Toucan Telemarketing Affirms the Value of Flexibility During COVID

Toucan Telemarketing Affirms the Value of Flexibility During COVID

As Britain’s workforce continues to transition back into the ‘new normal’, things have changed for Toucan Telemarketing.

The appointment-setting experts, based in Congleton, have weathered the storm of the pandemic and are looking forward to the future.

“We turned 19 recently and have lots to look forward to,” says founder Paula Bates. “Things are picking up and a lot of clients are coming back in.”

So, what is the secret to staying afloat during COVID-19? As Paula says, it’s about being flexible.

“In many ways it’s much better to be a smaller company as you can absorb impact better,” says Paula.

“Some larger companies are having trouble adjusting and as a result, have borne the brunt of the pandemic.”

Changing Tactics

“Whereas before, many sales teams would use a traditional ‘door-knocking’ approach, restrictions mean that it is not a viable, sustainable option,” suggests.

Instead, Paula encourages her clients to make calls that are not always connected to sales.

“It’s not always about selling to prospects. Sometimes, it’s just about checking that the information you have on them is correct”

Paula Bates, Toucan Telemarketing

“Likewise, we need to clean our data regularly, categorising contacts into existing, lapsed and new customers.”

“There might be a new product or service that they’re not aware of, for example.”

Finding the Balance

“Only by having a genuine, human conversation with people can telemarketers truly succeed,” warns Paula.

She extols the virtues of using account managers, giving clients that personal connection and building up relationships. But crucially, it’s also about finding balance.

“The first port of call might be to check in on a contact and see how business is doing.”

There’s no shame in letting contact know that you are open for business. You don’t need to hide behind that as there are still companies looking to buy”

Paula Bates, Toucan Telemarketing

So, what approach would Toucan Telemarketing take as Britain continues to adjust?

  • Be adaptable and embrace technologies rather than relying on traditional tactics
  • Be empathetic and establish a genuine personal connection
  • Focus not just on sales but cleaning your data
  • Don’t be ashamed to remind people of what’s on offer.

“The simple fact is that the world is going to be like this for months,” concludes Paula. “We have to find a way to interact with people safely and legally – ultimately, you’ve got to find a method that works for you.”

Discover how Toucan Telemarketing can improve your appointment setting success by calling 01260 294444 or visiting

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Katie heads up the M3 Publishing content team, interviews key stakeholders, researches trends and produces articles covering industries’ core issues. Katie honed her skills with the National Council for the Training of Journalists, where she trained in reporting, media law and Teeline shorthand. She has a background in magazine journalism and extensive experience writing for online publications, from niche titles to nationals such as the Huffington Post.