Research report on telemarketing telephone service industry in 2024

The telemarketing telephone service industry mainly relies on the telemarketing outbound call system to provide telephone sales, marketing and customer service for enterprises. In recent years, telemarketing has been widely used in various enterprises, involving insurance financing, financial credit, education and training, real estate, domestic clubs and so on. In the traditional mode, most enterprises mainly rely on manual telephone sales, and company employees contact end customers by calling every day. This kind of mode has high input cost and low efficiency. With the development of Internet technology, more and more enterprises will choose to access the telemarketing outbound call system, and use intelligent telephone robots to indirectly replace labor, so as to improve the efficiency of making calls.

According to the statistics of relevant institutions, the market scale of domestic telemarketing jobs exceeds tens of millions. At present, human operators are still the most selected by enterprises, and the utilization rate of intelligent telephone robots is not high. However, with the investment of smart phones, there are fewer and fewer artificial seats, and the practical problem of "high turnover rate and difficulty in recruiting people" of manual operators, it is expected that AI telephone robots will be used on a large scale, and the market share of smart phone robots will gradually expand.

The market scale of telemarketing telephone service industry is constantly expanding. With the development of economy and the improvement of people’s living standards, more and more enterprises and individuals are beginning to realize the importance of telemarketing and service. They need to use the telephone to promote products, promote brands and provide customer service. Therefore, the market demand of telemarketing telephone service industry is also growing. According to statistics, the global telemarketing telephone service market has reached billions of dollars, and it is still growing.

In addition to traditional telemarketing and customer service, the industry also provides many other services, such as teleconference, telephone survey and telemarketing outsourcing. These services cover all walks of life, including finance, insurance, medical care, education, retail and so on. With the development of technology, telemarketing telephone service can also provide advanced functions such as voice navigation, voice recognition and voice synthesis, which further improves the diversity and convenience of the service.

The competition pattern of telemarketing telephone service industry is also changing constantly. With the expansion of the market, more and more enterprises began to enter this industry, and the competition became more and more fierce. In order to stand out from the competition, enterprises need to constantly innovate and improve their services and improve their service quality and efficiency. In addition, telemarketing telephone service providers also need to constantly improve their technical strength and management level to cope with the changing market demand and competitive environment.

In addition, the development of telemarketing telephone service industry is also facing some challenges. First of all, with the development of technology, people’s expectations and requirements for telephone service are getting higher and higher, which brings greater pressure and challenges to telephone service providers. Secondly, telemarketing telephone service providers need to process a lot of data and information, which requires them to have higher data processing and analysis capabilities. In addition, telemarketing telephone service providers also need to deal with different customer groups, which requires them to have higher communication skills and service awareness.

However, despite these challenges, the prospect of telemarketing telephone service industry is still very broad. With the acceleration of digitalization and intelligence, telephone will become an indispensable part of people’s daily life. In addition, with people’s pursuit of convenient, efficient and personalized services, the demand for telemarketing telephone services will continue to grow. Therefore, the telemarketing telephone service industry will have more opportunities and challenges, and it is necessary to constantly innovate and improve services to meet the changing market demand.

• Call center: This is the most basic and common type of telemarketing telephone service. The call center is responsible for receiving calls, recording information, tracking and so on. They are usually composed of professional telephone service personnel, providing customers with various services, such as sales, consultation and after-sales service. The characteristic of call center is that it can handle a large number of calls efficiently and provide high-quality service at the same time.

• Telemarketing: Telemarketing is a telemarketing telephone service aimed at sales. It is usually conducted by a sales team or an independent sales representative to promote products or services to potential customers by telephone. Telemarketing is characterized by its strong pertinence, which can quickly screen out customers with purchasing intentions, but it may also cause some people’s disgust, so it needs appropriate communication skills and strategies.

• Telephone survey and consultation: This type of telemarketing telephone service is usually used for market research, customer satisfaction survey, product testing and so on. Professional survey companies or consulting companies collect customer information and feedback by telephone to help enterprises understand market trends, customer needs and product feedback. The characteristic of telephone survey and consultation is that it can collect data quickly and accurately, and provide support for enterprise decision-making.

• Telephone technical support: This type of telemarketing telephone service is usually used to solve the customer’s equipment failure or technical problems. The technical support team provides customers with timely help and solutions by telephone to ensure the normal operation of their equipment. The characteristic of telephone technical support is that it can quickly respond to customers’ needs and provide immediate help and solutions.

