Call Center 101 - How To Be Effective Telemarketers

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

The success of your outbound company will not only depend in your customers, but a great portion of it will depend on how effective your telemarketers in selling and promoting your business.

The company is weak if your agents are incompetent in handling their customers. At the end of the day, there's no potential sales reach by your agents this may lead to the termination of your account. There's lot of outbound companies survived from strong competition despite the ups and downs of the business.

Outbound call center companies should provide proper training to their hired applicants. Products knowledge is very important in helping your trainees evaluate their skills. Since telemarketers are entirely depending on the script, you need to make a script which is very reliable including active rebuttals which allow your agents to reply with their customers immediately.

If you'd been working in call center both inbound and outbound, you then have the potentials because you have substantial idea about the ins and outs of the industry. You have the edge from the other applicants because you can speak fluently with good intonation, accent, and sentence construction.

As a telemarketer, you need to be polite with your customers. Try to deliver your sweetest "hi" and "hello" as part of your delightful opening pitch. Get their attention with your strong communication skills combined with respectful intonation. In talking to your customers, be sure to introduce yourself first and address them in their first name or last name and not calling them "sir" or "ma'am."

Proper timing is necessary in building rapport with your customers. It is unpleasant to hear that your agents are hunger to get sales during their shift. Their performance depend mostly on how effective are they in promoting the products of your company. If they failed to get sales within a week, contact centers usually end their terms of service.

However, we need to acknowledge that the goal of the outbound which is synonymous to telemarketing is not only selling the value of their product. Contact center companies offering outbound should see to it that they have great line qualities, equipment, and good leads all the time. No matter they've got the best agents but the operation will be affected due to the poor communication barrier.

The agents should know how to explain to their customers on the benefits of the products their customers are going to avail. Avoid giving them false information because it will lead to serious dilemma and affects the welfare of your company. No more customers will listen to your agents if this horrible negative information will not be resolved right away.

Explain to your customers that they're going to enjoy the products they'll purchase from your company. If your company is offering vacation package, tell your customers nicely that exploring the paradise in Caribbean regions, Paris, Las Vegas, Mexico and other destinations are the best in the world. People born to be a marketer enjoy the privilege that they receive from working in a call center.

Meanwhile, not all customers will like the package you offer. Sometimes despite you give your best foot forward in convincing your customers, they're bit apprehensive, as they need to consult their wife or husband for the approval. If the scenario goes like this, you may approach your customers if when would be the best time for you to call back. As an agent, you need to listen very carefully while your customers are talking to you.

Active listening is very important in a telephoning technology. The common problem of the agents is their failure to listen to the welfare of their customers. Be sensitive enough in dealing with your customers all the time. If they declined your call, you can still wait for the next row of your customers. Don't throw invective words and berate your customers if they refused to receive your service. Always maintain your politeness by saying "Thank you for taking my call", and also, you can include "have nice day!"

Further, don't forget to smile and exercise your energetic voice because a lot of customers out there are waiting for you. You need to be positive all the time in achieving your goal. Avoid slacking off, instead try to handle your customers as if you're just talking with them in a face to face basis.*