1. Have a detailed plan.
A telesales campaign will be more organized and successful if it is properly planned. Don't confuse a telesales plan with a sales call script. (Call script). The blueprint provides the necessary structure of the call with a rating scale. But for the plan to be implemented, the telesales staff must first understand what they are selling? What does the customer need? What is the goal of this call?
Some of the evaluation points of the plan include:
- Clear introduction points, stimulating customer interest.
- Ask effective questions to elicit information and probe customers.
- Convey information concisely, completely, and coherently.
- Appropriate refusal handling methods
- Call termination method for each case.
2. Create multiple sales groups.
Creating multiple teams in a telesales project is essential to increase teamwork and promote competition between teams. The nature of work for all teams may be the same, but give each team a different name and mission.
3. Encourage employees to use closed communication methods.
Many telesales staff use open communication methods because they think that customers will be more comfortable sharing information and giving customers more choices, but this is a mistake. According to many studies, using closed communication questions makes it easier to extract information from customers, goes straight to the heart of the problem and saves more time. (Closed questions are choice questions, yes/no questions)
4. Don't focus too much on call time.
Creating pressure by shortening the call time to increase work efficiency is something that managers must consider carefully. Let the call take place as naturally as possible, helping telesales staff feel more comfortable during the interaction with customers. Give your staff enough time to work most effectively.
We would like to suggest a method to shorten the sales call time, if this shortening is necessary, mandatory and suitable for the characteristics of your product: Skills to close sales quickly in the first customer contact.
5. Rotate sales teams to allow them to work from home.
Classical psychology shows that high-skill jobs (like sales) are less effective if there is too much supervision. Rotate telesales teams according to work location allocation to evaluate, many studies show that telesales employees working from home increase productivity from 15 – 20%. Maybe you are struggling with the difficulty of managing staff working from home?
See now: Cloud call center – Work and manage agents remotely (work from home)
6. Encourage employees to show empathy towards customers.
Building trust through empathy with customers helps telesales staff solve problems in a much more effective way. Customers are more willing to talk to the staff and share more instead of hanging up quickly. This means that the sales staff has more basis to easily sell, now that the customer has "opened up" more.
7. Ask employees to share about their work situation.
Regularly sitting down and sharing the advantages and especially the difficulties in the work helps managers know what needs to be improved in their department. Employees sometimes understand the weaknesses in the operating process and errors in the system better than managers.
8. Create a competition program.
Stimulate the competitive spirit of teams and individuals based on competitions with prizes. Can be implemented according to each business event, off-peak periods, etc.
9. Create an energetic, engaging environment.
Boost employee morale through environmental influences. It can be as simple as playing upbeat music with positive messages every morning or after lunch break. Create Huddle programs and employee birthday programs to show your concern for your employees.
10. Build a fair and clear promotion path.
In this way, create a clear promotion mechanism, print it on paper and post it in a position where everyone in the department can see it. Clearly state each condition/point scale to be promoted to higher positions to stimulate each person's efforts.
Don't forget to measure the methods you implement to know exactly how effective they are.