• Other special categories: in addition to the above categories, the telemarketing telephone service industry also includes some special types of services, such as telephone advertisement monitoring, telephone customer relationship management, telephone speech training and so on. These services provide customized telemarketing solutions according to different needs and scenarios.

Each type of telemarketing telephone service has its own unique characteristics and advantages, which are suitable for different scenarios and needs. When choosing the appropriate type, enterprises should make decisions according to their own goals, resources and customer needs.

We believe that the telemarketing telephone service industry is a field full of opportunities and challenges. In this industry, enterprises need to have professional skills and knowledge, and at the same time pay attention to customer experience and service quality in order to win the trust and loyalty of customers. With the progress of science and technology and the development of the market, the telemarketing telephone service industry will continue to evolve and develop, bringing more convenience and innovation to people’s lives and work.

(1) Sales model: telemarketing service enterprises promote products or services to potential customers through telephone sales. This sales model has the characteristics of high efficiency and convenience, and can quickly reach the target customer groups. The application modes of the telemarketing companies are mainly divided into the following three categories:

The first is the internal team model, in which the telemarketing company has its own internal sales team. These teams are usually made up of experienced salespeople with professional sales skills and good communication skills. The company will provide training and development opportunities to ensure that the sales ability of team members remains competitive. In addition, the internal team model can also achieve comprehensive management and supervision of team members to achieve higher sales targets.

Secondly, outsourcing cooperation mode, which is a common operation mode of electricity sales companies. In this mode, the telemarketing company outsources the sales task to a partner with a professional sales team. These partners are usually outsourcing companies or individuals who have undergone strict screening and training, and they can provide high-quality sales services. Through the cooperation with partners, the telemarketing company can quickly expand the sales scale and save internal operating costs.

Finally, it is the platform matching mode, which is a new operating mode of electricity sales companies. In this mode, the telemarketing company acts as an intermediary platform to match sales opportunities with sales personnel. Through the intelligent matching algorithm of the platform, the telemarketing company can accurately assign the appropriate sales personnel to the corresponding sales opportunities and achieve the best sales effect. This model is flexible and efficient, which brings more choices and convenience to sales staff and customers.

(2) Customer group positioning: telemarketing service enterprises usually choose appropriate customer groups for sales according to the characteristics of products or services. For example, the sales team for enterprise customers will choose enterprises with similar needs to sell; For the sales team of individual users, individuals with relevant needs will be selected for sales.

Sales strategy: Telemarketing service enterprises will formulate different sales strategies according to different customer groups and product characteristics. For example, for products with higher prices, more detailed sales strategies will be adopted to gradually guide customers to understand the advantages of products; For products with lower prices and facing the majority of users, we will adopt relatively simple sales strategies to quickly attract customers to buy.

(3) Service mode: Telemarketing service enterprises not only provide product sales services, but also provide corresponding after-sales services. Through telephone, WeChat, SMS and other means, telemarketing service enterprises can solve customers’ problems and feedback in time and improve customer satisfaction.

(4) Profit model: The profit model of telemarketing service enterprises is mainly realized by selling products or services. At the same time, telemarketing service enterprises will also make profits by providing customized services and charging a certain service fee.

The business model of telemarketing telephone service industry is based on the above aspects. In actual operation, telemarketing service enterprises need to flexibly adjust their sales strategies and service models according to their actual situation and market environment in order to maximize their commercial value.

The electricity sales model has been paid more and more attention and applied in the market, and has now become an important way to promote products. Enterprises will improve the conversion rate of telemarketing through more professional, mobile and personalized means, and will continue to grow in the future. In this Internet era, enterprises will inevitably pay more and more attention to digital transformation and upgrading, and embark on their own smart road.

The top five rankings of electric sales robots are as follows:

(1) Yunyi intelligent telemarketing robot: Through artificial intelligence and machine learning technology, it can help enterprises to automatically handle telemarketing processes and improve work efficiency. It can independently recommend suitable marketing schemes according to the needs of enterprises and play an auxiliary role in the sales process. Yunyi intelligent telemarketing robot has been launched in Yunfu city and has been welcomed by many enterprises. Its appearance also means that the traditional telemarketing industry is developing towards intelligence, automation and high efficiency.

(2) Guangshu Robot: It is one of the earliest domestic four little dragons in China, and has a wide range of applications in the sales field. Its products are reliable in quality and performance, and deeply trusted by consumers. In the field of telemarketing, Guangshu robot has a certain market share and has a high competitiveness in the market development. Therefore, Guangshu Robot is considered to be an excellent brand of electric sales robot.

(3) Excellent customer service telemarketing robot: it is an omni-channel integrated customer service system, which integrates multiple customer service channels to help enterprises establish a perfect customer service system.

