How to Set Up a Contact Center Telemarketing Service

Flora An

·August 23, 2025

·16 min read

To set up a contact center telemarketing service, you first choose between building your own team or using outsourcing. You must define what you want to achieve and pick the right tools. When you start a call center, focus on these common goals:

Reduce call handling time to improve customer satisfaction
Train agents well and keep quality high
Offer self-service options like IVR or chatbots
Track key metrics such as CSAT and NPS

Sobot AI and Sobot call center can help you reach these targets with smart solutions.

In-House vs Outsourcing

When you plan to start a call center for telemarketing, you face a big decision. You must choose between building your own team or using call center outsourcing. Each approach has unique strengths and challenges. Understanding these differences helps you pick the best path for your business.

Pros and Cons

You can see the main advantages and disadvantages of in-house and outsourced contact center telemarketing in the table below:

Aspect	In-House Contact Centers	Outsourced Contact Centers
Advantages	- Greater control over operations, training, and quality assurance	- Cost efficiency by reducing overhead costs
	- Customization aligned with company brand and values	- Scalability and flexibility to handle fluctuating call volumes
	- Faster feedback loops for quicker problem resolution	- Access to specialized expertise and best practices
	- Cultural alignment ensuring consistent brand voice
Disadvantages	- Higher initial investments in infrastructure and training	- Reduced control over training, operations, and quality assurance
	- Scalability challenges during peak times	- Potential quality concerns due to lack of direct oversight
	- Operational challenges including recruitment and daily management	- Data security and privacy concerns when sharing customer data

You get full control with an in-house team. You can train agents to match your brand and values. You can respond quickly to problems and keep your quality high. You also build a strong team culture. However, you must invest more money and time. You need to hire, train, and manage staff. You may struggle to scale up during busy times.

Outsourcing lets you save money. You avoid high salaries, benefits, and infrastructure costs. You can scale your team up or down as needed. You get access to experts who know best practices. But you lose some control. You may face quality issues or data security risks. Communication can be harder, especially if your provider is in another country.

Here is another table that shows how costs compare:

Cost Component	In-House (U.S.)	Outsourced (BPO in Philippines, India, etc.)
Salary and Labor Costs	$45,000 to $65,000 per agent annually + 30% benefits and compliance	$8,000 to $20,000 per agent annually, inclusive of benefits and overhead
Infrastructure and Operations	$5,000 to $15,000 per employee per year + ongoing expenses (internet, utilities, hardware)	Infrastructure costs borne by provider, no capital expenditure for client
Recruitment and Training	Around $4,000 or more per new hire, plus ramp-up time and turnover impact	Providers supply pre-trained staff and handle ongoing training internally
Management and Oversight	Requires hiring team leads and quality control staff, increasing overhead	Included in BPO service fees; provider manages productivity, quality, and escalation

Outsourcing can lower your costs by shifting expenses to the provider. You pay a service fee, and the provider handles hiring, training, and management. In-house teams cost more because you pay for salaries, benefits, equipment, and ongoing management.

Tip: If you want to keep costs low and scale quickly, outsourcing may be the best choice. If you want more control and brand consistency, in-house may suit you better.

Decision Factors

You need to consider several factors before you choose between in-house and outsourcing for your contact center telemarketing:

Cost: In-house teams cost more because you pay for staff, equipment, and training. Outsourcing can cut costs by up to 70% since you avoid these expenses.
Control: In-house gives you direct control over operations, training, and quality. Outsourcing means you trust a provider to manage these areas.
Scalability: Outsourcing lets you adjust your team size quickly. In-house teams may struggle to grow or shrink fast.
Expertise: Outsourcing gives you access to skilled agents and advanced technology. In-house teams need more training and may lack specialized skills.
Data Security: In-house teams keep customer data within your company. Outsourcing requires strong contracts and certified providers to protect data.
Culture and Brand Alignment: In-house teams know your brand and values. Outsourcing may lead to cultural mismatches or less brand knowledge.
Customer Experience: In-house teams can build stronger relationships with customers. Outsourcing can offer faster service but may lack personal touch.

You may also consider a hybrid approach. Some companies use in-house teams for key tasks and outsource others to save money and scale faster.

