How to Alter Call Center Perceptions
By
Tele-Center, Inc
We are all aware of the clichés relating to telemarketing. How they always call at the least convenient times, they are pushy, and just might be the most annoying people on the planet. If you are in telemarketing or interested in a telemarketing service provider, then do not fret. There are ways to alter peoples’ perceptions.
Consider the following:
Use a script as the exception and not the rule
Scripted language sounds like it is – boring, forced, and laborious. Rather than a script, use open-ended questions and mold the discussion in regards to your client’s needs. If anything is uniform, have bullet points at hand to address general points. It will sound more casual and less automatic (and lifeless).
Beware of the stigma
In the introduction, I referenced the cliché’s of telemarketing. There is a stigma attached to the industry. Attempt to avoid calling your service ‘telemarketing.’ The very mention of the word turns people away. I am not recommending restructuring your entire business; I am merely suggesting avoiding the ‘tele’ appellation.
Don’t use them
Customers do not want to think you are calling them because you want something. For instance, if you are calling to update your records, then phrase it in another way such as the opportunity to better engineer your products and services to their liking.
Vary your questions
Call recipients do not want to feel as if they are on trial. This occurs when callers ask too many close-ended questions. Vary the style of your questioning. The conversation will be livelier and less annoying to the customer.
Do not pause
Pausing during conversation to log information disrupts the flow. It may be easier to formulate a sheet were callers can log information and then transfer it into the system. It may create another step, but customer contact will improve – that is more important.
How are you rewarding reps
Representatives that are compensated through incentives can hastily perform their work, concentrating on quantity rather than quality. Let representatives know they will be rewarded based on their quality of work rather than being another link in the chain. This is a philosophy that must start with executives; let employees know your values so they are exhibited in their work.
Have an efficient system set in place
Have a great customer system in place. This means knowing what markets to target, when to target them, where to target them, and maintaining and updating information. Nothing irritates customers more than having to tell the same story twice to representatives of the same company.
Know what you can handle
Some companies outsource a little, and then others outsource a greater portion of their telemarketing and other relevant duties. Get together with your decision makers and asses how much work is to be done in-house and what can and should be outsourced.
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