Being Pleasant and Polite Goes a Long Way
Whether it is an angry customer or a happy customer, being pleasant and polite will never do your company any harm. A happy customer will only leave the phone call even happier than they were before they got onto it. A phone call with an unhappy customer will hopefully end on a positive note because of the pleasant and polite attitude.
It’s important to remember that these are your customers and you have to appreciate them. They are the reason you are running a successful business. With this in mind, you should exceed their expectations and give them the service that they deserve.
Customers are calling into your business for a reason, just like there is always a reason that you are contacting them. Each call into and out of your business is an opportunity to improve the customer service process and satisfy your customers.
Always keep your customers at the top of your mind.
Choose the Right Metrics, and Monitor Them Closely
What numbers are going to accurately reflect success for your team? Will it be leads? Appointments? Revenue? Every business is different, but teams usually will not succeed without tracking their metrics.
Once you’ve defined your metrics, make sure you establish baseline numbers and attainable benchmarks. Then everyone—in-house and outsourced—gets held to the same standard, reinforced by daily and weekly reports.
Remember that numbers tell the story. Metrics are important because they tell you what’s working and what isn’t working. Everything else is just noise.
Record Phone Calls
Recording every call, inbound and outbound, is the flip side of all that training. Most top call centers routinely record their calls—along with daily live agent monitoring—for training and quality control purposes.
Your representatives aren’t going to get any better if you aren’t recording their calls. If there is a bad conversation that takes place, review the call with them and discuss how things can be improved. If there is a good phone call that takes place, you can use this to review with them everything they did to make the conversation go so well. Have them take notes when going over recordings so that they can use it as a future reference.
Recording phone calls and playing them back is how you can learn too. You can find things that your employees are doing well and use that as a guide. When you find things that employees aren’t doing well and pain points, you can relay the message to them and find a way to fix the situation.
Train Representatives Appropriately
Customer service representatives should be rigorously trained and tested on scripts, prompts, company products and services in order to ensure that they professionally represent your company in front of clients and customers. You should want everyone involved to have the most professional experience and to better serve your customers during the process.
Most training is going to be done with the call script. Some people don’t think that a call script is necessary. It is necessary and it better be a strong one too.
Your team needs to practice your customer service process until it becomes second nature. Your scripts should be customized to engage the people on the other end of the call, with detailed answers to Frequently Asked Questions and prompts for overcoming likely objections.
Customer service representatives are the face of your company. This means that there always has to be a level of professionalism throughout the entire conversation.
It’s important to remain professional not only for the company, but for your customers too.
If there is an issue with the customer, you should put them on hold and call a manager over. Managers have a lot of experience in the field and should be able to fix almost any situation.
This means that you should have amazing managers on the floor that you trust. All employees should trust the managers. This means that people working below, above or with managers should trust them.
Leave the Customer Satisfied
At the end of the conversation, make sure that the customer knows what was accomplished on the phone call. If you are going to pass along information, help them understand what you are passing along. If you need to contact them again, let them know when they should expect to hear from you.
Always make sure that the customer knows what the call accomplished before they hang up the phone.
If the customer needs to call you back or call a different line, be ready to transfer them or give them the correct number to call.
If transferring somebody, get the person you are transferring on the phone and then connect them with the customer. Introduce them to one another and then let them know that you are going to hang up.
Finish the conversation with, “have a nice day” or “it was nice talking to you today.” Happily ending the conversation will leave them with a positive experience.
Leaving the customer satisfied can transform a negative experience into a positive one.
Not too long ago, we had a conversation with a prospect who was contemplating an outsourced call center because their sales staff was spending too much time on the phone.
We asked, “Are they handling mostly inbound or outbound calls?”
They didn’t know. In fact, they weren’t even clear on the difference!
Many people like you are using telemarketing as a reliable service to introduce their business to prospects or to handle call overflow. In general, inbound calls are about safeguarding the business you already have, while outbound calls are about growing that business.
Before deciding which one is appropriate for your business needs, it’s important to know that there’s more to inbound and outbound calls than the direction of the call.