Sobot supports both in-house and outsourced models with scalable call center solutions. You can use Sobot’s cloud-based platform to manage your own team or work with external providers. Sobot offers global number availability, intelligent IVR, and AI-powered voicebots. You get a unified workspace and easy integration with your CRM. Sobot’s system is stable and secure, with 99.99% uptime and encrypted data transfer. You can learn more about Sobot’s call center solutions at Sobot Voice/Call Center.

Note: Sobot’s flexible platform helps you start a call center or expand your contact center telemarketing service, no matter which model you choose.

Contact Center Telemarketing Goals

Setting clear goals helps you build a successful contact center telemarketing operation. You need to decide which services to offer, what results to measure, and how to stay compliant with laws. These steps improve customer experience and help your team work better.

Service Types

You can choose from several types of call centers for your telemarketing service. Each type supports different business needs and customer experience goals:

Inbound Telemarketing Services: Handle calls from customers who need help, want to place orders, or have questions. This includes customer service, technical support, and billing inquiries.
Outbound Telemarketing Services: Your team reaches out to customers for sales, lead generation, appointment setting, surveys, or win-back campaigns.
Online Call Center Services: Use digital channels like web chat, email, SMS, and social media to connect with customers.
Self-Service Options: Offer automated solutions such as IVR (Interactive Voice Response) and AI-powered chatbots. These tools let customers solve problems on their own, improving customer experience and reducing wait times.

Sobot’s omnichannel platform lets you manage all these service types in one place. You can switch between voice, chat, email, and social media without losing track of customer needs.

Objectives

You should set measurable objectives for your contact center telemarketing campaigns. These objectives help you track performance and improve customer experience. Here are some common key performance indicators (KPIs):

KPI Name	Description
Customer Satisfaction Score (CSAT)	Measures how happy customers are with your service.
First Call Resolution (FCR)	Shows how often you solve a customer’s problem on the first call.
Net Promoter Score (NPS)	Tells you how likely customers are to recommend your company.
Conversion Rate	Tracks how many calls turn into sales or leads.
Hold Time	Measures how long customers wait before speaking to an agent.
Agent Occupancy Rate	Shows how much time agents spend helping customers.
After Call Work Rate	Tracks time spent on tasks after each call.

Sobot provides real-time analytics and reporting tools. You can monitor these KPIs and make changes to improve results.

Compliance

You must follow important rules to protect customers and your business. Contact center telemarketing services must comply with laws in each country where you operate. Key regulations include:

National Do Not Call Registry (U.S.): Update your call lists often to avoid calling people who opted out.
Telemarketing Sales Rule (TSR): Make sure agents give correct information and follow call time limits.
HIPAA: Protect health information if you handle medical data.
GDPR (Europe): Get clear consent from customers and keep their data safe.
CRTC Rules (Canada): Follow rules for call times, consent, and disclosures.

Non-compliance can lead to fines and damage your reputation. Sobot’s platform supports compliance with secure data transfer, consent management, and call monitoring. You can use built-in tools to help your team follow best practices and keep customer experience positive.

Budget and Costs

Setting a clear budget is one of the first steps when you start a call center for telemarketing. You need to understand both the initial setup costs and the ongoing expenses. Comparing in-house and outsourcing options helps you make the best decision for your business.

Setup Costs

If you build your own contact center, you face several upfront costs. These include fees for setup, script development, CRM integration, training, and reporting tools. You also pay for agent time and management. The table below shows typical costs:

Cost Component	Typical Cost Range	Description
Setup Fees	$500 - $5,000	Covers initial campaign configuration, CRM integration, and agent training
Script Development	$300 - $1,500	Customizing telemarketing scripts based on business needs
CRM Integration Setup	$1,000 - $5,000	Integration with proprietary CRM or ERP systems, plus monthly maintenance fees
Training Costs	$500 - $2,500	Initial training of agents on products, services, and brand voice
Custom Reporting Dashboards	$200 - $900 per month	Development of analytics and reporting tools tailored to campaign needs
Agent Hourly Cost	$30 - $50 per agent hour	Includes salaries, benefits, management overhead, technology infrastructure, and training

These costs can add up quickly, especially if you want a custom solution.

