7 Habits Of Successful Telemarketers: No. 3 – Go Against The Flow

 

There are many good habits that successful lead generation representatives can practice. The third point to consider would be the idea of going against the trends. Following trending topics is fine. Come to think of it, this is an important part of the marketing process. You need to know what is foremost in the customers’ mind, and use that knowledge to craft a better plan in generating qualified sales leads. Failure to do so would only weaken your appointment setting capabilities. What do you think made marketers stand out? What made Steve Jobs, Jeff Bezos, Bill Gates, and Warren  Buffett win?

They went against the flow.

Despite what the market trends showed, these people decided to go ahead with their revolutionary changes. The result is an astounding increase in sales and profits. Sure, these did not occur overnight, but the mere fact they went against conventions of their time changed the world we are living in today. Instead of following a sure trail, blazing a new path can bring you better results. It can be in the form of products you offer, or the marketing tools you use, even the likes of telemarketing. All these things can play a big role in your success in B2B leads.

Do not be afraid to go against the flow. Yes, the risk of failure is high, but the rewards you get if you succeed will more than make up for it. Just do your best, perform your research, and believe in what you do. That will give you success in your lead generation campaign.

 

7 Habits Of Successful Telemarketers: No. 1 – They Have No Back-ups

7 Habits Of Successful Telemarketers: No. 2 – They Work

7 Habits Of Successful Telemarketers: No. 2 – They Work

 

Another habit of very successful telemarketing representatives is that they actually do some work. Unlike the average worker, these marketers really do their best when they are in the production floor. This could best explain their ability to generate a lot of sales leads at the end of the day. A little productiveness can be a real benefit for those involved in B2B leads generation. And usually, the ones that work a lot during their shift tends to finish their job earliest. You can do that too. All you need is to follow these simple tips:

  1. No phones – turn off your phones when you are already in your work station. Unless someone needs to contact you by phone, there is no need for it in the usual run of the day. Besides, if your phone receives a call, it can create a nasty feedback with your telemarketing equipment.
  2. No emails – checking emails is good, but doing that all the time will just waste your time. You can just open it at the start of the shift, and then check in again before the day ends. That would be enough to tell you if there are any tasks to be done.
  3. No gossip – really, that should be the last thing you should be doing, since it wastes a good amount of your time, not to mention giving you useless information. Better concentrate with your own lead generation work, which is a better idea.

Really, just do these things, and your appointment setting campaign will be all right.

7 Habits Of Successful Telemarketers: No. 1 – They Have No Back-ups

 

One of the most important components of a successful lead generation campaign would be the people leading the frontlines. They are the ones responsible in generating qualified B2B leads, so they have to be the very best in the business. There are different kinds of successful people, with qualities that made them so. You can be one of such people, provided that you know how to actually pull it off. You see, the secret to a successful appointment setting process lies in your business habits. Developing these would be to your advantage. Now, let us discuss one of these points: having no back-up plans.

Back-up plans are good. It provides you with a fall back platform in case your initial lead generation plan fails. While this can give you some breathing space as you plan your next marketing move, a disappointing trend has been developing among many marketers, especially those in telemarketing – they always depend on the back-up plan. Because of this, they end up slacking off or slowing down in their work, which translates to a reduction in sales leads production. Truly, if you want to be at your lead generation best, you should work like you have no back-up plan. Having such a mindset will compel you to do your best at the initial business campaign.

A lot of successful telemarketers have done that in the past. Besides, in this fast-paced business environment, creating a back-up plan can be an unnecessary burden. Better give you best at the first try, so you have fewer problems to think about.

FCR vs. AHT: What Should You Measure?

This is a guest post from  Kate Webster

 

Call center metrics can be a valuable tool for monitoring the effectiveness of your calling team. Both first call resolution (FCR) and average handle time (AHT) can provide your business with information about you call agents performance and the effectiveness of your calling methods.

While both metrics are important to know, you’ll want to consider which will be most important, depending on your type of business and the function of your call center; consider which will give you the most insight.

 

First Call Resolution

FCR metrics monitor the effectiveness of your first call or first contact with a customer. It is considered to be one of the most valuable metrics available, though it is sometimes difficult to define and measure.

Usually, FCR refers to the percentage of customers who achieved call resolution, or found answers to their concerns completely, in a single call. FCR is determined in a number of ways, most of which involve some sort of resolution survey.

  • External methods for measuring FCR include: post-call phone, web, or IVR survey, an end-of-call script, or a voice menu. All of these options rely on the customer to determine whether or not the call was effective.
  • Internal methods for measuring FCR include: QA call monitoring where QA evaluators determine if the call was resolved, call-back monitoring so see if the customer calls back within 2-5 business days, or CRM where software is used to determine if the call was resolved.
  • An 80% FCR means that on average customers require 1.2 contacts to resolve a question or issue.

Businesses that have a large customer focus usually find it straight forward to improve FCR percentages. FCR can be improved with committed management, awareness, accountability, coaching and training.

 

Average Handle Time

AHT also attempts to measure the overall effectiveness of your calling system. AHT refers to the total average time that an agent spends with a contact. For example, an AHT for a mobile communication company might be 2 minutes.

