It is commonly understanded that our calls to huge associations will be recorded due to training and security purposes as we are typically played a recorded message to tell us of this when we place a call. But what is the reasoning behind this?
– Training of employees how to cope with different clients – particularly the simple way to diffuse an irate consumer
– QC, and assurance… To ensure that the customer service reps are providing the best level of service and professionalism to the purchaser – and providing correct information and answers
– For legal disputes, in order that they can confirm what was agreed to or debated about on the phone call. Many Telemarketing firms record all of their telephone calls.
All companies vary in their reasoning for recording calls. In my Telemarketing Comapny I have my own reasons to do this:-
– To can send appointments/leads back to our clients
– They can hear how we are promoting them and understand the beef we're coming up against
– Working with our clients to find the ideal “pitch” generates far better results
Nonetheless the part I benefit from most is by paying attention to myself speaking and getting to a point where, as a buyer, I’d be interested.
WHY BOTHER?
It’s not just the “pitch” that generates results though. It’s how you approach each call.
If your target is a senior call maker within fiscal services as an example, your tone and conversation would be different to approaching a window cleaner.
It isn't that you have always any more respect for either profession (I do for window cleaners as I am not great with heights), yet they are naturally going to have different outlooks and requirements so you have to think about this.
WOULD I BUY FROM ME?
Think of it like this.
If you have got any self-respect, you wouldn't go out to work without looking respectable.
I am not talking about wearing a suit & tie but most individuals would wash, clean their teeth, do their hair (if they have any) and maybe apply their make-up (where acceptable), before considering leaving the house.
By being physically prepared it will naturally lead to being more alert mentally as you'll have subconsciously gone thru the routine above.
You may not have call recording at your place of work yet there’s numerous cheaper options available to you which you may not have considered.
If you are phoning from a landline, most cell telephones nowadays have a voice recording facility so switch it on when you're phoning.
If you're phoning from a mobile (or a landline) and have the facility, an even better option may be to change on Skype or a camera and watch yourself at the same time.
WILL I LIKE IT?
Probably not.
Most people, including myself, do not like to hear themselves or watch themselves but it's a prerequisite if you are to achieve success in squeezing as much value out of every call.
It’s staggering how much you’ll learn and while you may at first wince at seeing/hearing yourself, that will quickly get replaced by groveling at some of the lines you will be innocently & honestly delivering.
Stick at it for a day and whilst your volume of calls will necessarily suffer on that day as you'll be reviewing each call, your confidence will grow and your output will increase seriously.
Duplicate this each month and you may stay strongly in touch regardless of whether it isn't something you’ll look forward to!
Chris Harding runs I Am Telemarketing, an a tele-marketing & telesales company with over 25 years knowledge.
How can you make these happen?