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Tongue-Tied? 5 Effective Ways to Improve your Telemarketing Skills

telemarketing tips

In many cases, telemarketers make certain mistakes that can instantly turn off  prospects, or simply convince them to opt out from an offer.

Mistakes happen all the time, but the bad part of it is that they can produce bad impressions for your brand and can instantly hurt your B2B lead generation and appointment setting. The good part of it is that you can instantly learn from these mistakes so that the second you engage another lead, you will know what to say and what not to say.

And while you are learning, be sure to check these tips out for a smoother audience engagement experience.

Practice!

For newbie B2B telemarketers, this is a no brainer. Buying yourself time to train yourself in talking to a business prospect lessens your anxiety. The only downside to this is that contacts can be spontaneous, asking questions you haven’t prepared yourself for. This leads us to our next point.

Use a call script

A script is always handy when you have a production quota to meet. It also provides a good list of things to say that can effectively guide you when things get a little too complicated. Especially when you are not much of an expert about the product you are promoting, a good call script makes it possible use your communication skills to improve your chances of getting a sales appointment.

Personalize your calls

Too often, call scripts limit spontaneity. Of course, this is a big no-no when you intend to create long-term relationships with potential clients. As much as possible, try to connect with your audience the same way you connect with someone asking for directions. Refer to call scripts only when you feel the conversation is moving towards a dead-end.

Use data profiling

A data profiling system comes in handy when you want to learn how best to approach a certain prospect. Such software allows you to uncover the fine details about the people you are going to contact and makes sure that you interact with leads who might get the most out of your brand.

Don’t sprint. Let your audience keep up

Being too eager can sometimes be counter-productive. A prospect would get easily annoyed if you keep on rambling about your product without giving them  some talking space. Essentially, telemarketing calls are all about taking into  account the current priorities and needs of the prospect. Asking them the right questions and giving them ample time to voice out their concerns allows them to stick to your propositions like flies to a spider’s web (for a lack of a more appropriate analogy).

Ways Malaysian Companies can Reinforce their Events Telemarketing

Ways Malaysian Companies can Reinforce their Events Telemarketing

Telemarketing is an important strategy Malaysian companies can use to publicize their events. However, cold-calling prospects to attend your event proves to be insufficient.

What your event telemarketing needs is a good boost from these top tips courtesy of LeadForensics.com:

Tip 1: Create an enticing pre-event campaign (and have some fun!)

Creating a pre-event buzz around your brand is guaranteed to drive delegates to your stand, but you’re going to have to think outside the box if you want to stand out from the competition. If you want to turbo-charge your event lead generation, it’s time to put down the bland ‘Visit our stand’ message and create exciting pre-event content that can engage your audience and capture those leads.

Tip 2: Conduct a survey or research study to support your event

Content marketing is all the rage right now, and that doesn’t stop when at a conference or marketing event. With some strategic thinking and a little pre-planning you can boost your on-the-day lead generation with a live industry study or survey, while speaking to delegates on your stand (it makes a great conversation starter too).

By creating a short survey of questions related to your industry, your delegates needs and their future predictions (as an example), you’ll have all the data you need to create an original whitepaper or marketing guide.

Creating a captivating first-hand research paper and then distributing it to your attendees will help boost lead generation and reinforce your brand as a trusted information resource.

Tip 3: Take the event experience into hyper-drive

Encouraging delegates to visit your stand (or workshop) on the day is kind of the point, but what about all those prospects who couldn’t make it to the stand?

If you’re feeling techy (and brave) hosting and streaming live from your event can be an effective way of boosting your on-the-day lead generation. Engineering.com felt brave enough to pull it off, and saw 4 times as many people attend the webinar as were at the event workshop itself (well, they are engineers!).

By extending your on-the-day reach online with live webinars, social media events or video streaming, you’ll boost your opportunities for lead generation and put your brand at the forefront of tech-savvy online/offline integration (impressive!).

 

The Three Vital Ways to Make your Telemarketing more Efficient

The Three Vital Ways to Make your Telemarketing more Efficient

Despite their insistence that telemarketing is on the verge of death, some marketers would eventually find themselves in the wrong spectrum when they realize that B2B companies are still conducting cold call campaigns.

Telemarketing still manages to stay at the top of the list of the most effective lead generation and appointment setting channels. Its position is supported firmly by the prevailing demand for direct and real-time communications that succeed where social media and email engagement failed. Marketers maintain an immense degree of optimism that they could get quality B2B leads from cold calling.

What’s more, even though case studies and white papers show numbers unfavorable to telemarketing, businesses still believe they can do more in using the channel in ways that deliver high-value opportunities.

Here are three ways to make your telemarketing campaign more efficient, as seen on an article published in Target MarketingMag.com:

  1. Have Live Call Center Agents Taking Customer Calls. Eighty percent of consumers sent to voicemail don’t leave messages, because they don’t think they’ll even be heard.

Customers are still using their phones, so it’s important that businesses be prepared to engage customers on their time. Your ad dollars are working cross platform 24/7, so it is important to set up systems to ensure a potential or existing customer call never goes unnoticed.

  1. Don’t Count on Voicemail Messages Being Heard. More than 30 percent of voice messages linger unheard for three days or longer and more than 20 percent of people with messages in their mailboxes “rarely even dial in” to check them.
  2. Consider That Customer Service May Be More Important Than Sales for Retention. A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related.

It important to keep in mind that smart devices — where the rubber meets the road in terms of apps and the use of many online portals — are phones. If a customer is having trouble with an app or with a website, the next stop is a phone call. If this function is not robust and optimized, the customer relationship is in jeopardy.

Creating a highly effective telemarketing campaign entails hard work and a whole lot of cash. In this case, opt for a lead generation company that uses cold calls along with digital channels to increase your lead acquisition rate and expand revenue.

Critical Telemarketing Practices That Can Potentially Harm an Appointment

Critical Telemarketing Practices That Can Potentially Harm an Appointment

When professional telemarketers get caught up in the fundamental norms of outbound telemarketing, they tend to forget how to distinguish which aspects of their style are beneficial and which are detrimental to their goals. It is important to assess whether a certain action – whether part of a routine or an experimental move – can fulfill its purpose, otherwise it must be unlearned.

In appointment setting, especially in business-to-business (B2B) campaigns, telemarketers face the challenge of A: penetrating a target company and its gatekeepers, and B: getting a true Decision-Maker to agree to an appointment. With these goals at hand, it is crucial to appraise the plan of attack so that no wrong move could put all efforts to waste.

Here are some critical practices that need particular evaluation:

Reading off a Script. While newcomers to the telemarketing profession may be pardoned from this mortal sin, seasoned telemarketers should know better. This very act not only negatively impacts a prospect’s initial impression towards the company being represented, but also, and most importantly, towards the telemarketer itself. No one wants to talk to someone who sounds like a recording and stutters whenever caught with off-guarding questions. It pays to be mentally equipped and familiar with a product or service and not rely on suggested spiels or responses.

Voicemails. It has become part of the telemarketing culture, yet the rationale behind this practice is becoming feeble. Yes, it becomes useful when a telemarketer needs to follow-up on a prospect regarding a future appointment or some missed details. But during the “cold calling” stage of the campaign, leaving voicemails may actually do more harm than good. Prospects hardly ever return calls off a voicemail, especially once they’ve realized that it’s from someone who’s selling something. The more they keep getting voicemails, the more they keep hearing the name of the company being represented. It allows them to consciously “block” any likelihood of communication and it destroys the chances of an appointment or sales lead. Leaving messages with a secretary is still preferred whenever possible – it’s more professional and usually more productive.

Talking to the wrong person. It wastes time, energy, resources and opportunities. Nothing could be more damaging to a campaign than spending precious minutes on the phone with someone who doesn’t make choices for the company. It may be reasonable to do so during lead generation, but definitely a no-no when it comes to appointment setting. There is no point in discussing things over with a non-decision maker only to find out in the end that there is someone else who needs to hear everything all over again. One other mistake is when a telemarketer talks to someone from the target company whose job might be compromised should they acquire services from the outside. It’s illogical and nothing short of rude.

Every opportunity to make contact and create a good initial impression should not be wasted by meaningless practices that could have been avoided in the first place. Professional telemarketers should make it a habit to “run a scan” of their common practices to see which ones are to be capitalized on and which ones are corrupted and need eliminating.