(4)Zendesk Sell: It is an electronic sales robot based on artificial intelligence. It provides more accurate customer information by analyzing customers’ behaviors and interests, and can automatically follow up emails, provide sales insight and forecast, making the sales process more efficient and intelligent.

(5) The sales promotion robot is an intelligent robot based on intelligent speech recognition and machine learning algorithm, which can replace manual sales and improve efficiency in the sales scene. Through the algorithms of semantic understanding, voiceprint recognition and machine learning, it simulates advanced sales speech to call target customers and screen intended customers, effectively replacing manual mechanical work.

The technical development of the telemarketing industry is mainly reflected in the following aspects:

(1) Application of artificial intelligence (AI): AI is more and more widely used in the telemarketing industry. For example, AI can analyze and predict customers’ needs and preferences, and formulate personalized sales strategies based on these data. At the same time, AI can also help telemarketing enterprises improve customer satisfaction and reduce operating costs.

(2) Application of big data and cloud computing: By using big data and cloud computing technology, telemarketing enterprises can collect and analyze customer data more effectively, so as to better understand customer needs and provide more accurate personalized services. At the same time, these technologies can also improve the efficiency and quality of electricity sales.

(3) Application of blockchain technology: Blockchain technology can improve the transparency and security of transactions and prevent fraud. In the telemarketing industry, blockchain can be used to protect the confidentiality of customers’ sensitive information, and establish a decentralized and tamper-proof digital account book to provide real transaction transparency.

(4) The application of VR/AR technology: VR/AR technology can bring more innovative solutions to telemarketing, and introduce goods and services in detail. This technology will create a scene of face-to-face communication with customers, giving them the opportunity to experience and test products in person and further enhance the user experience.

(5) Application of chat bots: Chat bots can handle relatively simple tasks, such as automatically answering customers’ questions and providing product information and help. This can improve the efficiency and quality of telemarketing and reduce the cost of manual service.

(1) Special Action Plan for Comprehensive Remediation of Disturbing Telephone Calls

The Ministry of Industry and Information Technology and thirteen ministries and commissions have formulated the "Special Action Plan for Comprehensive Remediation of Harassment Calls". Next, the Ministry of Industry and Information Technology will work with relevant departments to implement relevant work. The Ministry of Industry and Information Technology will rely on the existing national fraud phone prevention system to establish early warning, monitoring, identification and interception functions for commercial marketing harassing calls, improve the prevention of illegal and malicious harassing calls, and gradually form a national technical prevention capability for harassing calls.

Key definition: marketing calls without user’s consent are harassing calls.

According to the Ministry of Industry and Information Technology, the competent departments of various industries regulate the commercial marketing behavior of their own industries, improve the management rules and system requirements of telephone marketing of enterprises in their own industries, and focus on rectifying and standardizing the commercial advertising behavior of loans, wealth management, real estate agency, education and training, securities and stocks, insurance promotion, talent recruitment, domestic service, maternal and child health care, tourist visas and other businesses, and standardize the personal telemarketing behavior of employees. Those who continue to use telephone outbound methods to disturb the people will be punished according to law and publicly exposed.

The Ministry of Industry and Information Technology said that it will explore the establishment of a national comprehensive service platform for anti-harassment information, statistically analyze users’ willingness to receive all kinds of commercial marketing information, and guide basic telecommunications enterprises, mobile resale enterprises and call center enterprises to strengthen the standardized dissemination of commercial electronic information. For users’ complaints and reports, the Ministry of Industry and Information Technology and various departments establish a mechanism for handling, verifying, handling and exposing harassment matters. Regularly publish the "inventory of harassing phone reports".

Two-pronged approach: the Ministry of Public Security and industry authorities work together to strengthen the protection of personal information.

Personal information protection is a systematic work. The Network Security Law and the Decision of the Standing Committee of the National People’s Congress on Strengthening Network Information Protection have made detailed provisions on personal information protection, and related work is also led by the Central Network Information Office. At present, a series of special work has been carried out and certain results have been achieved.

In the special campaign to comprehensively rectify harassing calls, on the one hand, the industry authorities will urge enterprises in the industry to strengthen the protection of users’ personal information; On the other hand, the public security department will take the lead in cracking down on all kinds of illegal and criminal acts involving the disclosure of personal information.

