It's the staff that will make or break your provided telemarketing call center services.
Although the world has grown more automated than ever before, and exponentially more reliant upon instruments of modern technology, there’s a timeless adage that still holds true: a company is only as good as its people.
Outbound call center staffing is not only no exception, it’s the rule in particular; no matter how much we love gadgets and innovation, people still want – and need – to interact with other human beings. So, when it comes to telemarketing services, there is simply no substitute for the real thing.
Here are some things you should be looking for when putting together your company's call center staff.
While your company may not be directly responsible for the employment of telephone operators for your telemarketing campaigns, you can still ensure that the call center staff who are tasked with representing your company to the masses will be effective, reliable, and acting with your best interests at the forefront.
You will accomplish this objective by contracting with a telemarketing service who ensures without fail that all critical factors will be demonstrated on your behalf. It’s not your job to micro-manage; simply to procure the right call center services – one who tolerates no less than the best of the best for your purposes.
How do you do this?
By asking the right questions, and expecting that all processes are mandated across the board by a serious, reputable telemarketing services company. The questions you ask may vary, but here’s what you should ALWAYS expect from your call center staff:
You can’t know what goes behind the scenes without seeing and hearing it for yourself. Just as an award-winning restaurant might afford the opportunity for patrons to peruse the kitchen area, so should a calling service offer tours and/or meetings within the telemarketing facility.
If this is not permitted as an option for your business, you’re being deprived of the ability to evaluate the structure and demeanor of the telephone operators who work for you.
If you’re not unwavering in your expectation that call center operators have sufficient background and expertise in the telemarketing arena, you may as well toss a few bucks to the high school kid next door to call your prospects.
When you consider a telemarketing service, you must determine whether they require experience and an exemplary track record when hiring operators. If your service hires anyone and everyone without regard for superior qualifications, you can’t realistically expect to obtain the results you’re paying for.
If a call service is too rigid in their hours of operation and methods of application, they are hardly putting your needs first. You’ll need a company who has employed sufficient staff and varied shift options, in order that your team of callers are on hand when your company needs them.
Find a telemarketing company who cares about YOUR company in order to achieve powerful results. If you’ve ever been in a restaurant and had your waiter whisper to the side that a particular dish is “not very good” in response to your request for recommendations, you know it can leave a bad taste in your mouth, (pun intended). Not only does this tell you that the product may be less than desirable, but also that the restaurant as a business hasn’t ensured an optimal dining experience. The point is, would you want that waiter working for your restaurant?
Don’t hire a team who will undermine your efforts and reputation; seek those who are enthusiastic about your product or service, and who will express this without exception during prospect interactions.
Courtesy and Professionalism
Everyone has a bad day. We’re all people first, and people encounter challenges, upsets and disappointments. Call center operators are certainly no exception – however, there is NEVER an excuse for bad energy to be discerned over the phone… ever. A truly professional telemarketing facility will never permit such an instance, regardless of circumstance.
In order to achieve phenomenal results and explosive ROI, a “one size fits all” methodology simply won’t do. When dealing with consumers, there is an individuality at play with both the operator and the prospect – this calls for more than robotic application and strict adherence to a script. Rather, the highest quality calling service staff will treat every interaction according to case-by-case basis, while remaining professional and effective in meeting the objectives of communication; always with the desired end result in mind.
It is crucial that the above criteria is met - and exceeded – consistently in order for your telemarketing efforts to be effective. Don’t skimp on the service that will act as the face of your company to the ear of the consumer.
Interested in speaking to a telemarketing services company that never compromises with respect to quality staff who meet these expectations? Schedule a consultation with Onbrand24 today!