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!
Call Centre venture to help the unemployed
November 24, 2009
There is a lot of talk by the government at the moment about getting the long term unemployed back into work. A social entrepreneur is setting up a new business venture for the helping the unemployed get back into work and then in full time employment.
There are always jobs for telemarketers and even in a recession the industry needs experienced recruits. Not only will this kind of venture help people gain new skills but will also give the economy a shot in the arm
What people fail to realize sometimes is you not only get people off benefit, the very same people pay national insurance, tax and have extra money to spend themselves which again helps the economy in with VAT on goods bought.
Telemarketing tips -Talking to the decision maker
November 20, 2009
When taking to a decision maker you have to realize that you only have 30 seconds (If that) to make an impression. You should first impress on them that the product or service you are offering is something of value or something that will benefit them greatly. If they already have the same service or product show the benefits of yours versus what they are using.
Make sure you have sound background knowledge and use terminology that makes you sound knowledgeable. The point of this is that if you yourself believe in what you are promoting it comes through in the conversation.
The last point to remember is that you are not trying to get something for nothing. Convince the decision maker of this and you are home dry.
Smile while you dial!
November 19, 2009
Dialing and smiling is a common term for the practice of cold calling. It generally has a bad rep especially if you are just sitting down for dinner after a hard day at work.
Now we may not think so but our emotions do come through when we are having telephone conversations. The person on the other end can generally get an idea if you are fed up or distracted in anyway. Smiling whilst you dial not only instills trust with the person you are talking to it also brightens up the conversation.
So the next time you reach for the phone remember smile before you dial – it works!
Voice recordings for training call centre staff – Does it work?
November 18, 2009
Everybody has heard the line “This call will be recorded for training and quality purposes”. Not everybody will realize that a good majority of call centre’s and telemarketing agencies do actually use them for training and quality purposes!
The question is do they actually work. The general consensus is that call recording can be very effective when used properly. Recordings should not be used just to show people where they went wrong in a conversation as this can have a negative effect. Some agencies allow agents to listen to recordings of themselves which gives them the opportunity to assess areas themselves where they can improve.
Call recording also gives the call centre manager the opportunity to listen to staff conversations in a natural environment rather than call listening where they sit side by side with the agent. Agents tend to stick to just the corporate message and find it difficult to just be themselves when a manager or supervisor is sat next to them.
All in all call recording can be very effective for training and can have very positive effects on staff training when carried out correctly.