1. Notice on Strengthening Call Center Business Management

In order to strengthen the management of harassing calls and protect the legitimate rights and interests of users, the Ministry of Industry and Information Technology recently issued the Notice on Strengthening the Management of Call Center Services, requiring local communication administrations, basic telecommunications business operators and call center business operators to strengthen the management of access, code number, access and business behavior, and resolutely implement the relevant requirements for harassing calls from a political perspective to effectively curb the problem of disturbing people by calling centers. At the same time, it puts forward the work requirements of organizing self-examination and rectification, strengthening credit constraints and strengthening supervision and management.

According to the Telecommunications Regulations, the Measures for the Administration of Telecommunication Business License, the Measures for the Administration of Telecommunication Network Code Resources and the Classified Catalogue of Telecommunication Services (2015 Edition) and other relevant provisions, we hereby notify the relevant matters on strengthening the management of call center services as follows:

(1) Strengthen access management

To operate the call center business, the business license must be obtained according to the regulations. In the process of licensing acceptance and examination and approval, the telecommunications regulatory agency shall organize on-site inspection of the applicant’s office space and personnel, and the applicant shall cooperate. Concealing the relevant information or providing false materials to apply for a telecom business license, the telecom regulatory agency shall not accept or refuse the administrative license, and give a warning. The applicant shall not apply for the administrative license again within one year.

To operate the call center business, it should conform to the business form defined in the Classification Catalogue of Telecommunication Services (2015 Edition), that is, to set up a call center system, obtain the access number of telecommunication services and voice trunk line resources according to regulations, and provide information consulting services that mainly accept incoming calls from users. If it is really necessary, telephone call-out services such as instant return visit and information consultation can be provided through contracts, agreements and other means with the consent of users, but commercial marketing telephone call-out services are not allowed.

In the process of licensing acceptance and approval, the telecommunications regulatory agency shall carefully screen the business form to be provided by the applicant in combination with the on-site inspection. For those who do not have the conditions to carry out business or intend to provide commercial marketing telephone outgoing service, the telecommunications regulatory agency shall not accept it or grant administrative license according to law. For the call center business, the enterprise must submit a letter of commitment for harassing calls.

(2) Strengthen code number management

In principle, the call center telecom service access number only opens the incoming call function, and if it is really necessary to open the outgoing call function, the enterprise shall submit a commitment letter of non-violation outgoing call. According to the application and commitment of the enterprise, the telecom management institution shall indicate the incoming and outgoing call function of the code number on the certificate of resource use of the telecom network code number.

Before opening the service, the call center business operator shall truthfully record the relevant information of telecommunication service access number in the "code number resource management system" as required. The filing information includes the access to the basic telecommunications enterprises, use purposes, incoming and outgoing calls, etc. If the filing information changes, the call center business operator shall change the filing information through the code number resource management system within 10 working days from the date of obtaining the approval document (including certificate) for the change.

Call center business operators should use the telecommunications management institutions to provide services to their nuclear telecommunications service access numbers, and shall not transfer, lease or transfer the leased code number resources in disguised form, enable the code number resources without authorization, or change the code number length without authorization.

For those who violate the regulations on the management of code number resources and are subject to administrative punishment by the telecommunications regulatory agencies, their code number applications will not be accepted in accordance with the relevant provisions of the Measures for the Management of Code Number Resources in Telecommunication Networks.

(3) Strengthen access management

Before providing access services for call center business operators, basic telecom business operators shall carefully verify their business licenses, permits, code number certificates, code number filing information and other materials and business plans, and keep records.

Under any of the following circumstances, the basic telecommunication business operators shall not provide access services for them:

The business license, license, code number certificate and code number filing information of the call center business operator are untrue or inconsistent; The call center business operator fails to apply for business license or code number according to the regulations, or fails to go through the registration procedures of code number according to the regulations; The call center business operator intends to use the user number or the telecom service access number allocated to other call center business operators to carry out business; The call center business operator changes the code number without authorization; Call center business operators provide commercial marketing telephone outgoing services.

The basic telecommunication business operators shall provide access services to the call center business operators according to the incoming and outgoing call functions indicated on the certificate of resource use of telecommunication network code number.

For those who need to provide outbound access services, the basic telecommunications business operators shall verify in advance whether the call center business operators have corresponding management measures and technical capabilities to ensure that outbound calls are only used for services such as immediate return visits and information consultation with the consent of users. Basic telecom operators should also establish enterprise standards or norms, and make clear the specific requirements such as the purpose, conditions, time and frequency of outgoing calls in combination with the actual situation, and incorporate them into the cooperation agreement signed with call center business operators.

If it is found that the call center business operator calls out without the user’s consent, the basic telecommunications business operator shall take necessary measures in time to restrict the relevant access services.

