| Ever increasingly, businesses are choosing to get their | | | | absolutely no motivation, despite the direct |
| telecom services from independent agents instead of | | | | representative's best intentions, for them to ever |
| direct reprentatives. We look at the top 10 reasons | | | | speak to you again after you sign the dotted line. It's |
| why we see this shift occurring in the marketplace | | | | sad but true. On the flip side, because Independent |
| today. | | | | Telecom Agents are commission only and residual |
| 1. Mergers and Acquisitions | | | | based, earning a small percentage of the monthly bill, it |
| Sales is already known as a high turnover profession, | | | | takes them, in many cases, up to 24 months to get |
| but the recent rash of mergers and acquisitions in | | | | paid what the direct representative will get paid in |
| telecom make it highly unlikely the representative who | | | | month number one after the sale. The entire motivation |
| signed you to your term agreement will still be there to | | | | for someone even becoming an Independent Telecom |
| assist you within a year. After making it past the | | | | Agent is to build a book of business of happy |
| phase of bankruptcies following deregulation, the next | | | | customers that don't have to find someone new every |
| phase is mergers and acquisitions. In the past couple of | | | | couple of years to deal with. This relationship only |
| years, a few of the major mergers include Level3 | | | | makes sense for the agent if you stay with them for |
| Broadwing (Focal), XO/Allegiance, ATT/SBC/Bell | | | | over 24 months, so they have EVERY motivation to |
| South, MCI/Verizon, Paetec/US Lec, and Time Warner | | | | assist you in solving any service issues that you may |
| Xspedius among many others. By using an | | | | ever have. A good Independent Telecom Agent isn't |
| Independent Telecom Agent, you can be sure that | | | | just another business associate; they become part of |
| regardless of continued merger activity or | | | | your team. |
| bankruptcies, your Independent Telecom Agent will | | | | 7. They don't have a quota to make |
| continue to have the same contact phone number and | | | | One of the biggest issues I have with local RBOC |
| email address. He/She will not be laid off or fired, and | | | | ILEC, is that if you call in to the call center to order |
| will continue to supply you all of the options you need. | | | | new service, you will only be told about what THEY |
| 2. Single Point of Contact | | | | want to sell you. NOT what is best for you. Everyone |
| Regardless of whether your Independent Telecom | | | | LOVES to sell bundles in telecom, but let me ask you |
| Agent recommends a single carrier solution or a | | | | this. Why do you need Centrex calling features or |
| multi-carrier solution, you still have a single point of | | | | voice mail on your alarm or elevator lines? Do you |
| contact to deal with the person who knows your | | | | need call transfer or remote access to call forwarding |
| account best. During the pricing and evaluation process | | | | on every line in your hunt group and on your fax lines? |
| for a new carrier, it is typical to get at least 3 bids and | | | | Do you have mysterious items in the back of your bill |
| have at least two appointments with at least three | | | | for web hosting or other items you are afraid to |
| carriers. The number of appointments you have to | | | | disconnect in case you actually use it? When I call the |
| schedule could easily reach up to a dozen before an | | | | ILEC/RBOC directly from the agent channel, I get |
| educated decision is made on your company's | | | | offered different packages, and more attractive |
| communications. If you use a qualified Independent | | | | packages, than I get over the phone through the call |
| Telecom Agent, you can spend one appointment | | | | center. It is very common for Independent Telecom |
| determining the best course of action, and just one | | | | Agents to uncover up to 10-20% of pure fluff on your |
| more evaluating the best options available in your | | | | bill during the auditing process. Why does this happen? |
| market. Having a single point of contact is a huge time | | | | Simple. The direct representatives you buy from have |
| saver! | | | | a quota to make and will often sell you what is good |
| 3. Person who understands your company, how you | | | | for them, not what is good for you. They are directed |
| make decisions, and why. | | | | to sell what is profitable for the carrier they work for, |
| Your Independent Telecom Agent acts as an | | | | and are paid accordingly based on their ability to do so. |
| assistant buyer once he/she understands your | | | | Top Independent Telecom Agents, almost without |
| business needs and preferences. He/she gets to | | | | exception; do not carry quotas with any carriers. |
| know your organization, your goals and long range | | | | Because they do not carry quotas, you will not find |
