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GUIDE Coaching Bringing the best out of a B2B Telemarketer

GUIDE Coaching: Bringing the best out of a B2B Telemarketer

Telemarketers possess both the pride and pressure of the company they’re representing, that is why they need to be continually developed and coached. This is most notable in outsourced telemarketing and lead generation services companies wherein their agent workforce is the product itself.

These firms usually have a dedicate team leader, quality assurance analyst, and sales coach to make sure the standards of the company – as well as that of the clients – are met.

Most companies would conduct training because it is the best investments that you can make in your telesales team. Training means employee satisfaction and job performance.  In order to bring out the best in your telesales team, you must follow up training with coaching. Constant coaching will help improve sales reps not only on the way they handle their calls but on how they will deliver their call as well.

But how does one really coach a telemarketer, knowing that each one is as unique as the other?

Monique Honaman, a partner at ISHR Group, shares in an article about how they created a coaching model called G.U.I.D.E. which stands for:

Ground

This step embodies the essence of engagement. It is all about establishing a relationship “beyond just business” between you and the person you are coaching.  Understand what motivates your agent in terms of her values, her vision for the future and her goals. When doing this, start from familiar to unfamiliar. Find out what the agent knows and offer explanation of what he or she doesn’t know.

TIP: Let the agent participate. Don’t point out the bad habits first. Instead, help the agent feel relax by empathizing with him. The fact that you asked him to undergo coaching already means there are some areas that need improvement. Have the agent listen to his call. Let him participate and evaluate his own call and ask for his feedback. Barriers on effective coaching include the agent’s fear of appearing incompetent which might get defensive. Agent might not listen to your advice and will not apply it on his calls.    

Related: Where to Find Expert Appointment Setters in Singapore?

Understand

In this step, you and your agent gain mutual clarity on her intentions and vision, either for the short-term or long-term. Here’s where you will clarify those things that drive intentions and often serve to unknowingly confuse the issues and inhibit positive momentum. Create a positive environment. Be patient and give positive reinforcement to the agent.

TIP: Demonstrate the steps on how to do it. Let the agent understand and explain exactly what is being done and what has to be done. Allow agent to ask questions. Let the agent participate. Active participation is essential for instilling long-term learning.

Related: Important Skills That a Singaporean Appointment Setter Should Have

Incite

This is where you are encouraged to foster multiple perspectives of the issue and various methods to address the topic being discussed. This is the “meat” of the coaching and the point at which you facilitate an exploration of opportunities and obstacles, while also analyzing various options. You will help your agent to evaluate the pros and cons of each opportunity.

TIP: Let the agent identify his/her mistakes. In coaching, don’t just focus on the bad part. Try acknowledging the good things he did on the call. From the tone of his voice to the way he/she delivers his/her call. Focusing only on the bad side will make the agent feel less enthusiastic about his job. Pointing out the good will help the agent boost his confidence because you don’t only acknowledge his/her mistakes, you also informed him/her that he did something good.

Related: Lessons Learned from a Robot Telemarketer: Samantha West

Decide

In this step, you facilitate your agent to make a conscious choice to achieve her vision by clearing the obstacles, confirming buy-in and guiding her toward the necessary next steps. Explain the relationship between what the agent is doing and on how it can affect the company he’s representing in terms of production and quality.

TIP: Conduct a role play with different situations to find out if the agent understands and if he’s ready to apply what he learned. Show the agent on how to handle different situations through role play to prepare him on his next calls.

Related: What Every Caller Ought to Know in Leaving Effective Voicemails in Singapore

Encourage and Execute

As a final step, your role is to motivate your agent to move forward on the commitments she has made. Your role is to build confidence, provide encouragement, drive accountability and generally act as a champion to ensure that the positive momentum and the desired outcome are achieved.

TIP: Follow up and evaluate new learning. Check on the agent’s progress to demonstrate your availability to correct and address questions and to discover any new problems.

Related: Why you should not Settle with Cheap Telemarketing services

Coaching helps everyone on the sales team because it gives less experienced reps the confidence they need to do better. It develops employee talent as it teaches agents how they can be most productive. By coaching you are preparing them for their own battle with common phone obstacles. The best way to do this  is to create an environment – and motivation – for them to be the best they can be.

 

You might also like: Telemarketing Rules in Singapore That You Should Know..

 

Learn more about how to generate leads in Singapore using telemarketing.

Or get qualified customers for your business! Dial  +65 6248.5023 or +65 3159.1112

 

 

Components of Lead-generating LinkedIn Profile Page
B2B Lead Generation Channels and Tactics (and What Not To Do with Them)
How to Score Your Leads for Better Conversion (Featured Image)

 

GUIDE Coaching Bringing the best out of a B2B Telemarketer

GUIDE Coaching: Bringing the best out of a B2B Telemarketer

Telemarketers possess both the pride and pressure of the company they’re representing, that is why they need to be continually developed and coached. This is most notable in outsourced telemarketing and lead generation services companies wherein their agent workforce is the product itself.

