Secret telemarketing tips from seasoned TLs in the BPO industry
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ARE you managing a team? Keeping an eye on that prized TL promotion?
Or simply seeking ways to level up your game?
Here’s what former TLs ( and now seasoned BPO executives) recommend.
Telemarketing work isn’t for the fainthearted. If you work for a BPO ( business process outsourcing firm), you know how hard it is to be on the phones in the wee hours, servicing an irate client on the other side of the planet. (Shout out to the weary doing cold calls!) For the valiant who choose to be here (constantly braving naysayers and unreasonable clients alike), the telemarketing industry is thriving with opportunity. Do it right and the work can be extremely rewarding.
But just how do you build a strong rapport? How do you maintain that confident and friendly approach for EVERY call? Here’s what seasoned BPO practitioners have to say: Tip #1:
Team members should be allowed to lend some personality Scripts are t here f or
to the script good reason. It takes out t he guesswork, ensures accuracy, and speeds the process along. But people tend to shun robot-sounding (script-reading) individuals. Allow members to inject their personalities into the script. It communicates sincerity and makes the conversation more personal.
Tip #2: D o e s t h e a c c o u n t involve sales? The basics of telemarketing demand that we highlight the benefits of the service or product. But little is done to demonstrate
Have your members zero in on getting unique solutions across
how it solves a prospect’s specific problem or issue. Get your team to ask probing questions. This bespoke approach allows them to align the product with your client’s unique needs.
#3: “Not i nterested” are dreaded words. But this is a reality many telemarketers face daily. Every. Single. Day. We get that it’s frustrating. The key (and perhaps the only one) is to develop a positive mindset. Grit. The knee-jerk reaction to any hostility is to interrupt or jump into defense. We’re human, after all. Instead of locking horns and pummeling through, the more effective approach is to attempt probing questions. You want t o keep t he conversation going calmly.
#4: Many Filipinos shun sounding authoritative. While the customer can be
Prep everyone for rejection
Don’t cower. Taas noo!
king, an authoritative, yet friendly tone communicates reliability and expertise. Tone alone commands respect. This puts snooty callers (and even the condescending snobs certain groups are notorious for) in their place. Further, telemarketers are often blocked by “gatekeepers” – those whose job is to screen calls for their boss – decision- maker. Getting past the gatekeeper IS POSSIBLE. It can be done. It’s a skill learned through practice and experience. Sounding authoritative without the swagger even helps build rapport until you get them to the next step of the sales funnel.
Tip #5: The purpose i sn’t t o micromanage but to offer regular feedback. Monitor the calls made by sales representatives to ensure that techniques taught to them are followed. Provide praise
Keep close tabs on your team
as much as helpful points for improvement. Feedback i sn’t j ust corrective, but empowering as well.
At Nearsol, we offer a wide gamut of telemarketing and process management services. Our thrust has always been results- driven. Our mantra “Always Customer Service” is more than a policy, it’s a culture robustly carried out from our CEO to all our team members across the globe.
We think of ourselves as allies to our partners and employees. To work cohesively, t he f ormula that has worked for us is cultivating great working relationships and promoting the culture of family. We take care of our clients by taking care of our prized assets – OUR PEOPLE.
If a results-driven, and yet committed culture resonates with you, do check us out at https:// nearsol. us/ about- us/#whoweare.(
Nearsol)
MANILA – A b a n s e Negrense squads cruised to 2- 0 starts in the 2021 G a t o r a d e - P h i l i p p i n e Superliga ( PSL) Beach Volleyball Challenge Cup on Friday at the Subic Bay sands court in Subic, Zambales.
The Abanse Negrense Team A of Alexa Polidario and Erjane Magdato drew first blood with a 21- 15, 21- 12 victory over fellow Negrenses Jennymar Senares and Kyla Gallego of F2 Logistics Cargo Movers.
The duo of Polidario and Magdato followed it up in the afternoon with a 2114, 21- 12 domination over Sta. Lucia Lady Realtors A tandem of Shiela Pineda and Jonah Sabete.
Prior to their defeat to Polidario and Magdato, Pineda and Sabete produced a 21- 10, 21- 9 victory over Ariane Alarcon and Christina Canares of Kennedy Solar Energy-PetroGazz.
Abanse Negrense Team B of Jennifer Cosas and Gelimae Villanueva kicked off their campaign with a 21-13, 21- 12 triumph over the tandem of Ella Viray and Theresa Ramas of United Auctioneers, Incorporated.
The tandem of Cosas and Villanueva followed this up with a come- from- behind 6- 21, 21- 14, 15- 11 victory over Ilonggas DM Demontano and Jackie Estoquia of Sta. Lucia Lady Realtors B.
Before tasting a defeat to their f ellow Western V i s a y a s - b a s e d t e a m, Demontano and Estoquia made their presence felt as they clobbered Jonah San Pedro and Javen Sabas of Toby’s Sports, 21- 18, 21- 13.
Negrenses S e n a r e s and Gallego of the Cargo Movers bounced back i n their afternoon match with a 21- 9, 21- 6 triumph over Alarcon and Canares.
Viray and Ramas of the United Auctioneers, Inc. also recovered later in the day as they send Toby’s Sports pair of San Pedro and Sabas to their second defeat in as many games with a 21- 16, 21- 15 beating.
The PSL return, after almost 11 months, was made possible through the support of the Subic Bay Metropolitan Authority and I nter- Agency Task Force For the Management of Emerging I nfectious Diseases- Region 3./