{"id":19838,"date":"2025-02-11T14:07:04","date_gmt":"2025-02-11T07:07:04","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19838"},"modified":"2025-11-24T16:30:16","modified_gmt":"2025-11-24T09:30:16","slug":"improve-overall-telesales-management-efficiency","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/improve-overall-telesales-management-efficiency\/","title":{"rendered":"Improve overall telesales management efficiency"},"content":{"rendered":"<p>Managing a telesales team is not only a job that requires patience, but also analytical skills, people management, and process optimization.<\/p>\n<p>Nh\u1eefng kh\u00f3 kh\u0103n m\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00fd th\u01b0\u1eddng g\u1eb7p nh\u01b0: \u0110\u1ed9i ng\u0169 thi\u1ebfu \u0111\u1ed9ng l\u1ef1c, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i th\u1ea5p, quy tr\u00ecnh r\u1eddi r\u1ea1c, v\u00e0 thi\u1ebfu c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3. Trong b\u00e0i vi\u1ebft n\u00e0y, Bellsystem24 Vi\u1ec7t Nam s\u1ebd cung c\u1ea5p h\u01b0\u1edbng d\u1eabn chi ti\u1ebft \u0111\u1ec3 gi\u1ea3i quy\u1ebft t\u1eebng v\u1ea5n \u0111\u1ec1, gi\u00fap n\u00e2ng cao hi\u1ec7u qu\u1ea3 v\u00e0 \u0111\u01b0a \u0111\u1ed9i ng\u0169 telesale c\u1ee7a b\u1ea1n l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-19549 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1024x554.png\" alt=\"What is a call center?\" width=\"1024\" height=\"554\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1024x554.png 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-300x162.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-768x416.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-1536x831.png 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-2048x1108.png 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2019\/09\/call-center-la-gi-18x10.png 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2>B\u01b0\u1edbc \u0111\u1ea7u: X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau Telesale<\/h2>\n<p>Tr\u01b0\u1edbc khi x\u00e2y m\u1edbi ho\u1eb7c \u0111\u01b0a ra \u0111i\u1ec1u ch\u1ec9nh, vi\u1ec7c quan tr\u1ecdng l\u00e0 \u0111\u00e1nh gi\u00e1 v\u00e0 x\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau (t\u1ed5ng th\u1ec3, theo t\u1eebng giai \u0111o\u1ea1n) \u0111\u1ec3 l\u00ean k\u1ebf ho\u1ea1ch v\u1eadn h\u00e0nh ph\u00f9 h\u1ee3p. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng, quy\u1ebft \u0111\u1ecbnh th\u00e0nh b\u1ea1i v\u00ec n\u00f3 s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn to\u00e0n b\u1ed9 ho\u1ea1t \u0111\u1ed9ng.<\/p>\n<h3>Th\u1eddi h\u1ea1n m\u1ee5c ti\u00eau<\/h3>\n<p>D\u00f9 m\u1ee5c ti\u00eau c\u1ee7a c\u1ee7a b\u1ea1n l\u00e0 g\u00ec, n\u00f3 c\u0169ng c\u1ea7n c\u00f3 th\u1eddi h\u1ea1n.<\/p>\n<ul>\n<li aria-level=\"1\">Long-term: Full-time, over 1 year.<\/li>\n<li aria-level=\"1\">Medium term: From 6 months to 1 year.<\/li>\n<li aria-level=\"1\">Short-term: From 1 to 6 months.<\/li>\n<li aria-level=\"1\">According to the campaign.<\/li>\n<\/ul>\n<h3>The objectives must be measurable and adhere to the SMART principle.<\/h3>\n<p>M\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 telesale ph\u1ed5 bi\u1ebfn:<\/p>\n<ul>\n<li aria-level=\"1\">Revenue.<\/li>\n<li aria-level=\"1\">Profit.<\/li>\n<li aria-level=\"1\">Profit and Loss (PnL).<\/li>\n<li aria-level=\"1\">Sales volume.<\/li>\n<li aria-level=\"1\">etc.<\/li>\n<\/ul>\n<p><em><strong>M\u1ee5c ti\u00eau c\u1ea7n tu\u00e2n th\u1ee7 nguy\u00ean t\u1eafc SMART, bao g\u1ed3m:<\/strong> <strong>S<\/strong> \u2013 Specific: Specific, clear, easy to understand. <strong>M<\/strong> \u2013 Measurable: Can be measured. <strong>A<\/strong> \u2013 Achievable: Suitable for the capabilities of the personnel. <strong>R<\/strong> \u2013 Realistic: Realistic. <strong>T<\/strong> \u2013 Time bound: Deadline for achieving targets.<\/em><\/p>\n<blockquote><p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/top-6-metrics-for-evaluating-telesales-effectiveness\/\">Common telesales performance metrics<\/a><\/span><\/p><\/blockquote>\n<h2>Develop standard operating procedures<\/h2>\n<p>Operating procedures are the backbone of any telesales department. To build an effective process, you need to follow these steps.<\/p>\n<h3>1. Clear customer segmentation<\/h3>\n<ul>\n<li aria-level=\"1\">Identify target customer groups based on demographics, behavior, and needs.<\/li>\n<li aria-level=\"1\">Build a clear customer profile so that the entire team can understand it.<\/li>\n<li aria-level=\"1\">Use historical data to identify the customer group with the highest conversion rate.<\/li>\n<\/ul>\n<p>=&gt; <strong>Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng c\u1ea7n \u0111\u00e1p \u1ee9ng 3 ti\u00eau ch\u00ed c\u01a1 b\u1ea3n: <\/strong>C\u00f3 nhu c\u1ea7u s\u1eed d\u1ee5ng, c\u00f3 kh\u1ea3 n\u0103ng mua, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn (qua k\u00eanh telesale).<\/p>\n<h3>2. Develop detailed telesales approaches and scenarios<\/h3>\n<ul>\n<li aria-level=\"1\">Test and determine which customer approach and care methods are effective (Test on multiple subjects at different times).