Telemarketing Software Featured Article

Five Steps to Better Telemarketing

April 24, 2015
By Mae Kowalke - Telemarketing Software Contributor

Telemarketing can be a taxing profession. I know — I used to be an outbound telemarketing rep. It can be challenging to stay upbeat and focused in the call center environment, especially when the calling campaign is not personally exciting.

Managing telemarketers also can be taxing; keeping staff engaged and continuously improving performance is every bit as hard as manning the phones.

When it comes to managing, however, there’s a pretty clear pathway to easing the pain and keeping agents engaged. A recent blog post by Genie Parker on the VanillaSoft blog outlines the five critical steps for getting the most out of agents.

First, make sure a good sales CRM system is in place. This brings the data that is crucial to the other steps.

“A sophisticated sales CRM software is highly effective in collecting and reporting on data for lead management analytics, reporting, and quality assurance, giving managers a new level of insight about day-to-day activities to transform operations and increase closing ratios,” noted Parker on the blog.

Second, monitor calls in real-time and record them for quality assurance. Improving agent performance requires understanding what actually is going on during calls, and modern call center software can make this happen relatively easily.

Third, run reports to get sales pipeline insights.

“While call monitoring and recording lets you know what’s going on with some sales reps, running a report identifies team trends and lets you investigate what you’ve discovered in more detail,” noted Parker. “So after recording and monitoring enough calls to see a pattern, you can run a report to determine whether it is reflective throughout your team.”

Fourth, analyze patterns in the data and create strategy from it. Reports can be made on everything from which time of day is optimal for closing deals to what’s the weekly close rate for a campaign or team. Use these reports to discover what’s not working, and to craft a plan to fix these issues and improve metrics.

Finally, make training a priority. All the insight in the world is useless without it translating into action. And action comes from upping the game of sales staff.

Often training is cursory and more regulatory in nature, but the good call center will make continuous sales training a priority to help agents improve.

Sounds simple, and it is. The trick is actually putting it into practice. Are you leveraging your call center data effectively and translating it into action? 

Edited by Rory J. Thompson