Usually, a lower AHT implies that call center agents are being efficient and quickly handling customer concerns. However, just because a call is shorter does not necessarily mean it is more effective.

  • Measuring AHT can be beneficial because the less time spent per call, the lower amount of operating expenses are required for the amount of calling agents.
  • Lower AHT means that the call center contact methods are as streamlined as possible, which can also result in more positive customer experience (less wait time, more effective answers).
  • AHT metrics usually benefit from using templates or scripts that focus on frequently asked questions or requests.
  • Sometimes, even though the average handle time has been reduced in a call, the customer is not given complete information, and is forced to call back another time to resolve their issue.

When determining staffing size or proper time-usage, AHT might be a preferred metric to follow. However, if you are looking to monitor the thoroughness and quality of your customer service team, first call resolution metrics may be more valuable. Both metrics are important for monitoring the effectiveness of your call center, and depending on where your businesses focus lies, one might be a better fit than the other.

 

Kate Webster writes for lead generation resource, ResourceNation.com. She focuses on a variety of topics includingcall center metrics. Follow Resource Nation on Facebook and Twitter, too!

 

 

How To Build Credibility In Telemarketing

 

In lead generation, particularly where telemarketing is involved, credibility is everything. Without it, you will never be able to get the trust of your business prospects, making it even harder for you to generate qualified sales leads. Remember, you need to build your credibility from the very start. This is the key to making your appointment setting process easier to do. So, how will you do that?

 

  1. Say your name – one of the biggest mistakes made by marketers is not saying their name clearly. How will prospects know you are a credible person if they never got your name at the very start?
  2. You improvise – do you know what business prospects hate the most from telemarketers? The latter follows a sales script. Using one as a guide is good, but if you depend on it (without adjusting to what the prospects say, do, or need) then you fail to prove your concern.
  3. Stay true – pretending, padding, or excusing your way to your business prospects may work at the start, but once they put you at closer scrutiny, then the lies will unfold and you can say to your B2B leads good-bye.
  4. Listen to your prospects – if all you do is talk on the phone, without letting your prospect a chance to express themselves, then you will end up making them reject you.
  5. Be ready – that means you study everything about your product, the market, as well as the business of your prospects. This will add to your credibility, as well as encourage confidence in your from your prospects.

 

Keep these tips, plus a lot more you might learn along the way, and you can build up your credibility in telemarketing.

 

Six Hiring Mistakes That Ruin Lead Generation

There are hiring mistakes, and there are hiring mistakes. In terms of its effect in your lead generation campaign, it can mean a big thing. Generating B2B leads is no simple feat, and as a business owner or manager, you may not be able to handle the job on your own. It becomes a necessity for you to hire someone for the job. And that is where the problem comes in. What will happen if you hired the wrong people for the job? That would certainly be an inside sales disaster. And the causes of that are so obvious that you might berate yourself for not realizing it sooner.

 

  1. You ignore the totality of your candidates – sure, you need skilled people for the job. The problem here is when you only concentrate on the skills, not on the whole picture. There are some employees who work best at night, or maybe have diva tendencies. If you really are in need of their appointment setting skills, then be ready to compromise.
  2. You fail to consider their attitudes – being skilled in generating sales leads is a great factor in hiring candidates, but if they do not have enthusiasm, good work ethics, or interpersonal skills, then they might become a liability. These can be more important traits for employees.
  3. You sell your business too much – yes, you need your employees to work for you, but do not sell yourself too much. Candidates usually have done their homework; they know whether your company is a good fit for them or not. Also, selling too hard skewers the perspective in work. The viewpoint of an employee who is grateful for the job is way different from an employee who took the job only as a favor to you.
  4. You quickly hire friends or family (or both) – while family or friends may have the heart and intentions to help you, their skills might something that falls short on your expectations. Additionally, hiring family or friends create friction in your production floor, between you and non-related employees. This can have a negative impact on your lead generation campaign.
  5. Ignoring your gut feelings – while looking at things objectively is ideal, with numbers and graphs, trusting your gut feeling can also save you from a major hiring mistake. That resume may seem rosy enough, but if you have a gut feeling that something is not right, then you should listen to that as well.
  6. You make the wrong gamble – well, a gamble is a gamble, where you are most likely to fail. But you can take a positive gamble on a candidate who might help your business grow, or a negative one where the candidate wrecks your entire inside sales campaign. Know everything you need to know first, then make an intelligent choice.

 

It is very easy to fall into these six hiring mistakes. But now that you know what these are, it would be a simple matter for you to avoid them all together. It will be good for your lead generation process.

 

Four Things That Demotivate Your Inside Sales Team

As mentioned in my previous post, the most important assets that you need in your inside sales campaign would be the people tasked to do it. I mean, it would not be possible to generate B2B leads if there is no one manning the front liners, getting in touch with business prospects and trying to set an appointment between them and you. It is very important to know what you can do to motivate your lead generation team. But also equally important to know would be the factors that can kill morale. Avoid these, at all cost, and you will save yourself from the headaches that can pop up down the road.

