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Triggerfish Cell Phone Tapping (In: Members Lounge)
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Catalyst
Joined: Oct 24, 2001
# Posts: 130
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Posted: 2005-Jul-13 17:56
Merchant 800# Phone Leaks - A HOT Debate Going On
The issue of 800# phone leakage has always been a hot topic in our industry. I have been a strong proponent of phone tracking, because affiliates deserve to be paid for their traffic regardless of where the sale happens. Merchants need an 800# for customers that don't want to order online or have questions. They may need to pay customer service staff to man the phones, but the affiliate that sent that new customer still deserves to be paid. When I have discussed the issue with merchants many times it's not that they don't want to pay affiliates for their efforts, it's just lack of time or tech resources. I always try to push it, but sometimes it does not fly.
There is currently a heated but VERY intelligent 4 page discussion going on at WMW that really presents all sides of the issue well. "Losing Affiliate Commissions to Merchant's Phone Number."
Merchants - Do you track affiliate phone orders? Yes or no and why? There are lots of different ways to do it. How do you track them?
Affiliates, what do you think? Do you drop merchants that have 800 leaks and don't track phone sales or does it depend? If so, on what???
Linda
[ Message was edited by: bhartzer 07/27/2005 01:37 pm ]
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vanachte
Joined: Feb 10, 2004
# Posts: 404
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Posted: 2005-Jul-14 00:14
For myself, if a product offers a 1800# and I do not get commission, I either stop promoting, or significantly limit my promotions.
SOme programs I have seen handle this in a few different ways, but one that seems common is having a tracking code that is required to order by phone, beside the phone number, or in some cases, an extension number.
Now realistically if a potential customer calls up without that tracking number, I am sure they will still take the sale... but I am sure it helps. One option that could be put into place, at least with large affiliates that generate large numbers of sales, is give them their own 1800 number. As long as they generate 'x' number of sales per month, the 1800 number is paid for by the comapny. Havnt seen this in place, but it may work for some situations...
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Curt
Joined: Eons Ago
# Posts: 3736
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Posted: 2005-Jul-27 21:35
Of course as an affiliate, I want my commissions tracked via a phone number. If I found out that a sizable percentage of my leads were not tracked when people called in, I'd be tempted to find a merchant that did not employ the method or did track phone call referrals. Merchants who get a significant number of phone calls vs. online submissions should really set up a tracking method. If I'm losing 50% of my commissions this way, I might as well find another type of merchant who's going to ensure better tracking.
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