Hiring A Call Center Telemarketing Firm

Today, Call Center India industry is a booming industry that is generating lakhs of jobs each year. Hiring a call center telemarketing firm to outsource telemarketing work is not as simple a task as it sounds; it demands detailed and careful planning. You need to make good research about your potential telemarketing services provider before reaching any decision. The research may involve tasks like finding out whether the telemarketing services firm follow set standards of the answering service industry; what’s the company history; how much staff do they employ; how many big clients do they have; do they believe in innovation; and so. These things would provide you a fair idea about a telemarketing firm and enable you to reach the right decision. There are several products/services telemarketing skills that a good service provider should possess in order to provide effective services. The same are discussed under that will help you in reaching an informed decision regarding the choice of the right service provider among the many telemarketing providers in the market.

A call center agent or Customer Care Executive (CCE) must sound positive while interacting with customers on phone. In fact, this is the foremost quality of a CCE. The agent must be well-versed about the product or service he is marketing on the telephone. The customer can recognize the CCE’s positivity and faith in product by hearing his voice on the telephone. If the customer feels that the agent himself is not sure about the quality or utility of the product/service he is promoting or trying to sell, the customer would simply turn down the offer. If the product/service is introduced enthusiastically and confidently by the CCE, it creates a strong influence on the customer’s mind in favor of the product/service marketed. To present the product/service effectively before the customer, through knowledge of the product/service is a prerequisite. It is important to be noted that the reply of the agent to the customer’s questions is to the point and half-baked information should not be given. Since the potential customer on phone is probably not jotting down the information conveyed, the information should be provided by the agent in such a precise manner that it gets quickly registered in the customer’s mind.

Research is a very important thing for a BPO agent; it is the key to success. You should enquire whether the call center you are planning to hire provides its agents with the opportunity to conduct research in their domain. Without research, the CCE’s can’t perform any effective job. These days customers have become very clever and at times they ask very tricky questions, like they may talk about your rival’s products and services and may want the call center agent to distinguish your company’s products and services from your rival’s. In such a situation, the CCE must be able to prove the advantage of taking your company’s products/services over your rival’s; if he fails to do so, the customer would get disappointed and the CCE would loose an opportunity to pitch in his sales.

It is also important for the call center agent to have good knowledge about the market trends and the buying habits of customers. The CCE should expect the potential customer to be bewildered by the various similar products and services that are available in the market. It is generally the case, the customers are usually confused among so many products and services, technical specs, etc.; it is the primary task of the CCE to lead the customer out of his confusion and to make him reach a decision in favor of your company’s products/services.

Telemarketing basically has to do with effective and intelligent communication skills. The agent should be able to articulate his thoughts with utmost clarity, purposefully, and confidently in order to influence the customer. The statements made should be precise and coherent. The agent has to make sure that he, at any time, shouldn’t bombard the customer with too much information, as well as not make the customer feel that he/she hasn’t been heard carefully. The CCE should be a good listener along with an effective speaker. He should carefully listen to the customer’s queries and answer them precisely. If the information provided by the agent doesn’t correspond with the customer’s queries, the latter might feel irritated, which is not in favor of a telemarketer. Sympathizing with the customer is a good thing, but that must be restricted to the professional level. At the end of the day, what your business requires is effective telemarketing agents, not just good human beings!

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