What are some important things for a telecaller?

Telecalling has become an important part of every business. It is an economic method of communicating with prospective and existing customers. 

Businesses can choose to outsource telecalling operation to a contact center quipped with a Call Center Software or either get it themselves. While training telecallers, here are a few things you should train them on:

1. It is very important to have a clear picture of the business goals and set targets about what is to be achieved. The telecaller should have a clear vision in his mind to initiate the campaign. 

The call should start with a dynamic introduction and proceed with a quick description about why the call is made addressing the customers need with an appropriate solution. Thus, contact centers use Call Center Software Solutions to smoothen the telecalling process.

2. The telecaller needs to be persistent in his approach. He may choose to have flexibility in his working patterns with Virtual Call Center Software, but needs to deliver quality.

3. One of the most important things is showing respect for the caller by asking him about a convenient time, giving him options to choose from and then addressing his requirements/concerns.

4. While interacting with a prospect or a customer, it is necessary for telecallers to understand if the caller would like to spare sometime and proceed with the call. 

Hence, contact centers use Outbound Call Center Software, to make it easier for employees to schedule calls and set up appointments, as per customer preferences.

5. It is important to represent a call as help that you are offering to address the caller’s needs rather than giving that traditional sales pitch. So, it is essential for businesses to make sure the telecaller can deal with customers effectively due to which they have Best Telemarketing Software for call monitoring.

6. A telecaller cannot afford to sound dumb over calls or sound as if he lacks knowledge about the product. People usually don’t have the time to wait for you to think and have much more important things to do, which makes it very important for you to check on the confidence levels of your telecaller.

7. At times, it may happen that a customer comes across one or more telecallers. Thus, companies on-board Cloud Contact Center Software making it easier for telecallers to share feedback’s or reports to effectively solve customer queries. 

8.The feedback process should proceed in a question & answer format. The caller can ask questions, feedback can be given or taken depending on customer issues and finally the telecaller should confirm that the caller has clearly understood the solution. He can initiate a call back or confirm it on the on-going call.

9.If it is a sales call, you cannot expect the customer to take a decision immediately so don’t be too aggressive. On the other hand, if it an inbound call where the customer wants a solution to some issue, you cannot talk too fast. You might lose customer engagement resulting in low customer satisfaction.

10.Last but not the least, telecallers need to have a closing for calls and use words like ‘Thank you’ or ‘It was nice talking to you’ or ‘All the best’. This further helps maintain good customer relationships. Hence, companies should put into action their Customer Contact Center Software Solutions.

CASE STUDY:

It is usually very difficult to mug up things, whereas, explaining it with real life scenarios or examples makes it easier for you understand. So let’s look at how Arjun was facing issues handling customer calls.

CHALLENGE:

Arjun was a fresher who’d joined a call center recently. His job responsibilities included calling customers to promote a tourism company and managing customer service for a tea brand. It was very difficult for him to cope with the volume of calls and further handle two client accounts.

He was not able to keep up with his sales targets and callers who called, often witnessed poor problem solving skills which lead to low customer satisfaction.

SOLUTION:

His supervisors knew the only solution that could ease this process would be to on-board the Best Call Center Software which will help keep a track and analyze concerns.

As they brought home the software, they often started monitoring calls to train Arjun and other employees so as to increase the efficiency of calls.  

The supervisor noticed that the employees needed training to understand how the calls should be initiated and a way to move ahead. Thus, a customer oriented approach was implemented to increase the customer satisfaction rate.

Now that you have a direction to improve your calls, it is time to get going with that enthusiastic charm and let your callers feel the ease of calling you.