Our Round-Up series is based on collecting and collating insight from industry experts on how to solve industry problems.
The question we posed for this Round-Up to Outbound Telemarketing gurus* was ways that you can drive Outbound Telemarketing sales.
This Part 2 of the Round-Up includes suggestions 6 to 10.
Next up:
6. Employ Quality Agents
Employing the right type of person, together with good training will result in more successful telesales representatives and therefore more sales.
NB! However, we have found that you are limiting your success if you just try to employ the exact profile of your top agent. This is because we have found that teams benefit from having a diverse range of people as clients are diverse, and it becomes easier to match client-salesperson in the combinations most likely to result in a sale.
7. Allocate the Right Customer to the Right Salesperson
We have seen, time and time again that not all salespeople sell equally well to all potential customers. By mathematically modelling each salesperson’s past success and failures to determine their best fit, future leads can be allocated accordingly to increase conversion rates. The modelling needs to be done on a regular basis so that they can become more and more predictive, as well as adjust to the usual changes in the salesperson’s behaviour. This process uses existing resources and does not require any training to get results.
8. Provide Great Scripts
This suggestion was top of David Spillane’s list and ties in with another expert’s suggestion that the script should cater for prompts and also adaptable actions. Paul Leadbitter also recommends having “next best” offers for after the first sale, or even for after an unsuccessful first offer.
In addition, the script – and the telemarketers – need to be able to build rapport through the relevance of tone and content.
9. Follow-Up on an Initial Mail-Out
Send an initial mail-out that the telemarketers can call to follow up on, suggests Spillane. This helps lead the direction of the call, and gives clients who need to digest information a chance to do that. Other gurus also commented that by doing this, potential clients who were interested but didn’t get a chance to react to the call to action, are converted and not lost due to their failure to respond when they received the mailer.
10. Use Integrated Digital
Be able to use different digital platforms such as email, calls, SMS and WhatsApp to make contact with your prospects. People are generally time poor, have information overload and prefer to interact across a wide variety of mediums and applications nowadays. However, investigate how they like to interact first to improve your chances of success. We hope this Round-Up has been useful to you.
In summary, the last 5 suggested ways to increase Outbound Telemarketing sales are:
- Employ Quality Agents
- Allocate the right customer to the right salesperson
- Provide Great Scripts
- Follow-Up On An initial Mail- Out
- Use Integrated Digital
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Notes:
Industry Experts – 10 Outbound Telemarketing specialists and veterans from the following countries: Singapore, Australia, Netherlands, Thailand and South Africa.