Outsourcing Costs

Outsourcing can lower your upfront investment. You pay a service provider to handle recruitment, training, and infrastructure. The table below compares typical outsourcing costs to in-house costs:

Cost Aspect	Outsourcing Costs	In-House Setup Costs
Setup/Onboarding Fee	£1,000 - £2,000 (covers training, data handling, admin)	Higher upfront investment in recruitment, training (42 days recruitment + 90 days onboarding), and infrastructure setup
Data Costs	£750 - £1,250 per 1,000 contact records	Costs for acquiring, cleaning, and maintaining data internally, plus additional insights and updates needed
Agent Cost	£300 - £350 per day (includes salary, call charges, management)	Average salary ~£34,585 plus incentives, benefits, recruitment fees (up to 20% of salary), and overheads
Infrastructure	Included in outsourcing fees; no direct cost	CRM licenses, hardware, office space, utilities, software, and ongoing maintenance costs
Downtime Costs	Not applicable (outsourcing handles coverage)	Includes annual leave, holidays, sick days, and absence impacting productivity
ROI and Flexibility	Potentially better ROI due to experienced personnel and ready systems; less hassle	Longer time to ROI due to setup and training; risk of downtime and slower business continuity

Outsourcing helps you start a call center faster and with less risk.

ROI

Return on investment (ROI) is a key measure for any telemarketing service. Many companies aim for an ROI ratio of 5:1, 6:1, or even 7:1. Some businesses are happy with a 2:1 or 4:1 ratio, while others want at least 1:1. Your ROI depends on your goals, industry, and how well you manage your operations.

Sobot’s economic SaaS model helps you save money and boost ROI. Sobot’s AI agents handle over half of customer interactions, which lowers your need for human agents. Automation lets your team focus on important tasks. Batch outbound marketing powered by AI can increase sales by more than 30%. The platform works 24/7, so you do not pay extra for peak times. Sobot’s dashboards give you insights to optimize costs and improve results. You can scale your telemarketing operations easily and keep your budget under control.

Tip: Using a SaaS platform like Sobot can help you start a call center with lower costs and higher efficiency.

Technology and Software

Choosing the right technology is one of the most important steps when you set up a contact center telemarketing service. The right tools help you improve efficiency, boost agent productivity, and deliver a better customer experience. Modern call center software brings together many features that make your operations smoother and more effective.

Sobot Voice/Call Center

Sobot Voice/Call Center gives you a complete solution for telemarketing. You can handle both inbound and outbound calls with ease. The platform supports Interactive Voice Response (IVR), which lets you greet callers, build menus, and route calls to the right agents or teams. This feature helps you reduce wait times and improve customer experience.

Sobot uses AI-powered voicebots to handle simple questions and transfer complex calls to human agents. This means your team can focus on important calls while the system takes care of routine tasks. You get global phone number support, so you can reach customers in over 100 countries. The system has a 99.99% uptime, which means your service stays reliable day and night.

Here is a table that shows some key features of Sobot Voice/Call Center:

Feature Category	Description
Inbound & Outbound Calls	Supports both inbound and outbound calls with IVR, intelligent routing, task creation, and assignment.
Call Monitoring & Control	Allows call monitoring, interrupting, and barge-in capabilities with alert rules on call duration and keywords.
Call Recording & Analysis	Records calls with speech-to-text transformation and provides comprehensive statistical reports and analytics.
AI-powered Voicebot	AI-driven voicebot analyzes natural speech and can transfer complex calls to human agents seamlessly.
CRM/ERP Integration	Easily integrates with CRM systems enabling outbound calls directly from agents' workbench.
Bulk Outbound Calling	Supports batch outbound calling with automated task creation and lead assignment based on priorities.
Call Tracking & Analytics	Tracks incoming/outgoing calls, measures marketing ROI, and monitors agent performance.
Global Phone Number Support	Provides fixed and mobile numbers from over 100 countries with extensive testing.
Data Security	Ensures data security via API data import (no storage), phone number encryption, and compliance with laws.
Ease of Use & Reliability	Suitable for medium and large enterprises with stable service (99.99% uptime) and 24/7 support.
Mobile App	Enables making and receiving calls on mobile devices (Android/iOS).