Basic telecommunications business operators shall strictly implement the requirements of real caller authentication, and it is strictly forbidden to provide authority for call center business operators or other third parties to change or hide calling numbers in violation of regulations, so as to ensure that the telephone can be traced back.

(4) Strengthen the management of business behavior.

Call center business operators should improve the internal control mechanism, establish technical means, strictly control outgoing calls, prohibit harassing calls or provide convenience for harassing calls.

If the call center business operator really calls out due to the immediate return visit or information consultation agreed by the user, it shall keep no less than 30 days’ total recall, the corresponding calling and called number and dialing time, and the relevant vouchers agreed by the user, and try to avoid the user’s rest time and establish a reasonable call management system.

Call center business operators shall use legal and compliant voice trunk lines and other resources to provide services, and shall not sublet or resell relevant telecommunications resources.

Call center business operators are not allowed to change or hide the access number of telecom services in violation of regulations by any means, such as the transfer platform.

Call center business operators should legally and legally obtain the relevant information of returning users to ensure the safety of users’ personal information.

(5) Other matters

Those who only provide call center system and seat rental services to customers are also engaged in call center business, and must comply with the relevant provisions of this notice, such as access management and business behavior management, and implement the following requirements:

1. For the voice trunk line and code number connected to the call center system, the call center business operator shall verify that it is legally and legally obtained by the customer, and keep relevant certification materials.

2. Establish and improve technical precautions to prohibit customers from using the call center system to make harassing calls in violation of regulations.

3. If it is found that the customer calls out without the user’s consent, necessary measures shall be taken in time to restrict the use of the call center system function.

The following three situations do not belong to the call center business, and there is no need to apply for a business license:

1. Only provide consulting and other services to own customers, and do not provide related services to third-party customers. Such as banking, insurance, securities, logistics, civil aviation and other service-oriented enterprises use their own application for 95/96 customer service short number to carry out their own business-related services.

2. Only provide human outsourcing services such as telephone operators, and do not set up a call center system.

3. Only provide technical services such as building a call center system on behalf of others.

Regulatory compliance risk

Telemarketing is usually accompanied by non-compliant operations, involving advertising, privacy, anti-spam and other laws and regulations. In real life, people will think of telecom fraud, telephone harassment and so on when they improve their "electricity sales". With the development of the Internet, more and more people’s information has been leaked, and there are many criminals who use the leaked telephone information for illegal and criminal activities. It makes people generally resist telephone communication. At present, China’s control laws on the telemarketing industry are strict, and local governments are very concerned about cracking down on telephone fraud, and the customer privacy issues involved in telephone sales are outstanding. The non-compliant operation involved in enterprise telephone sales may lead to legal proceedings and fines, and face a series of violations.

In response to such risks, the company should formulate strict compliance policies and work closely with the legal team to ensure that the company’s operations comply with local and national regulations. At the same time, conduct regular training to ensure that all employees understand and abide by relevant laws and regulations. Regularly review and update compliance policies to ensure compliance with the changing regulatory environment.

technical risk

The technical risks involved in the telemarketing telephone service industry mainly include data security and outdated technology. The telemarketing and telephone service industry needs to deal with a lot of sensitive customer data, especially for financial and insurance companies. Therefore, hacker attacks and internal data leakage may cause great damage to enterprises. At the same time, the world technology was changing with each passing day, and not adapting to the new technology might lead to a decline in service quality. For example, outdated automatic dialing systems may not be able to provide personalized services.

In response to such risks, the company should implement effective information security measures, and regularly conduct system audits and vulnerability scans. Use encryption technology to protect sensitive information and ensure that employees receive appropriate security training.

Competitive risk

Market competition risk refers to the competition faced by enterprises from other enterprises in the same industry or related fields, including price war, product homogeneity, channel competition, brand competition and so on. It is a future trend that intelligent telephone robots are widely used in telephone sales. The technical barriers in this industry are not high, and there are many potential entrants. The price competition in the industry is fierce, and low-price competition may lead to a decline in profitability. Companies with innovative technologies and services are more likely to stand out. Falling behind competitors may lead to a decline in market share.

In response to such risks, the company should continuously detect market trends, conduct market research, keep an understanding of industry and technology trends, constantly innovate and improve service levels, and maintain competitiveness. Establish a strong market positioning and brand image to stand out from the competition.