  1. Using salary as the main motivator – okay, people want to earn something in their work, that is fact. But using salary as the sole motivator to keep your lead generation team working will not really work in the long run. Sure, money might be the reason someone leaves you, but that is not the reason why they will stay. If you want true motivators, then you should invest in other factors, like ownership, responsibility, and the environment.
  2. Multitasking when talking to your people – sure, you may be a busy person, but that should not be an excuse for you to answer the phone , sign papers, write reports, stare at your laptop, among other things, when you have a meeting with your appointment setting team. That is a sure fire way to reduce the importance of your team in their eyes. Failure to give your full attention will make the team feel second-rate and less motivated to work for you.
  3. Delivering mixed messages – it is one thing to adjust your delivery style depending on the audience, but tweaking the very content of your messages will only create confusion in your team. And confusions tend to build doubt and distrust in the hearts of men. That is the last thing you would want your people to think, lest it affect your ability to generate sales leads. A mark of a good manager is being able to craft a consistent message to all the intended recipients.
  4. Shooting down ideas immediately – creativity is an important part of business, and you need to nurture that in every person you have. And that consists of not shooting down the ideas of your team all the time. True, some of them may have lame plans or something, but that is no reason to criticize them or anything. Try to look at the details, you might be surprised at what you might learn. Some of the craziest ideas may actually be the very answers you need.

There are plenty of other things that you should avoid doing, but you can be assured that these four are the main culprits. If you want to succeed in your lead generation campaign, you need to find out how to best motivate your team. It can make all the difference between successfully generating B2B leads or not.

 

How To Motivate Your Inside Sales Team In Three Ways

If there is anything you need to keep in mind in you lead generation campaign, it is the fact that success is built around your inside sales team. They are the people responsible for meeting business prospects, offering them business solutions, as well as negotiating with them. You will not be able to generate a lot of qualified B2B leads if you are lacking in terms of manpower. It would be a good idea to keep them motivated, right? After all, a high morale equates to a higher performance in your lead generation team. The question here is, how will you pull that off? There are several ways to do it.

For one, you should create a community of ownership in your company. As a small business owner, it is easy, too easy, to think of your people as mere resources that you just throw into the sales process. In truth, people have their own opinions and ideas about your business as well. If you want them to help you reach your vision in generating sales leads, you should put into consideration their goals and aspirations as well. Maybe they have a knack for social media or search engine optimization (SEO) marketing. Think of ways to integrate their skill sets into your business. Support them, and they will keep you up.

Second, always think that your business has a purpose. Unless you are a non-profit organization, you ought to be earning money, right? But that is also the same goal of your competitor, and probably a dozen more after him. You need to come up with a purpose, an identity that your people can use to differentiate themselves from the others. Why are you in business? Knowing the answer to that question will help you in positioning yourself in the market. This also gives your people a reason to rise from their beds and continue in their appointment setting tasks. It should be something that excites them, something that they can live by, an identity that they can show proudly to others.

Lastly, you should stay positive. As the business owner or manager, you, of all people, should have a positive outlook over things. Not that you have to sugarcoat real problems or anything, but you should try your best to see the positive side of things. Considering the challenges of meeting business prospects and compelling them to join you in a venture, you will need a strong positive outlook. When a challenge comes up, it is your job to take control, inform your team of what is happening, and find ways to solve it. It is also the same thing when someone comes to you with an idea. Try not to shoot it down immediately. Who knows, that might be the next breakthrough that you were looking for.

Keep these tips in mind and motivating your team will not be a problem anymore. In terms of your lead generation campaign, boosting morale, ownership, and respect to your leadership can be powerful ingredients for success.

Do Your Telemarketing Properly Or Not At All

Telemarketing is the same with social media marketing, content marketing, or even advertisements. If you plan to use telemarketing or cold calling for your Singapore lead generation marketing campaign, then learn to do it properly, or else you will be wasting your time with a largely ineffective tool.

The best way to utilize telemarketing for your lead generation processes in Singapore is to hire a reliable professional telemarketing company to do the cold calling for you. This way, you don’t have to worry about sending in someone without enough experience or the proper tools. If, however, you decide to do the cold calling yourself (or plan to hire a team of your own), you need to be fully prepared before you start to do any sort of cold calling. Just having a telephone isn’t enough. While you might make it work somewhat, you’ll end up with a lot of missed business opportunities and a lot of frustrated b2b telemarketers and sales representatives.

You need to prepare the right equipment for your telemarketers. Even if it’s not high end technology, make sure your equipments are capable of sustaining continuous, heavy duty use; if not, it could cost you thousands of dollars having to replace everything frequently. Prepare your telemarketing script. If you don’t know how to write one, there are forums, blogs, and articles online that can help you write one for your company. Set aside a place for your b2b telemarketers so that they can concentrate on their calls. The room should not be noisy or else they won’t hear their business lead prospects, but it shouldn’t be too quiet or they could easily get bored and lose motivation.

Being prepared will save you a lot of headaches in the future. If you want to do telemarketing in Singapore, then do it well or don’t do it at all.