These firms usually have a dedicate team leader, quality assurance analyst, and sales coach to make sure the standards of the company – as well as that of the clients – are met.

Most companies would conduct training because it is the best investments that you can make in your telesales team. Training means employee satisfaction and job performance.  In order to bring out the best in your telesales team, you must follow up training with coaching. Constant coaching will help improve sales reps not only on the way they handle their calls but on how they will deliver their call as well.

But how does one really coach a telemarketer, knowing that each one is as unique as the other?

Monique Honaman, a partner at ISHR Group, shares in an article about how they created a coaching model called G.U.I.D.E. which stands for:

Ground

This step embodies the essence of engagement. It is all about establishing a relationship “beyond just business” between you and the person you are coaching.  Understand what motivates your agent in terms of her values, her vision for the future and her goals. When doing this, start from familiar to unfamiliar. Find out what the agent knows and offer explanation of what he or she doesn’t know.

TIP: Let the agent participate. Don’t point out the bad habits first. Instead, help the agent feel relax by empathizing with him. The fact that you asked him to undergo coaching already means there are some areas that need improvement. Have the agent listen to his call. Let him participate and evaluate his own call and ask for his feedback. Barriers on effective coaching include the agent’s fear of appearing incompetent which might get defensive. Agent might not listen to your advice and will not apply it on his calls.    

Related: Where to Find Expert Appointment Setters in Singapore?

Understand

In this step, you and your agent gain mutual clarity on her intentions and vision, either for the short-term or long-term. Here’s where you will clarify those things that drive intentions and often serve to unknowingly confuse the issues and inhibit positive momentum. Create a positive environment. Be patient and give positive reinforcement to the agent.

TIP: Demonstrate the steps on how to do it. Let the agent understand and explain exactly what is being done and what has to be done. Allow agent to ask questions. Let the agent participate. Active participation is essential for instilling long-term learning.

Related: Important Skills That a Singaporean Appointment Setter Should Have

Incite

This is where you are encouraged to foster multiple perspectives of the issue and various methods to address the topic being discussed. This is the “meat” of the coaching and the point at which you facilitate an exploration of opportunities and obstacles, while also analyzing various options. You will help your agent to evaluate the pros and cons of each opportunity.

TIP: Let the agent identify his/her mistakes. In coaching, don’t just focus on the bad part. Try acknowledging the good things he did on the call. From the tone of his voice to the way he/she delivers his/her call. Focusing only on the bad side will make the agent feel less enthusiastic about his job. Pointing out the good will help the agent boost his confidence because you don’t only acknowledge his/her mistakes, you also informed him/her that he did something good.

Related: Lessons Learned from a Robot Telemarketer: Samantha West

Decide

In this step, you facilitate your agent to make a conscious choice to achieve her vision by clearing the obstacles, confirming buy-in and guiding her toward the necessary next steps. Explain the relationship between what the agent is doing and on how it can affect the company he’s representing in terms of production and quality.

TIP: Conduct a role play with different situations to find out if the agent understands and if he’s ready to apply what he learned. Show the agent on how to handle different situations through role play to prepare him on his next calls.

Related: What Every Caller Ought to Know in Leaving Effective Voicemails in Singapore

Encourage and Execute

As a final step, your role is to motivate your agent to move forward on the commitments she has made. Your role is to build confidence, provide encouragement, drive accountability and generally act as a champion to ensure that the positive momentum and the desired outcome are achieved.

TIP: Follow up and evaluate new learning. Check on the agent’s progress to demonstrate your availability to correct and address questions and to discover any new problems.

Related: Why you should not Settle with Cheap Telemarketing services

Coaching helps everyone on the sales team because it gives less experienced reps the confidence they need to do better. It develops employee talent as it teaches agents how they can be most productive. By coaching you are preparing them for their own battle with common phone obstacles. The best way to do this  is to create an environment – and motivation – for them to be the best they can be.

 

You might also like: Telemarketing Rules in Singapore That You Should Know..

 

Learn more about how to generate leads in Singapore using telemarketing.

Or get qualified customers for your business! Dial  +65 6248.5023 or +65 3159.1112

 

 

Components of Lead-generating LinkedIn Profile Page
B2B Lead Generation Channels and Tactics (and What Not To Do with Them)
How to Score Your Leads for Better Conversion (Featured Image)

 

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.

2 Valuable Reminders For Hiring A Telemarketing Services Provider

To have the best telemarketing campaigns that will yield high quality b2b sales leads for your business, you have to make sure that you’ve secured the important factors that make up a good telemarketing campaign. Aside from having a compelling, well-written telemarketing script, you need to have experienced professionals to do your cold calling for you. When choosing your telemarketers, you have the option of hiring a freelance telemarketer, or hiring one from a professional b2b telemarketing company. Whatever you choose and before you sign that contract, think about these two simple reminders to make sure you’re making the right choice for your company.

