Frequently asked questions

Outsourcing to Voicentric offers numerous advantages that can significantly benefit your business. With our experienced team already in place, we can start campaigns very quickly, ensuring that you see results without delay. Our 20+ years of experience in telemarketing mean we understand how to make it work effectively, and we provide callers fluent in native languages to ensure clear and effective communication.

In many organizations, new business development is everyone’s responsibility, yet no one takes full ownership. Managing in-house staff can be costly and time-consuming, often failing to provide the necessary tools, data, systems, and training to be successful.

By outsourcing to Voicentric, you pass the responsibility to a company whose job is to do telemarketing day in and day out. Our ready-prepared and experienced team, bespoke infrastructure and reporting tools, and experienced programme managers are ready to hit the ground running. You avoid the costly recruitment process, the administrative burden of onboarding new staff, and the commitment if things don’t work out. Instead, we offer a flexible, adaptable, and scalable solution that has been tried and tested by companies in your sector and for your target customers.

Ultimately, outsourcing to Voicentric provides you with the flexibility and instant delivery that a permanent in-house sales team cannot offer. It’s all about finding the best solution for your business, and with Voicentric, you get a partner dedicated to helping you grow and succeed. Take a look at our testimonials and give us a call to learn more.

Telemarketing has an ability to build relationships with customers and gather valuable feedback through research and customer care calls. People still prefer buying from people, especially when the value of the sale is higher, and the requirements are more complex. Telemarketing provides a personalized experience, allowing businesses to address customer concerns and questions in real-time, leading to increased customer satisfaction and loyalty. This is especially important in the Life and Materials Science sector.

One of the primary advantages of telemarketing is the ability to directly reach high-value potential customers who may not respond to other marketing channels. It is often more effective than other marketing channels such as email or direct mail, as it allows for personalised communication and immediate feedback. Telephone calls allow for confident lead qualification and can result in strong referrals to new and relevant contacts, when old data would otherwise be left in the inbox of an outdated contact.

Many things set us apart – our long experience in the sector, the intelligence and independence of our teams, our language capabilities, global reach and our unique approach. The quality of the work we produce is something we take pride in and is hard to match.

For more information, visit our “About” page on the website and read about what makes us special.

At Voicentric, we specialise in what we describe as “intelligent telemarketing” and B2B lead generation services. We contact people by phone, but we don’t stick to rigid scripts. Our approach involves personal and direct communication with your target customers, ensuring that we engage intelligently, sensitively, and effectively with potential buyers worldwide.

No. We continually update call guides that support our trained calling teams who specialise in holding engaging conversations; capable of adapting to calls, handling objections, steering the conversation, finding pain points, cross selling and profiling labs for your future endeavours. Our guides provide prompts, advice, checklists and product details that relate to the extensive training that is provided to our team.

Scripted calls are restrictive, easy to spot and ineffective. Our high calibre calling team, experienced in our niche sector, can uphold your brand reputation and put across your value proposition clearly to customers in a responsive and personal manner that caters to people with varying knowledge of your brand, products or technologies.

At Voicentric, we offer a comprehensive range of services designed to enhance your marketing and customer engagement efforts. Details of our service can be found in our website’s Services Page.

Our core services include:

• Lead Generation: We specialize in generating high-quality leads that match your target criteria, ensuring that your sales team has a steady stream of potential customers to engage with
• Demand Generation: Our demand generation services focus on nurturing interest and building awareness for your products or services, helping to create a pipeline of prospects who are ready to engage
• Lead Qualification and Nurturing: We provide ongoing lead qualification and nurturing programs to ensure that all your prospects receive timely and personalized follow-ups, increasing the chances of conversion

Other services include Prospect Research, Data Enrichment and Cleansing, Inbound Call Services, and Voice of Customer campaigns.

Contact us now to discuss our full offerings and learn how we could support you.

Our clients are mostly in the Life and Material Sciences sector. We’ve been working in this field since 2002 and have considerable experience in what works and what doesn’t. We are open to, and do work with, clients in other sectors that benefit from the high-quality services that our niche sector require.

Initial conversations are best conducted by phone. We then often follow up with emails and further phone calls to fully qualify a person’s interest. We do not use multi-line dialler systems; our callers are intentionally placing calls, aware who they are calling and why.

Our calls are conducted by a highly skilled team, many of whom hold post-graduate degrees. They are extensively trained on client technologies and product applications, ensuring clear and credible presentations. Our multilingual and multicultural team members engage intelligently and sensitively with potential buyers worldwide, addressing customer concerns in real-time for increased satisfaction and loyalty. Voicentric is an Employee Owned Company, with each caller having a vested interest in the success of our client’s campaigns.

No. Many of us are, and we have in-house scientists responsible for understanding your products and training our teams. The main prerequisite of successful telemarketing is the ability to communicate effectively. We employ outstanding communicators who are highly intelligent and quick learners, meaning they can understand and communicate your products effectively.

Every project we do is unique, so we are not in the habit of providing guarantees. There are a range of variables that can influence how successful a project will be – data quality, current brand awareness, market demand etc. That’s why we start with a pilot campaign; to understand what works and to set expectations for a longer relationship. If things aren’t working, you can end the project at any time and only pay for the work we’ve done to that date.

You can pull out of a project at any stage, and you’ll only pay for the work we’ve done to that date. We’re confident this won’t happen, but you have that safety-net.

Our reports are generated in Power BI and are available in a secure SharePoint portal or can be emailed to you in PDF format. We will provide you with a weekly progress report that provides a compressive account of all activity conducted during the campaign, complete with headline statistics and an overview of results to date for all key metrics.

