Telemarketing Research: Analyzing Customer Attention and Satisfaction

This research paper provides an outline for exploring the implications of telemarketing. It identifies the problem of declining customer attention due to intrusive calls and potential cybercrime risks. The research aims to analyze customer's lack of attention towards telemarketing and the role of customer care executives in customer satisfaction. Research objectives include analyzing factors reducing customer attention, exploring the relationship between telemarketing and customer satisfaction, and suggesting opportunities for customer care executives. The methodology involves a descriptive research design, inductive approach, primary data collection, quantitative analysis, and non-probability sampling. The research justifies the need for field surveys to collect customer responses and highlights the potential for telemarketing research to improve organizational profitability.

Running Head: Telemarketing
Research topic: Telemarketing

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Table of Contents
Introduction...........................................................................................................................................3
Problem statement................................................................................................................................3
Research aim.........................................................................................................................................3
Research objectives...............................................................................................................................4
Research questions................................................................................................................................4
Justification and potential output of the research................................................................................4
Conceptual framework..........................................................................................................................4
Methodology.........................................................................................................................................5
Organisation of the study......................................................................................................................5
Project budget and schedule.................................................................................................................5
References.............................................................................................................................................7

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Introduction
The business industry is applying different online platforms to promote their products and
services. Telemarketing is one of the traditional way to promote anything at the national
context. In other words, people are losing interest for traditional word-of-mouth promotions.
This research paper will critically explore positive and negative implications of telemarketing
though applying accurate research methodology. In addition, this research paper will analyse
the effects of telemarketing on the corporate world (Carmody, 2015).
Problem statement
Nowadays, everybody has mobile to share and receive course of personal conversation. The
main problem is hang-up during that should not be done by a tele caller of an organization
(Gillin & Schwartzman, 2018). In other words, the promotional information of a reputed
organization can be hacked and the customer became victim of cybercrime. Moreover, major
issue of telemarketing is threat of ‘switch off’ which might create a deep impact on the
relation among company and the customers. In this way, the management of an organization
can increase the profit by helping the customers through telemarketing (Elmer, 2016). The
behaviour of the call centre executive is another problem of telemarketing that can reduce the
reputation of an organization. The customers might face difficulty and believe that
telemarketing team can help. In that kind of situation, the tele caller should understand the
query of the customers instead of getting angry during phone call.
Research aim
The aim of this research is to analyse the customer’s lack of attention towards the
telemarketing tool of an organization. The researcher will analyse the role of customer care
executives in the telemarketing department of an organization (Illing & Peitz, 2017). In other

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words, this research aims to define the roles and responsibilities of the customer care
executives towards the customer satisfaction.
Research objectives
In order to develop a successful research paper, the research objectives are playing essential
role. The objectives of this research paper are followed below:
 To analyse factors that reduce customer’s attention towards telemarketing
 To explore relationship among telemarketing and customer satisfaction
 To suggest opportunities for customer care executives
Research questions
The researcher only can collect information by developing suitable research question which
are followed below:
 What are the factors that reduce customer’s attention towards telemarketing?
 What is the relationship among telemarketing and customer satisfaction?
 What will be opportunities for customer care executives?
Justification and potential output of the research
According to (Weber, 2015), the level of customer satisfaction can be increased by polite
behavioural approach of the customer care executives. There are few research papers
available in the internet. Moreover, the impact of telemarketing is an effective part of the
organizational development. It is highly required that, sensible researchers need to conduct a
field survey to collect the response of the customers regarding the telemarketing issue. Aside
from that, the organizational productivity can also be increased by telemarking promotional
activity of an organization (Baggott, 2016). In other words, there is a huge scope for
telemarketing related research papers to expand the profitability of an organization.

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Conceptual framework
Methodology
Research methodology includes design, approach, data collection methods, data analysis and
sampling methods. In this research, the researcher will select descriptive research design,
inductive research approach, primary data collection method, quantitative analysis and non-
probability sampling method (Smith, 2014). The researcher will attempt a market survey also
to gather accurate information regarding telemarketing from the customers.
Organisation of the study
Project budget and schedule
Telemarketing
Support Trust Gentle
conversation

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Time Frame January-March April-June July-September October-December
Identification of
problem
Carrying out
literature review
Analysing the
data collected
Research gap
Objectives
framed for the
study
Collection of
primary data
Analysis of data
Interpretation
Drawing out
valid conclusion

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Final Submission
References
Smith, C. (2014). Telemarketing Essentials for the Executive. Norwalk, Conn.: Technology
Marketing Corp.
Baggott, C. (2016). Email marketing by the numbers. Hoboken, N.J.: John Wiley & Sons.
Carmody, B. (2015). Online promotions. New York, NY: J. Wiley & Sons.
Elmer, G. (2016). Profiling machines. Cambridge, Mass.: MIT Press.
Illing, G., & Peitz, M. (2017). Industrial organization and the digital economy. Cambridge,
Mass.: MIT Press.
Gillin, P., & Schwartzman, E. (2018). Social marketing to the business customer. Hoboken,
N.J.: Wiley.
Weber, M. (2015). Developing what customers really need: involving customers in
innovation. IEEE Engineering Management Review, 43(2), 34-44. doi:
10.1109/emr.2015.7123229