So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be. Now you need to develop a message for your telemarketing staff to effectively convey on your behalf…You need a telemarketing script. But what does that look like?
What should be included in a telemarketing script?
For some call center agents, a traditional script that tells your agent what you want to say and how you want them to say it, works very well – especially for those new to the game who are still building confidence. The challenge with traditional scripting is that with time and repetition, message delivery can get a bit stale. So, how can we prevent that? Through training and motivation, or course! But that’s not the only way… Continue reading →
Congratulations! You oversee a team of outbound telemarketing appointment setters in a call center. The bad news is that for the past 3 months, booked appointments have steadily declined. As a result, you schedule a training session, then another training session, and finally when things aren’t improving, yet another training session. Things still aren’t improving, and you now begin to see your attrition increase, your employees are losing focus, and sales are dropping. What’s the problem? You trained them, didn’t you? The problem is that your issue may not require training at all. You may be contributing to the problem by over-training your outbound telemarketing appointment setters.
How do you know when you are over-training your outbound telemarketing appointment setters? Call center agents will start to exhibit some of the above signs when you have given them too much training. Over-training is an expensive mistake that too many in our industry make. Continue reading →
Have you ever changed a tire? Seems pretty easy when you say it, but have you ever thought about how much work goes into something so simple? First you have to brave the weather and if you live where I do that could be a lot of work in itself. Then you have to make sure you have the right tools to do the job. You’ll need a jack for the car, potentially gloves and a spare tire. You have to jack up the car, take off the lug nuts, pull the tire off, put the new tire on, tighten the lug nuts, release the jack and put everything back. What seemed simple is much more complex.
B2B appointment setting is very similar. It seems easy at first glance. However, if misjudge the task as easy, then you will most certainly be disappointed. At Quality Contact Solutions we are experts at B2B appointment setting and here are a few items you’ll need to keep in mind to make sure your B2B appointment setting program doesn’t go flat. Continue reading →
Telemarketing appointment setting can be a game changer for any sales team. Appointment setting allows your sales experts to focus their time more efficiently with customers and clients who have already expressed some level of interest. Of course, they likely already have a book of business to work through, but what comes next? Where will they get the new leads? Telemarketing appointment setting is a great way to work through cold calls, and setup your experts with viable contacts to work. Once your internal contact list has been worked through, it’s important to find the next best lead source. Let’s take a look at the top 3 best practices in structuring a test with a new list source. Continue reading →
Author note: This is the third article in a 3-part series.
In Part 1, we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program.
In Part 2, we discussed how to write an effective script that delivers a powerful nutshell message with a clear WIIFM (What’s in it for me?).
All outbound telemarketing appointment setting professionals know that the third key component of success is the list that you are calling. In this 3rd part of this series on telemarketing appointment setting, I’ll share my experience with curating the best outbound call list. Because our company primarily focuses on B2B appointment setting, I’ll focus there. Continue reading →