Notes from successful call interactions are provided in weekly updates and in a format that can be easily shared or uploaded to your internal systems. Hot, time-sensitive leads are fast tracked to you.

We recommend regular review calls with your Programme Manager so that you remain informed, and the campaign continues to meet your expectations.

Our bespoke CRM and reporting tools enable monitoring of your project so we can adapt our approach, be responsive to identified trends, proactively make improvements or suggest changes to you. Our custom-made CRM allows capture of every call attempt made and details of every conversation had (regardless of outcome) to help profile customers for future marketing purposes and optimise future datasets or nurture strategies.

The bulk of our work is marketing, nurturing and lead generation. We generate and qualify the interest and pass leads to your sales team. Some of our projects go further into the sales pipeline, including needs analysis and product demonstrations. Contact us now to let us know your ideas…

To enquire about pricing for your upcoming projects, Contact Us now or Book an Appointment for a call – we’d be happy to answer any questions you have.

Clients pay for Voicentric time and expertise, and the price of a campaign therefore depends on its scale. Calling time, management costs and client reporting are all included in our campaign fees, with no supplementary charges for our normal activities.

Yes, we are fully GDPR compliant and have extensive security and data protection measures in place. Should you require specific details, feel free to reach out and learn more.

Under GDPR, we can call your customers using legitimate interest as the basis for processing. However, gaining consent for regular contact will help make prospects more receptive to future communication from you and allow you to use additional channels, such as email. Voicentric can capture opt-in consent during a campaign to help you market more effectively to your customer base.

Not necessarily – we can conduct research to find new prospects as part of the project.

Take a look at our website to learn more about how we handle Data.

Absolutely! We are specialists in what we do and are here to apply our experience to support you. Our team will start by discussing your needs, objectives, and pain points, and can help review or form your intended strategy. Our experience in our niche sector means we know what should work, and we will be honest if we think a plan won’t work, needs improving, or should be prepared for a different time.

We can work with you to identify your target audience (location, company size, sector, target persona, etc.), form a compelling value proposition, and draft a call guide for you to review. We can present campaign options and take the lead in implementing the plans to meet your goals. We provide ongoing support and regular updates throughout the campaign to ensure everything runs smoothly and meets your expectations.

If you have any specific questions or would like to learn more about how we can support your business, please feel free to contact us.

Very quickly. Once an agreement is signed, we can start within a matter of weeks.

Yes, but there is always a trade-off to consider.

We have constructed a bespoke CRM system using Microsoft Dynamics 365 (Cloud Based) that is tailored for telemarketing productivity and customer profiling. This allows efficiency of calling, ease of data sorting and prioritisation, detailed data capture, and optimised monitoring and reporting. Our CRM is carefully curated and free of duplicates or missing details. Our platform is not a generalist, off the shelf tool; it has been perfected for providing the specialist services we provide. This is the optimal platform to conduct our work, and we can provide regular reports or bulk data exports for upload to client CRM systems.

We can work in your CRM, provided you can give us login details or accounts to use. We have experience using a range of client CRM systems and can follow your preferred methods for data handling. Working in your system can be especially useful for lead scoring projects and when inbound data sources require immediate attention / turnaround. Whilst we can work in your systems, you should be aware that this will reduce the productivity of your campaign relative to working in the Voicentric CRM system.

Absolutely, this is our preferred way of working. It is important that your team are aware of our operations, bought into the project and understand that a Voicentric lead is going to be of higher quality than the leads they are used to.

Where possible, we like to introduce ourselves to your sales team, present our methods and create feedback loops. For some initiatives we can arrange appointments based on shared calendars and individual sales rep preferences. If you have a large sales team, you may prefer for us to coordinate with your sales directors.

Our goal is to do the leg work for your sales team, freeing up their time to focus on what they are best at – closing sales.

For projects calling primarily or exclusively into non-English speaking countries, we can provide native speakers in a range of languages (e.g. German, French, Spanish, Italian, Portuguese, Mandarin).

Not really – we call globally. Our operations span the Americas, Europe, the Middle East, and the Asia-Pacific regions, ensuring seamless communication in multiple languages across all time zones. Key to this, is our team of native linguists.

Whether you’re targeting large corporations, academic or governmental institutes, or innovative start-ups, we have the expertise to reach the decision makers who matter most to your business.

We specialize in contacting individuals who use or procure scientific products, ranging from end users to company owners, at industrial plants to molecular diagnostics labs.

Our team reaches decision makers from a wide range of business types and understands what matters to contacts in different job functions and roles.

Contact us today to discuss your plans or inquire about our experience in reaching the companies you wish to target.

We appreciate that the scale of work you undertake with us will be influenced by the resources at your disposal to act on our results and convert leads into sales. It’s important to consider your ability to act on our leads in a timely manner to avoid a diminished return on your investment or for opportunities to go cold. This is something we will often discuss with you prior to starting a pilot campaign.

Voicentric can support you in keeping prospects engaged and nurtured if you have a temporary backlog, we can support your sales team, help book appointments and bridge the gap between marketing and sales.

You have the option to pause a project if required, but we can often work with you to find solutions to help increase your capacity, utilise our support, and help you grow.

Simply contact us using our contact form or book an appointment for an introductory call using the link at the top of the page. We’d be very happy to discuss your requirements.

Our offices are in Durham, UK.

We have a Hybrid Working Model, with employees benefitting from time together in the office and the flexibility to also work from home. We have remote workers based around the world.

Our Hybrid Model and remote working solutions allow for the recruitment and retention of the best talent available.

Absolutely! You’re welcome to visit our offices and see us in action. If it’s more convenient, we can also come to see you.