Telemarketing is a completely different thing than telesales. Telesales mainly focuses on initiating sales over a phone while telemarketing exclusively looked at the possibility of creating new opportunities for the firm.
Telemarketing is also used for conducting surveys and resolving customers’ queries though applicable telemarketing software in the process.
The latest report on the consumer survey has claimed that 75% of the customers feel that companies need to improve the customer-service satisfaction level on a global scale.
Telemarketing is the first step towards ensuring the future sale of a product. When telesales fails, the firm looks into augmenting its telemarketing support system to improve its credibility in the market or among customers.
1) Proceed with a Plan: The 2017 survey on consumer behavior has revealed that 73% of the firms fail to grab the “actual requirement of customers.” Once this is sorted out, then it becomes comparatively easier to formulate a business plan accordingly and move towards the same.
2) Follow the Calling Scripts Carefully: When a contact center has a definitive goal in mind, then the contact support team will have to create appropriate scripts for online consumer assistance. It will certainly help a firm achieve its success soon.
It almost acts as a guide to how the call center executives will conduct the live chat sessions with customers.
3) Speak Carefully Following the Etiquette: During an interaction with customers, staffs might feel little anxious. Apart from call center scripts, what the telecalling executives need regularly are the frequent training sessions to enhance their communication skills.
4) Are Your Ready for a One to One Chat?: Whoever handles customer service works should know the astute art of communications. There is no place for talking irrelevant things that customers don’t like to listen.
A telemarketing executive should be forever ready to listen to the consumers first before speaking.
5) Be Prepared for the Worst: Consumers can’t always readily say yes to your offers. In fact, in regard to any telemarketing campaigns, around 61% of the customers won’t show any interest in your offers and discounts.
There can be several reasons for the same. However, if customers purposely ignoring your brand due to poor customer support and after-sale-service, then it should be instantly corrected and improved.
6) Productive Calls and Fruitful End: If customers have any specific request from your company, then the telecaller should tackle the same in a very diplomatic manner.
The recent survey on telemarketing has revealed that 83% of the customers immediately shift to competitors’ brand due to poor customer support.
So, a telecaller should start a chat in a polite manner and registers down any complaint that the customer wants to mention.
Then before disconnecting the calls, the telecaller should courteously end the call with a message that customer’s problems would be resolved at the earliest.
Case Study
An educational institute was launched a couple of years back. It had a considerable base of students. One day, the board of directors decided to augment their student support base to enhance their business prospects too.
Despite the installation of the best telemarketing software in the system, the institute hardly gets any new students. Then the management took the advice of its contact support team, and IT heads to find out an amicable solution to the same.
It was a big task before the management and the team. However, considering the rampant competitions all around among coaching institutes, the firm soon enhanced its telemarketing services utilizing the advanced telemarketing solutions in the network.
Now, students find it easier to enroll themselves at the institute by paying the requisite fee online.
Soon, the installation of such an advanced telemarketing software solutions proved to be successful.
Also, interested students could be now easily contacted at appropriate timings using the stored data in the system.
Next month, the institute recorded around 23% increment in its gross enrolment ratio of the students.
Learners could now get admitted to the institute simply by entering few details online instead of personally visiting the institute for that very purpose.
These days, the integration of the latest telemarketing software in the system is absolutely necessary for any contact support works.
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