presented by: martin johnson, v.p. operations effective telemarketing what it takes to make it work
TRANSCRIPT
Presented by: Martin Johnson, V.P. Operations
Effective TelemarketingEffective TelemarketingWhat it takes to make it work
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Why Telemarket?Why Telemarket? Our Sales Executives are spending
too much time prospecting and not enough time closing. It’s costing us a fortune!
We aren’t generating revenue fast enough!
Our sales cycle needs to be shorter. We need a steady pipeline of leads. Most effective method of direct
marketing. Particularly effective in combination
with mail campaigns
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Telemarketing Will…Telemarketing Will…
Locate key decision makers within your target market(s) and qualify those companies that are ideal prospects
Identify prospect needs Put your team in touch with key
decision makers who are interested in engaging in the sales cycle
Maintain contact with qualified prospects that are not quite ready to buy
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Scripting – Do’sScripting – Do’s Start with “hook” Keep intro short Use question(s) to engage
prospect as early as possible Keep prospect engaged in
interactive discussion – Do not read, use point form where required.
Feature, Advantage, Benefit, Benefit, Benefit
Call to Action
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Scripting – Dont’sScripting – Dont’s
Start with any variation of “How are you today”
Give long rambling intro Read a detailed script Talk, talk, talk End without next step
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Scripting - Scripting - ImplementationImplementation
Test script with agents involved
2-3 hour live tests Constant monitoring at
initial phase of campaign Script adjustments Constant feedback
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List SourcingList Sourcing
Who is your target? Type of Industry Size (Employees/Revenue) Geographic Location Position or Title of Contact
Use Reputable List Supplier Make Sure your Parameters are
Properly Targeted No Dupes
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Agents - Hiring PhaseAgents - Hiring Phase
Preliminary screening of resumes Screening by telephone 1st Interview 2nd Interview Knowledge testing Reading Skills Writing Skills Typing Skills
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Agents - TrainingAgents - Training
Extensive classroom training on product, telephone skills and operational software
Live one on one training with the “client”
Agents can ask the “Stupid Questions” to the “client”
Quizzing of the agents by the “client”
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Measuring your AgentsMeasuring your Agents Calls handled/results
Are they burning through your lists? Not doing enough?
Monitor/Coach/Fire Compare switch data with software data
Are they coding properly? Are they cheating
Measure unproductive time Review results and data input
Are they coding properly?
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Measuring your AgentsMeasuring your Agents
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Measuring your AgentsMeasuring your Agents
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Operations - MonitoringOperations - Monitoring
Where is the problem? Are they burning through your lists? Gatekeepers, rapport, presentation,
objection handling, closing Are they reading? Do they understand the
requirements? Are they coding properly? Professionalism. Proper use of
language. Politeness. Too much wrap-up time?
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Operations - CoachingOperations - Coaching
Explain where problem lies and why they’re having it
Give them techniques to overcome problem Overcoming objections
Role play techniques Allow agents to listen to more
successful agents Positive feedback!!!
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Operations - ExecutionOperations - Execution
Positive re-enforcement of the agents on a daily basis
Contests, Prizes, Recognition Keep a close eye on results Daily calls to the client to
ensure satisfaction Constant coaching and
monitoring
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Operations - Post Operations - Post CampaignCampaign
Post campaign wrap up is crucial A review of the good and the bad
and a remedy for next time Give the project manager the
opportunity to discuss other possible opportunities
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ReportingReporting--
ResultsResults
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Supervisors & ManagersSupervisors & Managers One Manager per 30-50
Agents Responsible for: Overall Campaign Success Liase with “Client” Supervising Team Leaders
One Supervisor (Team Leader) per 12 -18 Agents. Responsible for: Agent Productivity Agent quality Quality of Results Motivation/Morale
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TechnologicalTechnologicalRequirementsRequirements
Good phone system with link to network
Telemarketing application (or CRM w/scripting) that records all agent info on SQL type database
Monitoring & recording system Reporting system (& someone to
work it)
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In-House vs. OutsourcingIn-House vs. Outsourcing Does telemarketing take away
from your focus? Will it distract your management from their real priorities?
Do you have the proper tools? Do you have enough good
management? Will you really save any
money?
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CONNECTELCONNECTELWHO WE AREWHO WE ARE
Connectel is an “outsourced”, Inside Sales team specializing in connecting companies with their target markets.
Our proven process allows companies to spend more time in front of qualified prospects, closing sales, generating revenue faster!
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Lead Generation Sales Market Intelligence Seminar Recruitment
CORE COMPETENCIESCORE COMPETENCIES
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NOTABLE CLIENTSNOTABLE CLIENTS
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Contact UsContact Us
Tel: (613) 564-6565
Toll Free: (877) 749-6835
Fax: (613) 842-4150
Email: [email protected]
Web: www.connectel.com