Sobot Voice/Call Center also makes it easy to manage large campaigns. You can use bulk outbound calling to reach many leads at once. The system assigns leads to agents based on priority, so you never miss an important call. Real-time monitoring and analytics help you track agent performance and improve your telemarketing strategy.

A real-world example is Opay, a leading financial service platform. Opay used Sobot’s omnichannel solution to manage customer interactions across voice, email, and social media. After switching to Sobot, Opay increased its customer satisfaction rate from 60% to 90%. The company also reduced costs by 20% and improved conversion rates by 17%. You can read more about Opay’s success here.

CRM Integration

CRM integration is a key part of modern call center software. When you connect your call center software with your CRM, you give your agents a full view of each customer. This helps agents understand customer needs and personalize every interaction.

With CRM integration, you can:

Centralize all customer data so agents can quickly find information.
Automate routine tasks like call logging and interactive voice response.
Enable click-to-dial and screen pop-ups, so agents can call customers faster and see their details right away.
Route calls to the best agent based on customer data, which reduces wait times and transfers.
Use workflow automation to cut down on manual work, letting agents focus on talking to customers.
Get advanced analytics to see customer behavior and call patterns, helping you make better decisions.
Improve communication between sales and service teams, so everyone works together to deliver a great customer experience.

These features help you reduce call handling times and boost agent productivity. You can also increase sales by targeting the right customers and following up quickly. CRM integration makes your call center software more powerful and helps you deliver a better customer experience every time.

Security

Security is critical in any contact center telemarketing service. You handle sensitive customer data, so you must protect it at all times. Modern call center software includes many security features to keep your data safe.

Key security measures include:

Role-Based Access Control (RBAC): Only let employees see the data they need for their jobs.
Multi-factor authentication (MFA): Add extra steps to verify user identity.
Compliance with laws like GDPR, HIPAA, PCI-DSS, and CCPA.
Encryption for data both at rest and in transit.
Regular audits, patching, and vulnerability scans to find and fix security risks.
Appointing a Data Protection Officer (DPO) to oversee privacy efforts.
Employee training to prevent mistakes and insider threats.
Secure cloud-based infrastructure with real-time backups and strong network security.
Monitoring agent activity and enforcing least privilege access.

Sobot Voice/Call Center follows strict security standards. The platform uses encrypted data transfer and phone number encryption. It supports compliance with global data protection laws. You can trust that your customer data stays safe, whether you run your call center in-house or use outsourcing.

Tip: Always choose call center software that meets industry security standards and offers regular updates. This protects your business and builds trust with your customers.

Modern call center technology brings together all these elements—advanced communication tools, CRM integration, and strong security. When you use a platform like Sobot, you can improve efficiency, reduce costs, and deliver a top-notch customer experience.

Staffing and Training

Building a skilled team is key to running a successful contact center telemarketing service. You need the right people, strong training, and smart workflows to keep your agents productive and your customers happy.

Recruiting

When you recruit telemarketing agents, look for both basic qualifications and important soft skills. Here are some qualities to prioritize:

High school diploma or equivalent
Basic computer skills
Excellent verbal and written communication
Strong customer service focus
Ability to multitask and work under pressure
Teamwork and flexibility
Patience and empathy
Problem-solving and creativity
Attention to detail and organization
Calmness under pressure
Friendly attitude and effective listening
Speed and knowledge retention

Prior customer service experience or bilingual skills can help, but you can develop many qualities through training.

Training Programs

Effective training helps your agents perform better and feel confident. You should:

Teach agents how to use technology tools like CRM, call scripts, and real-time monitoring.
Offer ongoing training to keep agents updated on products and customer needs.
Set clear performance goals and recognize achievements.
Provide one-on-one coaching, shadowing, and role-playing to build skills.
Review calls and give feedback to help agents improve.

Coaching and performance plans help agents who need extra support. These steps create a positive environment and help everyone grow.

Workflow Design

Designing smart workflows boosts productivity in your contact center telemarketing team. Start by reviewing your current process and setting clear goals. Build workflows that balance automation and human touch. Use tools like IVR, CRM integration, and intelligent routing to make tasks easier. Keep workflows simple and user-friendly. Give agents access to full customer information for personalized service. Support flexibility so agents can respond with empathy.