Customer satisfaction and reputation risk

Reputation risk is the potential risk of corporate image, reputation or reputation damage due to the influence of internal and external factors in the business process. Once the reputation risk occurs, it will have a serious impact on the business activities, market competitiveness and brand image of enterprises, and may even lead to bankruptcy of enterprises. The telemarketing telephone service industry not only needs to access intelligent telephone robots for enterprises in need, but also needs to be responsible for the follow-up operation training, which involves the whole process service. If there are dissatisfied customers in the process, spreading negative comments through social media will have a negative impact on the corporate reputation. Improper sales behavior and false propaganda may lead to distrust of customers and damage the reputation of enterprises.

In response to such risks, the company should pay attention to training and supervising employees to ensure that they provide high-level customer service and have excellent communication and problem-solving skills. Establish a complaint handling mechanism to quickly solve customer problems and improve customer satisfaction.

Economic and environmental risk

Economic and environmental risks are caused by the uncertainty of economic prospects, and economies may suffer economic losses when they engage in normal economic activities. This is an inevitable phenomenon in the development of market economy, which is influenced by the national macroeconomic environment. All walks of life will face certain economic and environmental risks. The telemarketing and telephone service industry belongs to the service industry, and it is an enterprise that provides services for the service industry. It is not only affected by the economic environment of this industry, but also by the environment of its affiliated industries. There will be cases in which both direct customers and indirect customers are reduced due to the economic downturn.

In response to such risks, companies can diversify their services and markets and reduce their dependence on specific economic factors. Evaluate the economic environment regularly and adjust the business strategy flexibly. At the same time, we can not only diversify products and services, but also diversify geographically to reduce the impact of the economic environment.

PEST analysis

PEST analysis refers to macro-environmental analysis, which is a tool for understanding the external environment of enterprises, including Political, Economic, Social and Technological aspects.

1. Political factors: The telemarketing telephone service industry is greatly influenced by government regulations and compliance requirements, and the laws and regulations involved mainly include the Law on the Protection of Consumer Rights and Interests in People’s Republic of China (PRC), the Advertising Law in People’s Republic of China (PRC), and the Regulations of People’s Republic of China (PRC) Telecom. An important problem involved in telemarketing is the disclosure of customer privacy, and the protection of such problems by government policies is the key to the healthy development of telemarketing industry.

2. Economic factors: The performance of telemarketing telephone service industry may also be affected by the fluctuation of macroeconomic cycle. The telemarketing telephone service industry provides services for the service industry, which is subject to many economic factors. The economic recession may lead to the contraction of potential customers’ business, which will lead to the reduction of business sources in this industry, thus affecting the normal operation of the company.

3. Social factors: Social changes and changes in consumer behavior may have an impact on sales and marketing strategies. In recent years, the society has been paying more and more attention to personal privacy, while telemarketing will involve privacy leakage and harassment. According to the survey, some residents said that they had received 200 telephone sales calls in one day. At the whole social level, people generally resist telemarketing. Negative emotions at the social level also hinder the development of the telemarketing telephone service industry.

4. Technical factors: The development of telemarketing telephone service industry mainly depends on intelligent telephone robot technology. At present, there are three main lines in telemarketing outbound system, namely SIP line, callback line and AXB line. This kind of line technology update iteration speed is faster. The rapid development of technology brings opportunities for automation and intelligence, such as automatic dialing system, voice recognition technology and virtual assistant, which is helpful to improve efficiency and service quality. But at the same time, the progress of technology also brings the challenge of data security, and the leakage of customer data may have a negative impact on the reputation and compliance of enterprises.

SWOT analysis

SWOT analysis is a method to evaluate the internal and external environment of an enterprise, including four aspects: Strengths, Weaknesses, Opportunities and Threats, which is helpful to formulate strategies and solve problems.

1. Advantages: A remarkable advantage of the telemarketing telephone service industry is that it can cover a wide geographical area. This coverage ability enables enterprises to provide services on a global scale, thus expanding market share and realizing more sales opportunities. At the same time, telemarketing telephone service companies usually accumulate a lot of customer data. By making full use of these data, enterprises can conduct in-depth analysis and better understand customer needs, behavior patterns and preferences. This provides a basis for formulating personalized sales and marketing strategies, and improves customer satisfaction and loyalty. And the advanced technology and automated process adopted by the industry save time and cost, improve work efficiency, and also provide customers with faster and faster service experience.

2. Disadvantages: The telemarketing telephone service industry may have a negative impression in the minds of some consumers that it invades privacy or provides unnecessary services. This negative impression may lead to customer conflict and affect business development. And the industry transition depends on technology, system failure or data leakage may have a serious impact on business and damage customer trust. At the same time, the telemarketing telephone service industry is strictly regulated by all parties and needs to abide by complex and strict laws and regulations, so the development of the industry is limited.