| needs, and how you make decisions and why. Why | | | | them pushing you towards a solution that doesn't feel |
| would you want to repeat that process every couple | | | | quite right just to meet their numbers. Be frank and ask |
| of years? | | | | your Independent Telecom Agent if they carry quotas |
| 4. You get to hear the truth! | | | | with the carriers proposed. If they do carry a quota, be |
| Perhaps this should be ranked #1! When you use an | | | | sure to ask enough questions about the solution they |
| experienced Independent Telecom Agent, you tap into | | | | are suggesting to make sure it is right for you. |
| a wealth of knowledge and experience of someone | | | | 8. Extra Incentives and Promotions |
| who has been in the field for many years-and most | | | | The Telecom Industry is moving increasingly towards |
| likely with multiple carriers. Your agent will typically have | | | | the Independent Agent Channel. In fact, last year, a |
| experience dealing with multiple carriers in your market, | | | | local ATT/SBC agent manager said the Agent |
| and can tell you how they really perform. Not the rosy | | | | channel gained more business through their agent |
| picture they all want to paint for you. Who has the | | | | Winback program than they did their direct Winback |
| most reliable network? Who has billing problems? Who | | | | program. Even they were shocked! There are several |
| is going bankrupt? Who can make the desired install | | | | reasons for this. Independent Telecom Agents are |
| date? When using an Independent agent, you don't | | | | typically more knowledgeable, better trained, set proper |
| have to listen to "The Company Story" for each | | | | expectations with the clients, their clients tend to |
| carrier, as they always tend to dress up their | | | | remain clients longer (since they were sold the right |
| deficiencies. You get to hear the truth. | | | | program), and it is more cost effective for the carriers |
| 5. Unbiased opinion of multiple carriers and their product | | | | to deal with Agents. They do not pay base salaries or |
| lines | | | | benefits, in addition to commissions. Strangely enough, |
| Based on where your business is heading, whether | | | | where I have seen this benefit the customer most, is in |
| that be expanding, streamlining, or contracting, your | | | | the form of special incentives and promotions offered |
| Independent Telecom Agent can put you in the right | | | | only through the Agent Channel. It is not uncommon for |
| situation. Just like buying an inexpensive phone system | | | | agents to compete head to head with a direct |
| that can't grow with you, and can create the need for | | | | representative for one of the carriers they are |
| a forklift upgrade sooner than expected, getting stuck | | | | presenting. It is also not uncommon for the agent |
| with a carrier that can't meet your future expectations | | | | channel to have promotions or incentives that the |
| can be crippling to your operation. Since most carriers | | | | direct representative has not been given for the |
| have gone to term agreements in the T-1 age of | | | | customer, and the agent will typically win the customer |
| communications, it's key to get set up with a carrier | | | | because of that fact. If the direct representatives have |
| that can move with your needs. Do they have MPLS? | | | | promotions available, they are often compensated |
| Do they do SIP trunking? Can they offer an IP-VPN | | | | extra if they do not use them. Independent Telecom |
| solution for your remote sites? Your Independent | | | | Agents will pull out any available promotions available in |
| Telecom Agent knows the carriers' products and | | | | an effort to gain your business for the long haul, as |
| limitations, and can put you in the right solution for your | | | | they are typically not incented or penalized for use of |
| company. | | | | promotions. |
| 6. Agents are invested in your success long term | | | | 9. Same Pricing |
| This is an incredibly important concept to understand | | | | The exact same standard pricing is used in the Agent |
| when choosing to use an Independent Telecom Agent! | | | | Channel and the direct channel. In spite of all of the |
| When you work with a direct sales representative for | | | | additional knowledge you can tap into with Independent |
| a telecom company, one that may be here and gone | | | | Agents, you can be sure you are not charged any |
| tomorrow (rep or company), they are paid only to bring | | | | extra for it. For large projects, special pricing is |
| in the sale. As we all know in the world of corporate | | | | available to both Agent and direct channels at the |
| sales, comp plans drive behavior, and sales reps are | | | | same amounts. It's an incredible model that helps the |
| specifically told, "If the customer has a problem, send | | | | customer and agent win, and insures all clients are |
| them to the Help Desk. Do not get involved. You are | | | | treated equally. |
| paid ONLY to bring in new business." There is | | | | 10. |