Sobot’s unified workspace brings all channels—calls, chat, email—into one place. Agents can see customer history, manage tasks, and use AI-powered tools to handle routine questions. This setup reduces confusion, saves time, and helps your team deliver great service every day. Learn more about Sobot’s agent productivity tools at Sobot Omnichannel Solution.

Performance and Success

Monitoring and improving call center performance is essential for your telemarketing service. You need to track the right metrics, ensure quality, and overcome challenges to deliver a great customer experience.

KPIs

You can measure call center performance using key performance indicators (KPIs). These KPIs help you see where you need improvement and how well your team meets goals. Important KPIs include:

Conversion rates: Show how many calls lead to sales or desired actions.
Average call duration: Measures how long agents spend with customers.
Cost per lead: Tells you how much you spend to get each new lead.
Lead quality score: Helps you focus on leads most likely to convert.
First call resolution (FCR): Tracks if you solve issues on the first call.
Average handling time (AHT): Measures how quickly agents handle calls.
Call abandonment rate: Shows how many callers hang up before reaching an agent.
Agent utilization rate: Measures how much time agents spend helping customers.
Average speed of answer (ASA) and average time in queue (ATQ): Show how fast you respond.
Customer effort score (CES) and net promoter score (NPS): Reflect customer experience and loyalty.

Industry benchmarks show that a good customer satisfaction score (CSAT) is around 78%, and a strong FCR rate is 70% or higher (source). Sobot’s analytics tools let you track these KPIs in real time, making improvement easier.

Quality Assurance

Quality assurance (QA) helps you keep your call center performance high. You should:

Set clear QA standards and share them with your team.
Use feedback loops and AI tools to give agents helpful feedback.
Track metrics like CSAT, FCR, and AHT to measure improvement.
Record and review calls to check for compliance and quality.
Use AI-powered tools for scoring and sentiment analysis.
Focus on the biggest challenges found in your data.
Encourage agents to take part in QA and focus on growth.

Sobot’s platform supports QA with call recording, live monitoring, and automated scoring. You can spot trends, coach agents, and drive continuous improvement.

Challenges

You will face many challenges in contact center telemarketing. Common call center challenges include agent burnout, high turnover, and keeping up with regulations. Other challenges are data security, consumer distrust, and low contact rates. Burnout affects up to 74% of agents, leading to lower productivity and high attrition. Regulations like GDPR and TCPA require strict compliance to avoid fines. Data breaches can harm your reputation and customer experience.

Sobot helps you solve these challenges with AI automation, secure data handling, and compliance tools. The platform reduces repetitive tasks, supports agents, and protects customer data. Sobot’s analytics highlight areas for improvement, helping you overcome call center challenges and deliver a better customer experience.

Tip: Use analytics and QA tools to spot challenges early and make fast improvements. This keeps your call center performance strong and your customer experience positive.

Setting up a contact center telemarketing service involves several important steps. You start by researching your market and defining clear goals. Next, choose your technology, set a budget, and decide if you want an in-house team or outsourcing. Build your team, train agents, and design workflows for efficiency. Test your systems before launch and monitor performance for ongoing improvement. Sobot’s solutions help you achieve better results and continuous improvement in customer satisfaction.

FAQ

What are the biggest challenges when starting a contact center telemarketing service?

You will face many challenges, such as hiring skilled agents, choosing the right technology, and keeping costs low. You must also handle compliance and protect customer data. These challenges can slow your progress if you do not plan well.

How do you overcome challenges with agent turnover?

You can reduce turnover by offering good training, fair pay, and a positive work environment. Support your team with clear goals and regular feedback. Address challenges early so agents feel valued and stay longer.

What challenges come with scaling a telemarketing team?

Scaling brings challenges like managing more agents, keeping quality high, and updating technology. You need strong workflows and tools to handle these challenges. Plan for growth so your team can meet customer needs without losing efficiency.

How can technology help solve common challenges in telemarketing?

Modern software helps you manage calls, track performance, and automate tasks. These tools make it easier to handle challenges like high call volume and agent workload. You can use analytics to spot problems and improve your service.

Why is compliance a challenge in telemarketing?

Compliance rules change often and can be hard to follow. You must keep up with laws to avoid fines and protect your business. These challenges require regular training and strong security measures to keep customer data safe.