3. Opportunity: The telemarketing telephone service industry has a broad market prospect. Telephone sales are an important channel for many enterprises to sell and promote. Intelligent telephone robots have overcome the inefficiency of traditional manual operators, and it is a trend that AI technology will be widely used in the future. The telemarketing telephone industry can make full use of the digital trend and adopt big data, artificial intelligence and automation technology to improve the service level. Through continuous innovation, enterprises can remain competitive in the technical field. At the same time, using customer data, telemarketing telephone service companies have the opportunity to provide personalized services to better meet customer needs, attract more customers and expand market share.

4. Threat: The telemarketing telephone service industry is highly dependent on technology, and the technical barrier is not high, and there are many potential entrants, so the industry is facing fierce competition. At the same time, with the changing regulatory environment, telemarketing telephone service companies may need to constantly adjust their business models and compliance strategies. The uncertainty of laws and regulations may challenge the strategic planning and operation of enterprises.

At present, some popular telemarketing robot companies in China market mainly include the following:

1. Iflytek Co., Ltd.: Established in 1999, it is a well-known intelligent voice and artificial intelligence listed enterprise in the Asia-Pacific region, with its headquarters in Hefei. Since its establishment, it has been engaged in the research of core technologies such as intelligent speech, natural language understanding and computer vision, and has maintained the international cutting-edge technology level; Actively promote the landing of artificial intelligence products and industrial applications, and strive to make machines "listen, speak, understand and think" and build a better world with artificial intelligence.

Iflytek Co., Ltd. is a national backbone software enterprise specializing in intelligent voice and voice technology research, software and chip product development, and voice information service. Voice technology realizes human-computer voice interaction, making communication between people and machines as simple as communication between people. Speech technology mainly includes two key technologies: speech synthesis and speech recognition. In addition, speech technology also includes speech coding, timbre conversion, oral evaluation, speech denoising and enhancement, which has a broad application. Based on the core technology with independent intellectual property rights, Iflytek has continued to expand, and has launched smart products and services covering the whole industry, leading the in-depth application in the fields of consumers, smart education, smart cities, smart customer service, smart cars, smart medical care and smart homes, and occupying more than 70% of the Chinese voice technology market.

2. Hangzhou Xinyutong Intelligent Technology Co., Ltd.: It focuses on providing intelligent application products and services with high added value and high-level experience for enterprise users, and is committed to helping enterprises control customers, optimize management, reduce risks, and realize the intelligence of enterprise management process.

Hangzhou Xinyutong Intelligent Technology Co., Ltd. has accumulated core technologies in distributed platform technology, data integration application capability, speech recognition and analysis technology, natural language processing and text analysis technology, machine learning algorithm and application, etc., and has formed a series of application products and solution service capabilities with intelligence as the core value and led the industry development to a certain extent. With advanced technology, innovative products and effective solutions, Nanjing Changdatong Technology Co., Ltd. has accumulated successful application cases of large and medium-sized enterprise customers in finance, government, Internet and other industries, and has been widely recognized by the market.

3. Beijing Zhichi Bochuang Technology Co., Ltd.: Zhichi Technology effectively integrates natural language understanding, machine learning and big data technology, and builds products including call center, customer service robot "online+incoming+outgoing", manual online customer service and work order system, which runs through the whole process of "pre-sales+sales+after-sales" and covers "service+marketing+collaboration+management".

By March 2020, the number of registered enterprise users had exceeded 200,000+,and industry benchmark enterprises including Sunshine Insurance, AIA, China Telecom, Didi Chuxing, car home, Chain Home, Daily Youxian, Jiumu, New Oriental, VIPKID, Hewlett-Packard, Huawei, Hisense, Midea, EMS, Blueport Interactive, Giant Network, etc. have become smart tooth partners, covering economy, finance and education. In April 2018, Wisdom Tooth Technology received RMB 150 million B+ round of financing, led by Yunqi Capital, followed by Yaotu Capital, Shanghai Yuanlong Investment, Boya Shengjing, Lin Hongruifeng Investment and Jieshi Investment. Prior to this, Wisdom Tooth Technology had been favored by top investment companies such as IDG, Zhenge, Huachuang, Tuoersi and Jieshi.

