The marketing strategy of outbound telemarketing has been in trend for decades now. BPO companies based in developing nations like India, China, Philippines, etc. have ensured they evolve their services with time in order to meet the demands of major business entities.Outsourced telemarketing services ensure that companies can focus on their core business function and leave marketing in the hands of the professionals. After all, any un professionalism in telemarketing can destroy the reputation of any brand in the market. The BPO companies have agents who can effectively reach out to hundreds of customers and spread the much-needed awareness.
Telemarketing calls are not any random calls which are made to customers. There is a lot of thought and planning that goes into structuring the perfect telemarketing calls. Proper planning ensures that the telemarketing process delivers the desired results for a business. If a business does not have a proper call structure or strategy in place, it can fail miserably in this process. Therefore,telemarketing outsourcing has come across as the best bet for most companies that wish to market their products or services at a highly reasonable cost.Outsourcing ensures that more and more potential customers can be reached out to in the most professional manner. The outbound call center agents of an outsourcing firm ensure that the target message is communicated to the audience in the most appropriate and detailed manner.
Top 10 Steps For Effective Telemarketing Calls
The initial steps during the telemarketing calls are undertaken with the sole objective to overcome a customer’s resistance even before it occurs. In this step, the agent attempts to answer the first question by the customer, “who are you?” and seeks to introduce himself. The interaction begins with the agent greeting the receiver. They also inform about the business or the company from which they are calling.
If the receiver of the call is an existing customer of the business, it becomes crucial to present that information and use it as a reference. For example, the agent can inform that the customer had previously purchased a smartphone online from them a year back and ask if the customer would be interested in buying a new model which is about to hit the market.
3)Request For Time
This is a very crucial step as the trained professionals of a call center services provider company request the customers if they can begin with the pitch. The agents initiate request for the valuable time of customers and inform them that the call might take anywhere from 3 to 5 minutes. The prospective customers who might be busy or occupied in something might just straight away deny offering their time.
4) Purpose Of Call
Once the customer has agreed to lend his valuable time. The agent is responsible for clearing the air by presenting the purpose of the call. During this time the agent can state the reason for approaching the customer and give a simple introduction related to the product or service for which the telemarketing call has been initiated in the first place.
In the probing step or stage the outbound call center agents ask open or closed ended questions from the customers. This stage helps in better understanding the needs and interest of the prospective customers. The successful telemarketing professionals try to create a need for the products or services which they are offering.
6) Restating The Receiver’s Answers
If the receiver responds to the probing questions in a positive manner, and is ready to supply the necessary piece of information, it then would be appropriate for the telemarketer to thank the receiver for sharing. The agent then thanks the receiver and confirms by repeating the words of the customer.
7) Benefits & Features of Products/Services
Once the agent has established the need for the products or services, then comes the time to finally pitch about the features and benefits of what they are offering. Stating about the incredible benefits and features will help the customer in better understanding of the product and help them in making their final decision.
8)Receive A Reaction
Once the customer is informed about the various features and benefits, it becomes important to take a reaction from the customer. A positive reaction would mean that both the agent and the customer are on the same page. A negative reaction, on the other hand, would mean that the customer is no longer interested in the offerings.
9) Trial Close
In case the response from the receiver is positive, the agent must start to close the call. In case the response was a negative one, the agent tries to inquire about the respective objections and concerns. Inquiring helps the agent in better understanding the issues or doubts a customer might be facing but is hesitant to share. Any objections or concerns must be resolved in the most appropriate manner before the beginning of the next step.
Once all the above steps have been carried the agent is responsible for finally putting an end to the phone call. The agent must thank the receiver for being a wonderful listener. And also show appreciation for lending his valuable time and patience. The call must end again with a greeting like, “Thanks! Have a great day”.