Inbound Calls: Listening, Helping and Building Trust
When someone calls your business, it’s a commitment of their time. Cleary, they are interested in what you have to offer. A superior inbound call center will use this as an opportunity to listen, help and build trust between the caller and your business.
Some key roles your inbound call center should fulfill:
· Customer service Around 50% of all inbound calls concerns customer service from simple questions to complex troubleshooting. Make sure they get what they need because satisfied customers are your number one source of new leads!
· Direct advertising response When someone responds to your ads, you need well-trained inbound specialists to answer their questions and convert that lead into a sale.
· Professional answering service Routing inbound calls to the correct department will help your operation run smoothly and saves potential customers from the annoyance of being stuck on hold or transferred over and over.
· Lead qualification and upselling People don’t always know what they want, even if they think they do! Well-trained inbound specialists help convert leads into sales, and sales into bigger sales.
Your inbound call center should help callers feel that their time and concerns matter to your business. Answering their questions, solving their concerns and fulfilling their requests builds that trust.
Outbound Calls: Lead Generation, Sales, and Research
A call from your company may be the first time an outsider ever hears from you. A top outbound call center will make that first contact count by generating leads, converting leads into sales, and gathering the information your business thrives on.
Some key roles your outbound call center fulfills:
· Lead generation A well-trained outbound call campaign is a seamless extension of your sales team, executing up to 100 targeted dials per hour and pitching as many as 15 of them—quadruple what an average person can do. And you should always get full daily and weekly reports with the results.
· Sales Reach out to prospects and customers with custom-scripted outbound calls. Convert leads into sales, upsell, cross-sell and make sure everyone gets the information they request.
· Database maintenance Your lists are only as good as their most current information. Keep your CRM updated with outbound calling and data entry.
· Market research Why rely on the same research everyone else is using? Stay on top of the latest trends affecting your business—and compile your own, proprietary data—with custom outbound surveys.
Knowing the difference between inbound and outbound calls is critical to keeping your customers satisfied and helping your sales team hit their potential. Ask us how call centers help grow your business.
Post written by: Amy Schiller
As you may know, lead generation is an extremely crucial part to any business. No matter how big or small your business is, it’s always important to make sure that you’re doing everything in your power to continue bringing new prospects into the sales pipeline.
There’s no doubt that digital marketing is a great method when it comes to B2B lead generation techniques but sometimes it’s important to rely on more traditional ways to draw in new customers and expand your sales funnel.
Telemarketing is absolutely necessary when it comes to expanding your business because it’s a great way for generating leads.
Let’s take a look at the different ways that telemarketing can benefit your business.
1. Outbound Telemarketing
You may be most familiar with this type of telemarketing. Outbound telemarketing is when callers reach out to prospects for the intention of sales or brand awareness.
It’s also a great way to reach new people and expand your customer base.
Outbound services can be used for appointment setting, audience development, customer success outreach, new customer acquisition and much more.
When you hire a telemarketing company to work on your outbound efforts you get experienced professionals talking to your prospects. Every time a telemarketer picks up the phone the chances of you landing a sale increases.
2. Inbound Telemarketing
This is another way to make a strong, lasting impression with current and potential customers.
Inbound telemarketing makes a great impression with current customers and prospects. If they are calling your business, this means that they are interested in what you have to offer.
They have already showed interest in your company, and the answers that you might be able to give them. This can translate into a higher sales rate.
Inbound telemarketing includes customer service, sales and order taking, direct advertising response, help desk and answering services.
Do you want your employees to be more productive and focused on relevant tasks?
If you have a set team answering inbound calls, it gives your employees an opportunity to focus on their jobs and less on customer service issues or help desk efforts.
Outsourcing Your Telemarketing
When you outsource your telemarketing, you are utilizing trained sales professionals to help grow your business.
A good call center will make sure that its employees are professionally trained, and extremely knowledgeable on every part of your business. They need to be able to answer a variety of questions that may come their way on many different issues.
In a world with impersonal, far-reaching messaging, telemarketing can provide that one-on-one personal touch your business needs in order to land new clients or customers.
Telemarketing can be a great way to reach a strong list of potential prospects. It can be a great way to build new business relationships, while expanding your sales. If you want to know what it can do for your B2B lead generation, contact us today.