4. Zhejiang Baiying Technology Co., Ltd.: Baiying Technology initially entered the market with intelligent voice robots. Through continuous updating and iteration, Baiying has built a product system covering the whole process of the enterprise, built a PaaS+SaaS cloud integrated solution around smart marketing, smart sales, smart services and smart decision-making, and pioneered the "Baiying AICRM" digital intelligent customer relationship management cloud platform to help enterprises build a "AI middle platform, customer data middle platform and communication middle platform"

5. Shenzhen Zexun Technology Co., Ltd.: It is a high-tech enterprise providing mobile phone value-added services, VOIP voice, data, call center, 3G instant messaging software development and mobile group network services. The world’s leading provider of integrated communication solutions.

By providing innovative technologies and product solutions for telecom operators in more than 140 countries and regions around the world, the company enables users all over the world to enjoy all-round communication such as voice, data, multimedia and wireless broadband. It has the most complete and end-to-end product line and integrated solutions in the communication industry, and flexibly meets the differentiated needs of different operators around the world and the pursuit of rapid innovation through a full range of wireless, wired, business, terminal products and professional communication services.

6. Wuhan Yucheng Network Media Co., Ltd.: Established on August 13, 2018, its business scope includes general projects: basic software development of artificial intelligence; Development of artificial intelligence application software; Intelligent robot sales; Basic resources and technical platform of artificial intelligence; Artificial intelligence public data platform; Research and development of intelligent robots; General application system of artificial intelligence; Technical service, technical development, technical consultation, technical exchange, technology transfer and technology popularization; Wholesale of computer software and hardware and auxiliary equipment; Computer system services; Information consulting services (excluding licensed information consulting services); Corporate image planning; Marketing planning; Advertising production; Advertising design and agency; Conference and exhibition services; Organize cultural and artistic exchange activities; Graphic design and production; Professional design services; Industrial design services; Software development. (In addition to the licensed business, you can independently operate projects that are not prohibited or restricted by laws and regulations).

1. Twilio Flex：Twilio is a leading enterprise providing cloud communication services, and Twilio Flex is its contact center solution, which supports multi-channel customer interaction. Twilio Flex is highly customizable, and developers can customize the appearance and function of the contact center according to business needs. It supports voice, SMS, chat and other communication channels, providing enterprises with a comprehensive interactive experience. Strong API support, flexible scalability, and cloud architecture make it a powerful platform to build a solution for electronic sales robots.

2. Genesys: A company providing customer experience solutions. Genesys Cloud is its cloud contact center platform, which supports multi-channel interaction, including voice, chat and social media. Genesys Cloud provides a personalized customer interaction experience by integrating powerful automation tools and machine learning technologies. The platform focuses on user experience and customer relationship management, aiming at improving customer satisfaction and loyalty. The company’s powerful automation and analysis functions can realize more intelligent and adaptive application of electronic sales robots.

3. IBM Watson Assistant：IBM Watson is a global technology company, and Watson Assistant is part of its artificial intelligence service, focusing on building dialogue systems and virtual assistants. Watson Assistant combines natural language processing and machine learning technology, which can understand users’ intentions, handle complex conversations and support multi-channel integration. It is excellent in context management and entity recognition. The advantage of IBM Watson Assistant lies in its rich cognitive computing ability, which makes it a powerful tool to build intelligent and customizable electronic sales robots.

The future development trends of telemarketing telephone service industry mainly include:

1. Intelligence and automation: With the progress of machine learning and natural language processing technology, telemarketing services will become more intelligent. Intelligent virtual assistants and robots will be able to automatically handle routine queries, provide information and perform certain tasks, thus enabling human resources to focus more on complex sales and customer service tasks.

2. Emotional intelligence: In the future, telemarketing robots may have a higher level of emotional intelligence, which can identify and understand the emotional state of customers. This will help to provide more personalized and humanized services, thus enhancing the customer experience.

3. Blockchain application: Blockchain technology can be used to improve the transparency and security of telemarketing services. Through blockchain, a secure customer database can be established to ensure the accuracy and non-tampering of data, thus enhancing trust.

4. Ecosystem cooperation: In the future, telemarketing service providers may participate more in ecosystem cooperation and cooperate with other enterprises to provide all-round solutions. This may include integrating other business software, platforms and data to provide more comprehensive services.

5. Personalized sales path: Using data analysis and artificial intelligence, telemarketing service can predict customer behavior more accurately, thus customizing personalized sales path. This personalized method helps to improve the sales conversion rate.

6. Sustainable development: enterprises and customers are increasingly concerned about sustainability. In the future, telemarketing services may pay more attention to reducing carbon footprint and implementing sustainable business practices, which is also in line with the continuous requirements of society for corporate social responsibility.

Author: Qianji Investment Bank

Cover: AI generation