How does the provider charge, and what is included?
Appointment-setting companies in Singapore use several pricing models: a flat fee per number called, a fee per meeting booked, an hourly rate, or a monthly retainer. Each model shifts risk differently between you and the provider.
A per-meeting fee means you pay only when something lands in your calendar, but the provider may push low-quality meetings to hit its numbers. A monthly retainer gives the provider steady income and time to work a list properly, but you carry the risk if results are thin. A per-number fee ties cost directly to the size of your list, so the total is predictable before the first call is made.
Ask what the quoted price covers. Some providers charge extra for list building, call recordings, reporting, or rebooking no-shows. Others bundle everything into one price. Get the full breakdown in writing before you commit.
Can I listen to the actual calls?
Yes, and you should insist on it. Recorded calls are the only way to know what is being said on your behalf.
Ask whether every call is recorded or only the ones that book a meeting. A provider that records only successful calls is choosing which evidence you see. Ask how you access the recordings: some providers send a weekly batch, others let you play any call from a dashboard at any time. You want to hear the calls that did not convert as well, because those tell you whether the opening line, the pitch, or the list itself needs work.
Who owns the contact list and what happens to it afterwards?
Your list is your business asset. Before handing it over, ask three things: whether the provider will use your list only for your campaign, whether it will be shared with or sold to anyone else, and what happens to the data when the campaign ends.
A clear answer is that the list is used only for your work, never passed to another client, and deleted when you ask. If the provider hesitates on any of these points, that is a reason to look elsewhere. Under the Personal Data Protection Act, you are responsible for the personal data you share with a vendor, so you need to know exactly how it will be handled.
How does the provider handle the Do Not Call Registry?
Singapore's Do Not Call Registry, managed by the Personal Data Protection Commission, lets individuals register their numbers against unwanted marketing calls. A check against the Registry is valid for 21 days, reduced from 30 days on 1 February 2021. Calls to an organisation's number for that organisation's own business purposes are generally outside the DNC rules, but this protection is lost once the call concerns the individual's personal needs. The PDPC's guide for organisations sets out the detail.
Ask the provider who is responsible for checking the list against the Registry before calls begin: you or them. Ask how they handle someone who asks not to be called again during a call. A straightforward provider will have a written process for both. For any specific situation, it is worth checking with a lawyer, because the financial penalties for a DNC breach are substantial.
What reporting will I receive and how often?
Ask for a sample report before you sign. At a minimum, you need to see: calls made, people reached, meetings booked, and meetings that actually took place. Without these four numbers, you cannot calculate whether the campaign is working.
Ask how often reports arrive. Weekly is standard. Monthly is too slow to catch a problem with the list or the script. Ask whether the report distinguishes between numbers that rang and were not answered, numbers that were answered but declined, and numbers that were wrong or disconnected. These breakdowns help you judge the quality of your own list, which matters more than most businesses expect.
What happens with no-shows and follow-ups?
A booked meeting that does not happen is worth nothing. Ask whether the provider sends reminders before each meeting and whether it contacts no-shows to rebook. Some providers include this in their price; others treat it as extra work.
Ask how many times the provider will attempt to reach each person on the list, on how many different days, and during what hours. More attempts on different days reach more people, because not everyone answers on the first try. A single attempt per number is a sign the provider is optimising for speed over results.
Questions
Should I ask for a contract or commit to a long term?
You do not need to. Some providers work on a per-batch or per-campaign basis with no ongoing contract. A short first engagement lets you judge the quality of calls and reporting before committing further. Greetsby, for example, charges per batch of numbers with no contract and no monthly fee.
Can a financial advisory firm use an appointment-setting service?
Yes, but the firm itself must appoint the service as an introducer under MAS Notice FAA-N02. An individual financial adviser representative cannot do this on their own. The notice requires the firm to provide the introducer with a script and to ensure the introducer does not give financial advice or handle client money.
How do I know the caller is saying what I approved?
Ask for call recordings of every call, not only the successful ones. A provider that lets you play back any call at any time gives you full visibility. Greetsby records every call and lets the client play any of them from their list.
What if my list has mobile numbers registered on the DNC Registry?
You are responsible for checking your list against the Registry before handing it to a provider. The check is done at dnc.gov.sg and is valid for 21 days. If a number is registered, it cannot be called for marketing unless the individual has given clear consent.
Sources
- PDPC: Organisation's Guide to Singapore's Do Not Call Provisions
- Covarage: MAS Notice FAA-N02 Introducer Requirements Explained
General information for businesses in Singapore, not legal advice.