has proven to me that no matter where we are from, we have thoughts and emotions which can be changed to help us all succeed.


Cold Calling Team Meetings

Read actual success and motivational meetings delivered in a Cold Calling Sales company in the book written about how to achieve success Streets to Success

Cold Calling Telemarketing Lead Generation - The Street Kid Who Made MillionsLead Generation





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Cold Calling?

Cold calling is taking a list of prospects who are not currently your customers and who are not expecting your call, and you start calling them, one at a time, and offering your sales pitch over the phone.

Features, Benefits and Advantages of Cold Calling
  1. Finding, qualifying, and selling to new customers

  2. Offering top-notch customer service

  3. Identifying any problems customers may have and fixing them

  4. Dealing with a prospect or customer complaints and then transforming them into happy prospect or customer with positive outcome potential i.e. an appointment or sale

  5. Fostering relationships and building trust between you and your prospects and customers

  6. Setting up appointments to sell a product/service that requires a demonstration in person

  7. Handling technical support calls so customers can better utilize your product or service

  8. Accepting verbal orders and taking credit card information as payment and voice contracts

Traits of a Telemarketer

  • Self-starters
  • Articulate
  • Good listeners
  • Well-organized
  • Computer-savvy
  • Outgoing friendly
  • Highly focused
  • Always professional
The Telemarketing Industry

Telemarketing and Cold Calling Environment

The ongoing growth in the telemarketing industry is staggering.

There are countless products and services you can sell over the telephone and numerous selling techniques that you can use to promote products. Once you have acquired the knowledge and have developed the necessary skills to communicate and generate with the telephone as your only tool, your potential becomes truly limitless.

  • More than 70% of business transactions take place over the telephone
  • There are approximately 7,000,000 agents working in 70,000 call centres in the United States
  • In 1996, Australia had approximately 10,000 agents working in 800 call centres
  • The worldwide call centre services market totalled $23 billion in revenues in 1998
  • In 2010, the Asia Pacific Region totalled more than $20 billion

Telemarketing is all about using the telephone to enhance sales, foster better relationships and systemising the process behind your calls to make it easier to target prospects.

Know Your Industry
Cold Calling History

March the 10th 1876 in Boston, Massachusetts, Alexander Graham Bell invented the telephone. Could he have imagined back then what importance his device would have 130 years later. Welcome to the Contact Centre Industry, commonly referred to as, the Call Centre Industry!

The industry informally changed the name from Call to Contact due to technology gains and new marketing initiatives that were not always relevant to making Calls to prospects, but always with some form of contact.

For me, the Contact Centre industry is very exciting, ever changing, often a challenge and highly rewarding. For you, it will be whatever you choose it to be.

Just about every company in every industry could benefit from hiring skilled telemarketers, whether it is to respond to incoming calls, provide telephone-based customer/technical support, or make outgoing cold calls to generate sales.

People often say that Telemarketing is unskilled work, I say you have to be very skillful to be successful in this industry. So many things have changed in the past 40 years of Direct Marketing. Who would have thought an individual could receieve six figure fines for certain breaches let alone the seven figure fines a company can receive. These are obviously for severe gross misconduct and many due to privacy.

The days of just picking up the telephone and a phone book and making calls are over. There are many legalities you must watch out for and many customers are just waiting for your call due to the amount they have received. The language has become increasingly colourful over the past decade.

Industry Reform - The Do Not Call Regisiter
Telemarketers Beware of Data Lists

Heavy competition for market share created a high demand for "sales activity", which put the "Contact Centre" industry into a hive of activity through "Direct Marketing" initiatives, like outbound calling. The "Business-to-Business" and the "Business-to-Consumer" markets could not get enough, no matter how much they received, they wanted more and more. Suppliers reduced prices to get an advantage over their competitors", which created a bigger need for sales for them to remain profitable. The competition then reduced their prices to remain competitive.

Now all suppliers were not only fighting for market share but fighting to remain in business.

To reduce costs some businesses attempted their own "Direct Marketing" campaigns and found that they were the experts in their fields but not so good at "outbound calling". When this started to cost more money than anticipated many large corporations took their business offshore to "India and the Philippines" as they could pay around three or four dollars per hour per seat. This worked for divisions like technical support, debt collection and for monopolies who had consumers that did not have a choice.

Due to a series of things like the language barrier, cultural forwardness and a few "media hyped" stories about "offshore call centre workers" stealing from credit cards gained over the phone the Australian small to medium businesses simply decided they would not respond to the calls.

Australian Telephone Company fined for Do Not Call breaches - Peter Moon

Australian Telephone Company has paid a $101,200 infringement notice for telemarketing to numbers on the Do Not Call Register more than 30 days after they were registered. ACMA announced its biggest scalp yet under the new law, following an investigation into calls made by an offshore call centre on behalf of the carrier. Inexplicably, the carrier allowed illegal calls to continue after ACMA had raised concerns based on several complaints.

"The investigation found that inadequate compliance systems, procedures and supervision had contributed to calls being made to numbers on the Register where the consumers were not existing Telstra customers."

Telstra may be the biggest Do Not Call catch so far for ACMA, but it is not the record penalty payer. That "honour" belongs to Dodo at $147,400.

Article published - August 18, 2009 View The Full Article

The Impact of Reform
Sales and Marketing Tips and Techniques

Losing such a large number of business prospects from our "Ok to Call" list and a further increase in demand from suppliers generated further animosity between "Businesses and Telemarketers". The Industry was in the midst of a "Nationwide Reform" and many businesses were facing massive losses and possible closure.

Many corporations using mass marketing to drive revenue are also held accountable to their "Brand Values". The accountability to Brand Values should outway financial gain however in my experience the term is more frequently used when there is an illogical decision is being justified. It does not matter what we do in life every action we take will upset somebody. Not to discredit the importance of these Values as they do have an important place however it is amazing how "Brand Values" often only apply when a hard decision needs to be made.

Lets take the article regarding the "Do Not Call Register". It was announced that the ACMA penalised this Australian Carrier due to its disregard for the new legislation and that it had not made adequate steps to ensure that they were appropriate safeguards in place. Their legal department made a blanket rule that none of their Channel Partners could use a third party for direct marketing. The interesting point about this is that the Carrier attempted to steer the focus on to third parties for the breach.

Their legal department sent a blanket letter to its dealers stating that they are not to use Lead Seekers Australia or any other third party for outbound telephone services. If they had done their research they would have found that this Contact Center not only had a 100% clean slate with the ACMA over the previous four years but they also provided the foundation for National Policies for many other telecommunications companies inlcuding one of their biggest competitors.

I guess they have not actually Been Everywhere Man.

Developing the Industry
Key Result Areas and KPIs

The direction taken to keep up with the evolving commercial world included the introduction and integration of several key elements directly impacting the "Key Result Areas" which gave instant market leadership across industry to a small number of operations. The Key Elements included;

  • Technology
  • Database Flexibility
  • Behavioral Science
  • Training and Coaching
  • Key Performance Indicators
  • Team Work

Each area proving fundamental in achieving desired results from the increased demand and the decreased target market. Once the processes were implement and tested for sustainability and flexibilty it was proven that the one element that was most suseptible to fluctuations was the human element.

  • The client did not change
  • The Script did not change
  • The target market was still at an adequate level
  • The technology was the latest available

The one thing that changed frequently was the attitude and performance of individuals and teams.