Telemarketing Software Featured Article

Take Your Telemarketing Software to the Next Level and Enjoy the Results

November 07, 2011
By Susan J. Campbell - Telemarketing Software Contributing Editor

If the concept of the call center conjures up thoughts of confusing phone trees, long wait times and less than helpful customer representatives, the organization hoping to promote sales through the call center may struggle to generate new revenue opportunities. In fact, according to this Destination CRM piece, 67 percent of customers have hung up during a service call before their issue could be addressed. Another 71 percent were tremendously annoyed that they could not get the right person on the phone and 56 percent were similarly annoyed when they had to jump through multiple hoops to get to the right information. 

The good news is there are telemarketing software solutions available to help to streamline the process, deliver quality customer care and create new revenue opportunities. The key is to view customer loyalty as an integral element within the organizational strategy and understand customer needs as they pertain to fundamental business success. Prior to incorporating telemarketing software into your own environment, think of different changes you could make internally to derive the most success from any implementation

You can start with your staff and put programs in place that make them happy to be a part of your team. Remember the call center plays a critical part in the overall success of the organization and you should treat your employees as most valuable players. Consider establishing an incentive program that provides rewards for good performance. Know your team and what motivates them to action. Don’t assume that more money will work in every situation. At times, simply implementing a contest can entice individuals to action. Select rewards accordingly and follow through on incentive programs. 

Telemarketing software can also be put in place to support the home-based agent. Not every call center finds success within four walls and the home-based platform is popular for stay-at-home moms, the semi-retired or veterans. Don’t forget that good training is important in any position. Train your trainers in the value of telemarketing software and they can in turn train your agents.

Technology, such as that supported by telemarketing software, is important in the high performing contact center. The average service rep, according to a survey by Velociti Partners uses seven or eight applications every day to resolve issues and that technology must be up to date. 

When the telemarketing software is offered through multiple channels and on mobile platforms, additional customers can be supported. Even with robust telemarketing software in place, don’t forget the value of being social. Social media is the one channel that is gaining the most traction in the contact center space. Customers expect to be able to connect with companies through social media channels to get information, ask questions and share feedback. At the same time, it’s important that you monitor these channels to create the right experience. 

Finally, get personal and listen closely with your telemarketing software. Customers today are much more informed about your product and your company, putting more pressure on your sales reps to perform. To get the most out of your telemarketing software, reach customers on their level, and respond to their needs. In the end, you’ll drive a more successful campaign with greater revenue and more satisfied customers.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny