callcentertipsforprosalesservices-121214103947-phpapp01

7/30/2019 callcentertipsforprosalesservices-121214103947-phpapp01

1/7

Call Center outsourcing tips

If you have decided that your particular soutsourcing project is suited to assignmen

telemarketing, or telesales oriented profe

sales services call center, these tips are fo


2/7

Call centers invariably experience

high rate of employee-turnover.

Good call centers will offer multiple incentives and be look-out for ways to reward and retain the top producstable performers. Be part of the team: offer additionaor pizza night, or hand written thank you cards for saleSure call center pay is most often the call centers respand tied to productivity but for maximum results to

effectively, the client company needs to encourage higperformers. You will, of course, need to reward succesrequiring measurement indicators of performance. In thighly automated call-center environment, technologymultiple elements of the call teams process and outpu


3/7

Set Expectations

Your selected call center will need to motivate their managers and meet and exceed your lead-gen, appointment setting, or other telegoal. The call center management has to let employees know yourexpectations and what metrics you will use to determine which emrising above the minimum and exceling.

In most established professional sales services call centers, manageexactly what to expect from high-performing employees and has p

use as benchmarks on a variety of metrics. Benchmarking performimportant in a call center generally staff base salary, commissionbonuses hinge on positive evaluations. Let your assigned call teamthe start what metrics you will apply so that the telesales staff canactivities that will earn them the most income.


4/7

Spot-check Calls

Clients can choose to listen in during a call at any reputable outsourced proservices telemarketing operation. This is useful if results are not meeting exyou are hearing less than glowing feedback from prospects or your own emfollow-up. Perhaps a telesales employee is acting angry, frustrated or not folead generation script. Hearing both sides of a conversation may put you, ocenter manager, in a better position to train the employee on alternative temake changes to call scripting for better results.

Modern call centers use sophisticated software to monitor every call but yo

should not have to listen to more than a few calls to determine whether thgeneration or appointment setting script needs revision, or whether a call cemployee should take their personal frustrations out somewhere other thasales prospects. If you receive complaints about your call campaign, from vits time to monitor some calls and determine whether the staff or the scrip


5/7

Outbound Calls

An outbound call center must be monitored to make certain that pinterpersonal interactions are measured along with the standard moutbound telemarketing systems facilitate collecting. Average numcalls each sales rep makes an hour, how many of these phone calls completed, the exact amount of time spent on each call, the perceconverted to appointments, demos, or sales, average hourly and ddesired sales actions completed, and accuracy of transcribed informmeticulously calculated.

Higher numbers translate to a higher rating according to the call ceand most outsourced professional sales services firms providing vooutbound calls. Make sure the numbers do not sabotage your succcreating a negative impression that your firm employs rude sales regather complaints and reflect poorly on your services, all at lightni


6/7

Inbound Call Answering

Inbound professional sales services call centers measure diffoutcomes because it is assumed that a prospect or customecalling with a specific request or even a complaint. Often in your outsourced reps will need access to additional informayour company, your products and services, and even your ke

This sort of call handling often goes well beyond what is easIn this type of telemarketing, automated measures include tof calls answered an hour, and the frequency an agent resolproblem during the initial phone call. Data is also collected oaverage call length, amounts of permissible and excessive hemployees overall rating is a composite of all of these facto

hi f i i f


7/7

everything from routine informat

requests to complaints.

It is critical that you remember to praise and reward outsouwho make your company look good during difficult inboundinteractions. The specific parameters will depend on whethehigh-end EMR and HIS systems to hospitals or IT security serbanks. Whether your average caller is a CEO or a mail clerk wfactor in to the call management instructions you provide yooutsourced professional sales services team.

Here again, monitor calls occasionally or if results are off, sochanges in scripting, information available to your rent-a-repwhich products seem to gather negative callers. Manage a soutsourced campaign that is inbound, and youll reap the reyour more direct sales channels.

callcentertipsforprosalesservices-121214103947-phpapp01

Documents