Telemarketing software is only as powerful as the people who are using it. This stream of logic seems to go unnoticed, however, for those who consider telemarketing an archaic form of generating revenue and establish customer connections. Of course, this isn’t true. The key to leveraging the full power of your telemarketing software is by empowering your agents for proper and optimal utilization. So, when we stumbled upon a recent article from Business2Community divulging the top do’s and don’ts of B2B telemarketing, we felt we should share the wealth, as a lot of the points easily translate to any outbound telemarketing strategy.
So…what should your agents be doing in conjunction with using telemarketing software?
Keep Things Civil: Some of your customers are inevitably going to decline your offer, and that’s okay. What’s not okay, however, is to push too far or to end the call in a way which leaves a bad taste in the customer’s mouth. Agents should remember the importance of the three p’s: politeness, patience and persistence.
Leverage Additional Marketing Methods: Traditional telemarketing methods can sometimes feel too stiff. Try leveraging different strategies and tactics that will work to enhance customer engagement rather than stifle it. For instance, balancing the formality of telemarketing with the casualness and creativity of social media could prove advantageous.
And on the opposite side of the spectrum, your telemarketing agents should certainly not be doing the following:
Pressuring Customers: Remind your agents that they are making the first point of interaction; therefore, if the customer wants out, let them. The only thing worse than ending a call on a bad note is not letting the call end at all. Furthermore, educate agents on the importance of taking time between calls – allow them to reinvigorate themselves before going to dial a new number.
Forgetting to Do Their Research: Any telemarketing firm looking to get a leg up on the competition should be empowering its agents with need-to-know information. This can include target audience demographics and best practices to help acquire qualified leads.
Can you think of any more to add to this list?