How NOT To Manage Your Telemarketers

How NOT To Manage Your Telemarketers

There are plenty of avoidable mistakes that business managers make when managing their telemarketing teams. The allure of gaining new clients or customers and achieving high revenues can lead business owners to disregard proper management practices that eventually add to the negative image of professional telemarketing. To get better results from this direct marketing channel, here are six suggestions on how NOT to manage your telemarketers:

  1. Hiring telemarketers en masse – hiring a large number of telemarketing people within a short period of time means you spend less time evaluating the skills of each person. This will only jeopardize your business and require you to pay people for work that they are not qualified to perform effectively.
  2. Giving them a calling list that includes…just about everyone – your telemarketers receive the full force of rejection and anger from irate sales leads everyday, strive to reach quotas and yet still manage to assume a happy disposition for every call. The least you can do to help your professional telemarketers do their job properly is to arm them with a well-targeted list to give your telemarketers a better chance of reaching their quotas and limit the number of unrelated, irate calls, effectively reducing stressors.
  3. Setting unrealistic goals – setting impossibly high quotas that your telemarketers could never reach will cause a huge blow on their morale. Eventually, they’ll just stop trying to get even one successful sales lead because they feel all efforts towards reaching your absurdly high quotas are useless . On the other hand, giving them realistic goals will encourage them to strive harder and even surpass the limits you’ve set, which means more sales leads and higher revenue for your company.
  4. Undermining a telemarketer’s free will – give your telemarketers some space to actually use their own God-given skills to solve problems. Hawking over them to monitor every little detail of their work will only increase their stress levels, which means they are not in optimal shape to qualify leads, handle technical support issues or even sell products and services.
  5. Eagerly promoting top performers to management – do you really expect your sales leads to soar by removing your best telemarketers from the production floor? Unless you are confident that your top performers have the skills to become great managers, you might want to keep them burning the phone lines a little longer.
  6. Scrimping on additional training – experience beats training, you might argue. But keeping your frontliners regularly updated with current trends in telemarketing best practices will help improve their overall work performance in the long run.

B2B Telemarketing

by: Mahavir

The major advantage of third party b2b telemarketing companies is their ability to use dozens of telemarketers to get your message out quickly. Unless you have a fully-staffed internal b2b telemarketing division, outside firms will make thousands of calls in a relatively short time frame compared to what you can do in-house. However, b2b telemarketing services firms tend to be expensive and lack selling skills; they are limited in engaging in dialog about technical products or services and are better suited for information gathering, appointment setting and “yes or no” types of campaigns. And unless you supply the telemarketing list, telemarketing firms have a history of using poor quality b2b telemarketing lists.
There are advantages to using an in-house person for your business-to-business telemarketing efforts. People staffed by your organization can be trained in sophisticated selling techniques, so that they will be familiar with the technical aspects of your product and can engage in more extensive dialog with potential clients and pass on telemarketing leads to your sales staff instantly. Also, when the telemarketing efforts are done internally, you control telemarketing list buys, and can be more diligent on which lists to use.
But, as we mentioned earlier, small businesses rarely have enough people on staff who can provide telemarketing services on an ongoing basis. A cost-effective alternative may be to hire college students, retirees or part-timers and train them on a specific telemarketing project. And here’s a training tip for you… if your telemarketers are going to be reading from a script, have them practice sounding like they are improvising. Knowing that the person on the other end of the phone is reading is a sure turn-off and can hurt your response rate.
In short, both internal and external b2b telemarketing services has its benefits. Regardless of which direction you decide to go in, make sure you have the right telemarketing lists. It’ll make all the difference in the world.
Next, the b2b telemarketing company quickly recruits some people to do the actual cold-calling whose qualifications include something like showing up for the interview and smiling a lot. Or they ask a temp agency nearby to send over some people who have been through a similarly rigorous screening process. Next, they dust off an ex-client’s script, change a few words, give it to the newly hired business-to-business telemarketing reps and say, “Start calling.”
Hire a top-notch B2B telemarketing company. Look for a company with a proven track record of calling into the same industries and the same titles as you will want them to be calling on your behalf. Thoroughly check references and insist that the b2b telemarketing services appointment setting company assign experienced callers to your project. Then both you and the firm must invest time and effort in creating call guidelines (rather than a verbatim script) and training callers on the unique aspects of your business and your prospects. Finally, give the callers a well-targeted list of prospects to call, and have them start dialing.