Quality Monitoring Guidelines for Telemarketing Services

By Marcia Jenkins, Senior Operations Manager

Chalk_board_with_do_and_dont_wrote_on_it_with_cup_of_coffee_and_computerIf you have ever been a sales agent in a seat making or taking calls for a telemarketing services company or an outsourced telemarketing company, you have a good idea of what the primary Do’s and Don’ts for Quality Monitoring are. Sales agents know first hand what helps or possibly hinders their improvement. A good frontline telemarketing sales agent wants nothing more than to succeed, so they thrive on that feedback to get better. Here is a list of Do’s and Don’ts for quality monitoring as compiled by the telemarketing sales agents themselves.

Do’s

  • Provide positive feedback. Find something great about their call whenever possible.
  • Carve out time to listen to their call and other calls that display the technique you want them to improve on
  • Keep it simple. Find one or two things for them to focus on for improvement. Once the improvements are mastered, then go on to additional areas for improvement.
  • Plan on role playing with them. This “Do” is essential in not only making sure they know what you want, but can actually display it on future calls. Ensure that they can “walk the talk”.
  • Follow up. Ensure the agent is implementing the new feedback and if not, have steps in place to redirect. When they are improving, provide Kudo’s! Find them doing the newly mastered technique or attempting and working through it.
  • Remind them about why it’s vital to implement. For example, “It is a client expectation and it will help them build their sales revenue and commission.”

Don’ts

  • Only send written feedback. Your frontline telemarketing sales agents need to be able to understand what you want from them and ask questions and listen to the call(s).
  • Offer so many little things that need improved upon. Give them a couple of areas to work on and let them overcome those before adding more.
  • Be negative. No one responds well to negativity. Keep it positive and upbeat! Try the sandwich technique, starting with a positive, something to work on, then a positive to wrap up the feedback!
  • Rush. They know your time is valuable and what better way to show them they are a valuable member of the team then to spend some of your day “Getting on the same page?”

Telemarketing Services team members need to know that we are there to assist them and help them improve. We are all a team on the same page with the same goals.

Whether you are a Telemarketing Service provider or work with an Outsourced Telemarketing company, make sure your team members in the call monitoring role know these Do’s and Don’ts. You’ll find that both morale and productivity will be improved.

Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions. Prior to joining Quality Contact Solutions, Marcia was a sought- after 10-year call center veteran with the ability to manage and sell. Marcia is responsible for the day to day operations for the At Home Division. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center operation.