Mascots and Marketing
February 10, 2010
When it comes to marketing mascots seem to be the flavour of the decade. The most popular marketing mascots at the moment being the insurance dog “Churchill” and compare the markets campaign – “compare” the meerkat featuring “Alexandra” the meerkat. The genius of these adverts cannot be underestimated and will no doubt make the companies involved a small fortune. It has to be said that in the case of one particular advert, having a puppet, playing a puppet, bashing another puppet asking about “cheap car insurance” has to be worth some kind of award and will definitely stick in the mind.
Call Centre Failings on Customer Service
December 3, 2009
A report on a leading call centre site said that “6 out of every ten people are changing have actually switched companies because of poor service levels”. It does not specify which companies they are talking about but we are probably looking at companies providing a service such as Insurance, Mobile phones and banking etc.
One of the reasons given for this is productivity. Call centre’s and other agencies seem to be looking to their managers to increase productivity and increasingly looking at things like wrap up times, call rates and generally focusing on increased productivity without looking at levels of customer service.
I don’t think anybody is suggesting that we ignore productivity just that there is an even balance between that and the levels of customer service given.
Unwanted Calls – The worst offenders
November 26, 2009
It has been said that the average consumer receives on average 21 unwanted calls a month. The worst offenders for this tend to be organisations such as debt collection agencies, mobile phone companies and charities. Other offenders include companies that use automatic dialers and agents who do not let the phone ring for long enough before hanging up.
There are steps you can take to try and make sure you don’t fall into these categories. Nobody is saying don’t call if you are a charity or don’t use auto dialers but do make sure you employ enough agents to manage the workload. Make sure you telemarketers or other staff are properly trained and not hanging up the phone after 3 rings just to increase their call rate.
It’s tough in the industry at the moment and let’s make sure we do the job properly!
Telemarketing – Listening skills – Tips
November 16, 2009
Telemarketing is not just about talking at the other person on the other end of the line. Telephone conversations always have been 2 way events with both participants contributing. Listed below are some of the skills useful to any good telemarketer:
Re-Capping
This tells the other person you are listening to them. Saying things like “It sounds like you have already thought of this” or “From what you’ve said” show the other person that you are taking notice of what they have said.
Interrupting
Don’t interrupt the other person let them speak. Just think back to a time when you have been in a conversation and been interrupted. It is really annoying and you will find it difficult to keep them engaged.
Ask relevant questions
This shows you have an interest in what they do and also gets you valuable information but the key word here is relevant. Don’t ask them what they had for dinner for example. This again gives them time to talk and be part of the conversation and gives you another opportunity to listen.
Distractions
Don’t be distracted by other things happening in the office. These are things not to listen to. Keep focused and then you will always be on the ball if you are asked a question.
Don’t second guess the other person
Just because you are listening don’t try and preempt what the person on the other end of the line is going to say next. Give them time to finish what they are saying and then carry on the conversation.
Telemarketing is good for business!
October 26, 2009
Everyone you speak to will have a different view of telemarketing and telemarkets. To some people it may be a nuisance but to others it could have benefited their lives in more ways than one. What we have to remember is telemarketers are offering a service or product. Overall what they are offering could be of use to you and in some circumstances save you money and time. Remember they are doing the job for a reason and are not calling just to wind you up personally.
Telemarketing is a serious job that can be very good for company’s running campaigns in this way.