Telemarketing tools
Posted: Sun Jan 19, 2025 9:21 am
A person not involved in advertising may think that telemarketing sales do not require sophisticated equipment. All that specialists need is a telephone and a headset for it, which allows workers to free their hands for taking notes. In essence, this is true. However, in order to meet modern high service standards and withstand competition, call centers use a lot of additional technical capabilities. IP telephony services help them make people's work better and easier:
Call recording. Allows you to count and analyze conversations, record and study customer requests, their features. Heads of telemarketing departments can track the activities of their employees - its quality, volume, possible shortcomings. Calls are usually saved in the memory of the corporate PBX. They can be immediately listened to or sent to any convenient media.
Autoinformer is a function key features of paytm of customizable robotic calling of clients. Allows to choose all parameters of the procedure: list of contacts, start and end time with reference to the time zone, number of repeated attempts to call in case of problems, etc. Pre-recorded audio messages can also be absolutely anything. The service allows clients who have received automatic calls to switch to live operators using a special command.
Integration with the CRM system. This service is created exclusively to facilitate the work of operators. It allows you to automatically copy all data on past calls to a specific subscriber to his card, located inside the client base. All information that may be needed during the conversation is in front of the operator at any time. This saves his strength, makes customer service fast and accurate.
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Telemarketing script development
For telemarketing to be effective, along with modern technical tools, it is important to plan the work properly. An advertising strategy should be selected for each offer, suitable sales techniques should be defined, and scripts should be written. Particular attention should be paid to the selection of personnel. Telemarketing specialists should have the appropriate education, have deep knowledge in the area needed by the client, be tactful and patient, and speak clearly and correctly.
When developing scripts for telemarketing, special attention is paid to each stage of the conversation.
Starting a conversation
This is an extremely important part of it. If you build communication with the subscriber incorrectly, the call can cause irritation and the person will refuse the dialogue. Literally from the first phrases, the operator must establish a friendly tone of conversation, convey to the client the benefits of the offer, and interest. What exactly should sound at the beginning of the conversation and how to formulate messages:
Greeting, name and position of the caller, the company he represents, a brief description of the purpose of the call. If the communication is repeated, it is worth reminding the client about this. It is also important to show him possible points of contact with the advertiser. These may be requests from the subscriber on the company's website, his past orders, the availability of promotions to his taste, etc. Phrases should be laconic, understandable, and the information should be truthful.
Specifying the purpose of the call, and then its structure, the sequence of questions asked and the points discussed. Provided that the person called occupies a managerial position, the conversation with him is built extremely concisely. This allows you to express respect for a busy valuable employee and win his loyalty.
Subscribers are better able to perceive calls that have a specific reason. Therefore, if there is a real reason for the call (for example, some real event - a holiday, a sale), it is worth mentioning.
Each phrase of the script must be logical, understandable, reliable, literate and useful. In this case, it is almost guaranteed not to cause rejection in the listener.
Call recording. Allows you to count and analyze conversations, record and study customer requests, their features. Heads of telemarketing departments can track the activities of their employees - its quality, volume, possible shortcomings. Calls are usually saved in the memory of the corporate PBX. They can be immediately listened to or sent to any convenient media.
Autoinformer is a function key features of paytm of customizable robotic calling of clients. Allows to choose all parameters of the procedure: list of contacts, start and end time with reference to the time zone, number of repeated attempts to call in case of problems, etc. Pre-recorded audio messages can also be absolutely anything. The service allows clients who have received automatic calls to switch to live operators using a special command.
Integration with the CRM system. This service is created exclusively to facilitate the work of operators. It allows you to automatically copy all data on past calls to a specific subscriber to his card, located inside the client base. All information that may be needed during the conversation is in front of the operator at any time. This saves his strength, makes customer service fast and accurate.
Read also!
"Marketing Department KPI: 11 indicators and calculation example"
Read more
Telemarketing script development
For telemarketing to be effective, along with modern technical tools, it is important to plan the work properly. An advertising strategy should be selected for each offer, suitable sales techniques should be defined, and scripts should be written. Particular attention should be paid to the selection of personnel. Telemarketing specialists should have the appropriate education, have deep knowledge in the area needed by the client, be tactful and patient, and speak clearly and correctly.
When developing scripts for telemarketing, special attention is paid to each stage of the conversation.
Starting a conversation
This is an extremely important part of it. If you build communication with the subscriber incorrectly, the call can cause irritation and the person will refuse the dialogue. Literally from the first phrases, the operator must establish a friendly tone of conversation, convey to the client the benefits of the offer, and interest. What exactly should sound at the beginning of the conversation and how to formulate messages:
Greeting, name and position of the caller, the company he represents, a brief description of the purpose of the call. If the communication is repeated, it is worth reminding the client about this. It is also important to show him possible points of contact with the advertiser. These may be requests from the subscriber on the company's website, his past orders, the availability of promotions to his taste, etc. Phrases should be laconic, understandable, and the information should be truthful.
Specifying the purpose of the call, and then its structure, the sequence of questions asked and the points discussed. Provided that the person called occupies a managerial position, the conversation with him is built extremely concisely. This allows you to express respect for a busy valuable employee and win his loyalty.
Subscribers are better able to perceive calls that have a specific reason. Therefore, if there is a real reason for the call (for example, some real event - a holiday, a sale), it is worth mentioning.
Each phrase of the script must be logical, understandable, reliable, literate and useful. In this case, it is almost guaranteed not to cause rejection in the listener.