Offshore Call Center Outsourcing: 7 Skills Your Telemarketers Should Have

Yes, it is true that anyone can get on a phone and read a sales script but is that all that you need to know to have an effective telemarketer for your offshore call center outsourcing services? No. The following are seven things to be an effective telemarketer:

1. Product knowledge – Your telemarketers should have the right product knowledge to be able to address all the questions thrown at them by the customers. It is also important that by having sufficient product knowledge, they will be able to sell not only the features of the products and services that they offer but the benefits as well.
2. Probing – Asking the right questions at the right time always matters in telemarketing, by probing they would be able to know the appropriate plan to offer to the customer by asking how many minutes of calls does he/she spend every month. In probing they would be able to troubleshoot efficiently and rectify the technical problem that has been escalated to them.
3. Building rapport – Yes, building rapport is as important as the rest of the seven things you need to know for your telemarketers to be effective. By building rapport, they would be able to manage the relationship between them and the client thereby creating customer loyalty or repeat customer.
4. Quality compliant – In every telemarketing program there is always a benchmark to ensure quality and compliance to the rules provided. That’s why along with telemarketers, you’ve got to have quality assurance people to measure the compliance of every telemarketer to the set standards.
5. Communication skills – Your agents should know how to convey their thoughts in such a way that they can look for creative ways to make the customer respond or ask questions. It is important that the customer should be able to understand them, and they should be able to understand the customers as well, to have an exchange of thoughts.
6. Effective listening – Effective listener doesn’t only mean that they have heard all the things that the customer has conveyed but most importantly, they understand, digest and convert their thoughts into results. By effective listening they would be able to know the customer’s needs.
7. Possess a good command in sales – To possess a good command in sales means that they are confident and that they are in control of the conversation. For every objection, they should have a rebuttal prepared.

These are the seven ways you need t o know to have an effective telemarketer because after all, if you have effective telemarketers that is tantamount to having desired results. And at Newfield Contact Solutions – we have effective telemarketers to provide for your offshore call center outsourcing services.

This entry was posted on Monday, August 10th, 2009 at 12:03 am and is filed under Call Center Tips. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.