Telemarketing Software Featured Article

Telemarketing Rules for Leaving Voicemails

September 12, 2016
By Stefania Viscusi - Assignment Desk, Content Management

If you’re in the business of selling things, chances are you’re familiar with scripts and knowing just the right thing to say at the right time. This is a pertinent talent in sales, and especially in telemarketing where phone skills are essential. But not just when a call is connected with potential customers or buyers is it necessary to know exactly what to say; even when leaving a voicemail, knowing just what to say can be the thing that makes or breaks a deal.

Leaving voicemails can be somewhat of a crapshoot. Some people may delete the message before they even listen to it and others may never even get the message if it disappears into the abyss of non-answered call logs of today. Ensuring your agents are armed with what to say and what not to say when they leave messages is key

 A recent post on Hubspot written by Aja Frost looks at the eight phrases agents should never say on a voicemail. These are phrases that are sure to leave a bad taste in customers’ mouths, or that will guarantee you never get the callback you hoped for.

Topping the list is the need to modernize salutations. Back a decade or more ago, using formalities like Mr. (last name) or Mrs. (last name) was the proper way to address people. Today that’s gone out the window. Not only is it awkward but it’s impersonal and people hear it as ‘not caring enough’ to address them by their first name. Scripts and rules for leaving voicemails should now exclude these kinds of salutations.

Another thing to keep in mind is that voicemails are not to be used to offer the sales pitch. These are just reminders to give you a call back. The worst thing to do is start talking about pricing features and offerings right in the voicemail itself. That’s a sure way to be deleted and forgotten.

And finally, the biggest point, and the reason for so many customer service revamps today, is personalization. Potential buyers, even on a voicemail message, need to know that you get them. That you understand their needs and are there to help – not just sell them something for the sole reason of landing a buy. You should get familiar with them. Know their business, their website, if they’ve had any recent big events you can relate and tie to your cause. The caller should feel like you are talking specifically with them and not delivering a generalized sales pitch that every Jane and Jack already got on their voicemails too.

Keeping all of this in mind, Frost notes will make it possible to make a better impression and increase the chances of connections and call backs.  

Edited by Alicia Young