The business of telemarketing emerges from a conflict. Telemarketers need to make calls to customers despite the fact that these calls are viewed with scorn and derision by a vast majority of people. At the same time, it is through these calls that a company establishes important contacts and generates crucial leads to carry the business forward. It is the primary duty of every telemarketing executive to deal with this conflict and adopt a high level of professionalism to try to distinguish your call from tens of other telemarketing calls that any household receives on a day-to-day basis.
Whether a company chooses to establish its own in-house telemarketing facility or outsource the process to an outbound call center, it is important to ascertain that all the hired and trained callers possess a high level of professionalism to carry out the difficult job of making effective calls to prospective clients.
Here are a few tips of make your call successful. Adopt them for better reception by your clients.
1. Identify yourself. It is not only professional but also good manners to identify oneself at the beginning of a call. Unidentified calls are always looked at with suspicion. At the onset of the call, it is a good practice to give out your name and the name of the company on whose behalf the call is being made. While the first name would suffice in case of a business-to-customer call, it is more professional to give both the first name and the last name when making business-to-business calls or calls to high-end customers.
2. Call at the customer’s convenience. It is courteous to give priority to customer’s time. Instead of just being in a hurry to get the message across at the very first call, it is better to first enquire whether the recipient would like to be called at a more convenient time. This should be done at the very start to have a good impression on the client. If the client gives a callback time the chances of closing a deal is itself enhanced.
3. Coordination with other campaigns. Making counter references to other marketing campaigns of the company adds legitimacy to a call and puts focus on the conversation. If a caller can make the call sound like a follow-up to a marketing piece, such as, a mail or a newspaper advertisement, such coordinated efforts can prove to be very successful for the company.
4. Compliance with rules and regulations. Rules and regulations with regard to the Do Not Call lists keep changing and it is the responsibility of any telemarketing caller to keep abreast of any amendment in the regional or national rules. Any clash with the rules and regulations can be immensely harmful for the company’s reputation and business. So, it is best to keep away from the dangerous waters. While being up-to-date with all such regulations might be rather difficult for an in-house telemarketing facility, outsourcing the services can keep all such troubles at bay.
5. Build a database. Telemarketing activity can be used fruitfully to build up a prospect database. By keeping track of the information already collected, future calls can be made more productive. A concerted effort made at collecting data and generating leads for a certain period can strengthen your network and streamline your efforts.
6. Give priority to quality. While it is important to go in for cost saving methods in chalking out a telemarketing program, it should be kept in mind that cheaper options can very often prove to be counter-productive. Automated calls or unprofessional callers can do more harm than good to a company’s reputation. Quality should be given the highest priority while deciding on outsourcing telemarketing services.
Telemarketing calls are much more than lead generation activities for companies. Each call made to customers play an important role in creating an overall impression about a business in the market and in building a company’s reputation. Therefore, whether telemarketing services are managed within the company or outsourced to a call center, it is of primary importance to maintain a high level of professionalism in conducting the services.