<\/li>\n<li aria-level=\"1\">Create scripts tailored to each customer group, including open-ended questions to elicit information and specific solutions for each customer's issues.<\/li>\n<li aria-level=\"1\">The script needs to be flexible, avoiding rote learning.<\/li>\n<\/ul>\n<blockquote><p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/telesales-2\/\">Effective telesales script template<\/a><\/span><\/p><\/blockquote>\n<h3>3. Training and practice<\/h3>\n<ul>\n<li aria-level=\"1\">Train staff on products, services, and <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/handling-customer-complaints-2\/\">rejection handling skills<\/a><\/span>.<\/li>\n<li aria-level=\"1\">Regularly organize practice sessions and role-plays to improve communication skills.<\/li>\n<li aria-level=\"1\">Develop \"learn and ask\" programs so that all members can openly share their difficulties and experiences during the work process.<\/li>\n<\/ul>\n<h3>4. Continuous monitoring and optimization:<\/h3>\n<ul>\n<li aria-level=\"1\">Measure metrics against business objectives and implement continuous improvement.<\/li>\n<li aria-level=\"1\">Record calls to evaluate quality, learn lessons, and retrain.<\/li>\n<li aria-level=\"1\">Collect feedback from customers to adjust the process.<\/li>\n<\/ul>\n<blockquote><p>See also: <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/top-6-metrics-for-evaluating-telesales-effectiveness\/\">Top 6 metrics for measuring and evaluating telesales effectiveness<\/a><\/span><\/p><\/blockquote>\n<h2>Human resource management<\/h2>\n<p>People are the decisive factor in success or failure, and this is also the issue that causes many telesales managers the most headaches. To manage your team effectively, you need to focus on four aspects: building an optimal telesales department structure, recruiting, training, and motivating.<\/p>\n<h3>Establish a telesales department structure<\/h3>\n<p>Build a telesales department structure to optimize operations, ensure smooth coordination, create diversity, and maintain a competitive spirit within the team.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-19542 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-1024x745.jpg\" alt=\"so do call center\" width=\"1024\" height=\"745\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-1024x745.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-300x218.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-768x559.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center-18x12.jpg 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/12\/so-do-call-center.jpg 1089w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p style=\"text-align: center;\"><em>Reference: Telesales department organizational structure<\/em><\/p>\n<h3>Hiring the right people<\/h3>\n<ul>\n<li aria-level=\"2\">Seek candidates with strong communication skills, a positive attitude, and the ability to work under pressure.<\/li>\n<li aria-level=\"2\">Assess the candidate's potential for long-term commitment.<\/li>\n<li aria-level=\"2\">Use situational simulation tests to select the most suitable candidates.<\/li>\n<\/ul>\n<h3>Continuing education<\/h3>\n<ul>\n<li aria-level=\"2\">Develop training programs not only on products but also on persuasion skills, time management, and handling rejection.<\/li>\n<li aria-level=\"2\">Apply a one-on-one mentoring approach to help new employees quickly get up to speed and practice role-playing various scenarios.<\/li>\n<li aria-level=\"2\">Implement retraining and upskilling programs to enhance capabilities.<\/li>\n<\/ul>\n<p><strong>Example of the telesales training process at Bellsystem24 Vietnam<\/strong><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-19842 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_QuyTrinhTelesales-1.jpg\" alt=\"telesales training\" width=\"800\" height=\"329\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_QuyTrinhTelesales-1.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_QuyTrinhTelesales-1-300x123.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_QuyTrinhTelesales-1-768x316.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_QuyTrinhTelesales-1-18x7.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>Encourage and recognize<\/h3>\n<ul>\n<li aria-level=\"2\">Set specific, realistic goals with appropriate rewards for achieving them.<\/li>\n<li aria-level=\"2\">Regularly organize team meetings and orientations to listen to employees' opinions and recognize their efforts.<\/li>\n<li aria-level=\"2\">Organize periodic review and recognition programs.<\/li>\n<li aria-level=\"2\">Conduct periodic performance evaluations and consider promotions and salary increases based on career paths.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19839 size-large\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-1024x683.webp\" alt=\"training\" width=\"1024\" height=\"683\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-1024x683.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-300x200.