1. Never go for the cheapest option.

Cheap is as cheap gets. If you base your decisions simply on how much you will be able to save upfront, then you’re making your decisions all wrong. That “bargain” you thought you were privileged to get would sooner than later turn into a nightmare as you start dealing with incompetent telemarketers who cold call at their leisure, play games on your business prospects, and generally cause a failure of a telemarketing campaign. Yes, it was very much a “steal”. Those untrained freelancing telemarketers just took your money after you sealed the deal by paying half of the agreed sum; and you’ll probably never hear of them again. If you really want quality telemarketing services, remember that nothing comes for free. Though you may need to pay a considerable amount for the best service, you can rest assured that you will get the equal value of your payment through professionally trained b2b telemarketers, a responsible and capable team leader, strict quality analysts, a binding contract, and years of authentic industry experience.

2. Never hire when you’re in a rush.

Doing anything when pressed for time never results to anything more than satisfactory. As a business owner, you need to do proper research on anything before you finalize a deal. When looking to hire a business to business telemarketer for your campaigns, researching the experience of your applicants is really important to ensure the success of your telemarketing lead generation campaign. Even a reliable b2b telemarketing services provider needs to be questioned about their experience. You’ll know you’ve found a good one if the company is not shy to share their portfolio with you, or maybe give you a list of clients you can call. If you hire in a rush (which is never a good idea), there is a large chance that you will end up with a business scam, a freelancer who will disappear halfway through your campaign, or an amateur company whose telemarketers are still trying to figure out what VoIP actually means.

Reasons Why Your Lead Generation Campaigns Are Not Working

When you run a business, a lot of things can get out of hand and you will need to find out the cause immediately or it could prove to be disastrous or costly for your business. While common culprits are easy to point out, sometimes, unexpected things happen which will require you to do a double take on the cause of the problem. Here are a few examples:

  • If your qualified business leads reject your offer, it doesn’t mean that your telemarketing script is to blame. It might be that your business leads simply aren’t willing to go through the process of implementing a new process or don’t want their employees to waste any time learning how to use a new product or service. You might also start blaming your telemarketers of not doing their work properly, as it is a common reason for such problems. It could just be the business sales leads who are the problem, so don’t immediately think its your telemarketing script or your b2b telemarketers.
  • If your appointment setting campaigns are not letting you convert as much business leads as they should, the problem might not be with your script or your appointment setting service provider. Your chosen b2b sales leads may just be experiencing an emergency, such as a low economy, or a disruption in their specific industry which is why they don’t have any budget to spend. If you identify these factors as the cause of your problem, then try contacting your business sales leads another time.
  • If your lead generation campaign isn’t working as you intended it to, don’t think your lead generation methods are not effective for your chosen market niche. Perhaps you just aren’t paying attention to the right datas or statistics, or your marketing people haven’t been implementing the method properly. A lot of good lead generation campaigns are not reaching their full potential because of a lot of factors, but they end up being replaced with another lead generation method without even the proper research.

Before you consider a process or operation in your business as ineffective and decide to scrap it for a newer method, consider all the possible angles first so that you don’t waste any more effort, time, and resources to implement a new system. Especially when the problem is with your sales and marketing department, take into account all possible factors before you choose to implement a new lead generation or telemarketing campaign.

7 Factors To Remember When Outsourcing B2B Appointment Setting

 

Before you decide to outsource your b2b appointment setting campaign to an appointment setting service provider, you have to take note of these 7 factors. Knowing these things about your BPO of choice is a must if you want your appointment setting campaign to be successful and ensure your ROI.

  • Efficient appointment setting quality controls – When setting appointments, not just any business lead will do. Good b2b appointment setting campaigns only contact high quality b2b sales leads which are already pre qualified from the initial lead generation process.
  • Source of the business list used for appointment setting – Bought lists can be used, but these tend to be sold to your competitors as well, which means your chances of finding qualified leads are slim. A good business list for appointment setting should be freshly sourced from organic searches.
  • Scheduling coordination between appointment setter and client – shared calendars such as Google’s are a good choice for coordinating sales and appointment setter schedules, but to ensure that every member of the appointment setting team and the client company is well-coordinated, CRM software that have scheduling tools are a better choice.
  • Script or content quality – just as expert b2b telemarketers use telemarketing scripts when cold calling b2b sales leads, good b2b appointment setters use scripts or content which have been tested before they are put into action on campaigns to make sure they deliver the desired results.
  • Pay for performance appointment setting or fixed rate – while both methods have positive and negative points, pay for performance appointment setting service providers can be quite unreliable. Fixed rate appointment setters offer more security for companies who want to outsource.
  • Reporting methods – knowing how a b2b appointment setting company reports about campaigns are important to make the most out of each campaign. To make reporting more specific to the data or information that a client wants to know, a CRM software containing all datas pertaining to the campaign that can be accessed by the client whenever and wherever he wants will make reporting completely hassle free.
  • Appointment setters previous campaign metrics – b2b appointment setting service providers should share feedback from previous client campaigns to allow prospective clients to gauge their ability to successfully set business appointments. The portfolio of the BPO firm should be easy to spot in their website, or they should be readily available should the potential client ask for it.