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Business is not all about profit. It is all about making a connection to your customer. Do you agree?
Business Process Outsourcing firms understand that to make a connection, you must first reach out. That is why Outbound Telemarketing Services is valuable because it enables that connection.
If you know how to harness the power of this strategy, your business will grow faster. So in this article, we will talk about the winning tactics for Outbound Telemarketing Service.
Telecalling Marketing or Telemarketing is the process of selling products or services over the telephone. It is popularly known as “inside sales” or “tele-sales.”
You might have experience receiving a telephone call before encouraging you to purchase some kinds of things. That is telemarketing. So are the people calling you to re-order the stuff you have bought before.
Telemarketing is an effective tool when businesses want to make a connection to their customers.
Inbound and outbound telemarketing has the same function. Dynamic businesses use both types to fast-track their growth. But they are different by definition.
Inbound telemarketing is the reactive type of telemarketing that encourages customers to call you first.
Advertisements, networking activities, or other pre-sales efforts can all prompt your customers to call your business. You can also get a call by leaving a message or contact information through different channels such as in social media or direct mail.
In inbound telemarketing, customers already have an initial interest in your products or services. Your role is to answer all inquiries and provide more information about the product or service to make a sale.
Experienced inbound telemarketers can use upselling or cross-selling strategies to provide higher service value to customers. However, only offer it during appropriate situations.
Outbound telemarketing is a proactive form of telemarketing.
It requires you to actively reach out to targeted prospects you have never been in touch with before through unsolicited phone calls. It aims to raise awareness about your products or services among your target consumers and convince them to make a purchase.
Outbound telemarketing costs lower. Businesses that have a limited budget for advertising and marketing use this service. It is cost-efficient as it allows them to manage calls effectively.
Its success depends on the quantity and quality of prospects your business calls daily using some best practices. Although converting prospects is difficult. The silver lining is you will end up spreading information about your products to many people.
To get started, you need to hire experienced telemarketers who have good sales skills and a high tolerance for rejection. Preparing a sales script with relevant responses to objections is also recommended.
Let us say you have yourself an outbound telemarketing service that you trust. What are your tactics to make it work?
Here are some outbound call center tips and best practices you should know about:
The caller should know why the person he is talking to is a good prospect.
It is essential to review customer notes. Study his past activities and his demographics. You will be surprised to find out that small details can make your sales pitch a whole lot better.
If he is a new customer, make sure that you will get all of his basic information. It will come in handy in the future.
Here are some of it. Feel free to add anything you think is essential:
All of this data will help understand the interests of your customer. It can also point you to which mode of communication they are most accessible.
You can take it one step further and build your own business persona. Knowing your ideal customer not only helps you market to them better, but it can help you improve your products and services so that you can better meet their needs.
Agents placing the sales calls should know the products they are selling and the companies they represent. They should be able to answer basic questions of both with fast precision. That is why they undergo training.
Even more so, they should know what products or services the business wants to sell the most. It is because this is the most profitable product or the one that brings in the most customers.
Selling these products is another topic. But a good exercise is to remember that customers do not buy products or services. They buy solutions. It is not enough to know what is the most profitable product. It is equally important to know what problems they resolve.
Make them understand what immediate results they will realize from your product or service.
Once you know what problem your ideal customer has, you can think about what kind of people would encounter that problem in the first place.
Be prepared to have a conversation. An empathetic telemarketer who demonstrates good listening skills will always convert a sale.
The person on the other end may have questions for you. And your employee should be prepared to talk through any issues or concerns they have. Telemarketing is not all about a “make a call, get an answer, hang up” proposition.
An empathetic agent with good conversation skills is not a “want” in the telemarketing industry. It is a must and a need. Empathy encourages customer retention. It reassures them that someone is listening to their problems and someone can give them solutions.
Do you know why the Philippines is one of the top outsourcing countries in the world? Because Filipinos can modulate their voice to speak slowly and clearly.
Filipinos are inherently good English speakers. Embedded in their DNA is a long history of colonization from the West. It is easy for them to speak and relate to the language.
Also, it is calming to talk to them because of their neutral accent. It makes the sound professional yet sincere. Sincerity works well in conducting business. And it makes your customers feel good, too.
People will rarely go up to your door and ring your bell to buy your product. Unless what you are selling is very rare and essential.
So make enough calls, make the ratios work in your favor. That means focusing and not becoming distracted by other tasks. A good rule of thumb for B2B telemarketing is 100 calls per 7-hour day.
However, this is just an estimation. The point is to set a goal you can define with numbers. Set a Key Performance Indicator to benchmark performance.
You have your objective in mind already. So why not create a small script or scripts that will help your agents achieve success.
A script is simply a guide to flawlessly conduct each part of the call, from the introduction to the closing spiel. Constructing it gives you the benefit of:
Remember that a script is just there to remind your agent of what they should say; in case they get stuck. Do not follow it punctiliously, or else your telemarketing service will sound robotic.
It is not all butterflies and rainbows every time. It can take a little while to get comfortable with telemarketing, so do not give up if everything is not perfect yet. You will get there eventually.
Sometimes the response to your business calls is rude and insensitive. But do not let it upset you and your employees. Learn to let go of customers that are not really interested. Close the call politely, then try again.
Forcing people will lead you to nowhere. If you think that things are not working out, you can always change your approach. Nowadays, some businesses use a hybrid of outbound and inbound telemarketing to test which is more effective.
Either way, telemarketing requires a lot of persistence to produce good results. It is most successful when used to nurture leads rather than to generate them.
As long as your agents follow a process and take a little time to practice, you will find success.
Are you looking for the best Telemarketing partner?
Magellan Solutions is a BPO company based in the Philippines with over 17 years of industry experience.
What we offer is high-quality outbound telemarketing services to all industries. You can guarantee the quality of service as our company is ISO 27001:2013-certified and HIPAA-compliant.
At Magellan Solutions, we train our agents to become experts. We make sure that they have the necessary tools, equipment, and knowledge to serve customers efficiently.
Get in touch with us now, and we shall discuss how our company can help your business.
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