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-768x512.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-1536x1024.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-2048x1365.webp 2048w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/daotao-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2>Evaluating telesales effectiveness<\/h2>\n<p>To accurately assess the effectiveness of your telesales team, you need to apply specific KPIs. For more information, see the article:<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/top-6-metrics-for-evaluating-telesales-effectiveness\/\">Top 6 metrics for measuring and evaluating telesales effectiveness<\/a><\/span><\/p>\n<h2>Improving telesales effectiveness<\/h2>\n<p>Managing telesales is a continuous improvement process. Here are some ways you can apply it:<\/p>\n<h3>Application of new technology<\/h3>\n<ul>\n<li aria-level=\"2\">Use<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\"> CRM software<\/a><\/span> to manage customer data, track progress, and automate repetitive tasks.<\/li>\n<\/ul>\n<h3>A\/B Testing<\/h3>\n<ul>\n<li aria-level=\"2\">Test different approaches to find the optimal strategy.<\/li>\n<\/ul>\n<h3>Learn from the market<\/h3>\n<ul>\n<li aria-level=\"2\">Monitor your competitors and apply their effective strategies to your team.<\/li>\n<\/ul>\n<h2>Tools to support telesales management<\/h2>\n<p>Technology plays an important role in improving telesales management efficiency. Here are some useful tools:<\/p>\n<ul>\n<li aria-level=\"1\">Software <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\">CRM<\/a>:<\/span> Manage customer data, track communication history, and classify potential customers.<\/li>\n<li aria-level=\"1\">KPI measurement tool: Helps you monitor team performance in real time.<\/li>\n<li aria-level=\"1\">Call automation software: Optimizes call time and reduces manual work for call center agents by <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\">auto call software<\/a>.<\/span><\/li>\n<li aria-level=\"1\">Voice analysis tool: Evaluates call quality and provides detailed feedback.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19392 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Auto-call-1.png\" alt=\"What is auto call?\" width=\"800\" height=\"400\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Auto-call-1.png 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Auto-call-1-300x150.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Auto-call-1-768x384.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Auto-call-1-18x9.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h2>Essential skills for telesales managers<\/h2>\n<p>A skilled telesales manager needs not only professional skills but also leadership and inspirational abilities. Important skills include:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>Communication skills:<\/strong>\n<ul>\n<li aria-level=\"2\">Know how to communicate clearly and persuasively.<\/li>\n<li aria-level=\"2\">Listen to employees and customers to come up with appropriate solutions.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\"><strong>Analytical skills:<\/strong>\n<ul>\n<li aria-level=\"2\">Read and understand the data to make the right decisions.<\/li>\n<li aria-level=\"2\">Analyze the strengths and weaknesses of the team to improve performance.<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\"><strong>Leadership skills:<\/strong>\n<ul>\n<li aria-level=\"2\">Motivate and create a positive work environment.<\/li>\n<li aria-level=\"2\">Set a clear vision and guide the team to achieve the goals.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Managing telesales is no easy journey; it requires a combination of well-thought-out strategy and flexible leadership. With clear processes, a well-trained team, robust technology support, and continuous improvement, you can turn challenges into opportunities, building a telesales team that not only operates effectively but also creates long-term value for your business. Start with small steps, be persistent, and always innovate to achieve greater success.<\/p>","protected":false},"excerpt":{"rendered":"<p>Qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169 telesale kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng vi\u1ec7c \u0111\u00f2i h\u1ecfi s\u1ef1 ki\u00ean nh\u1eabn m\u00e0 c\u00f2n c\u1ea7n k\u1ef9 n\u0103ng [&hellip;]<\/p>","protected":false},"author":13,"featured_media":16050,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-19838","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>N\u00e2ng cao hi\u1ec7u qu\u1ea3 qu\u1ea3n l\u00fd Telesale t\u1ed5ng th\u1ec3 - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Qu\u1ea3n l\u00fd \u0111\u1ed9i ng\u0169 telesale kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng vi\u1ec7c \u0111\u00f2i h\u1ecfi s\u1ef1 ki\u00ean nh\u1eabn m\u00e0 c\u00f2n c\u1ea7n k\u1ef9 n\u0103ng ph\u00e2n t\u00edch, qu\u1ea3n l\u00fd con ng\u01b0\u1eddi v\u00e0 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh. 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