As self-explanatory as the word is, telecalling is the process of reaching out to a potential/present customer using a voice-based channel of communication.
Telecalling in the digital world of chatbots and emails might make some cringe. But when used as a part of a holistic outreach program, by people who are trained and skilled to engage customers, it may do wonders.
When expanding business overseas, there are many uncertainties. Companies are not sure how the product will be received by the customers, what expectations do they have, etc. So, before expanding into other countries, it’s always beneficial to understand the interests of your target customers and understand the demand for the product.
Telecalling involves direct communication to the customers for conducting surveys, contacting a prospect to generate interest in our product or service, supporting customers in their journey throughout, etc. When these actions are performed with the utmost professionalism, results can be eye-opening.
Telecalling campaigns only work when one is patient and trained to build customer conversations to nurture prospects before delivering a call to action. Synonymous with scams and frauds, telecalling needs a makeover in 2020. Here are some skills one must have to ensure success in telecalling:
To maximize your benefit from telecalling, it is important to have a good attitude when speaking directly to your customers. Recipients can clearly understand if you’re smiling or stressed out. Keeping your motivation intact will generally lead to a positive response and feedback from the client/customer.
It is very important to be aware of the product or service that you are offering. You should be able to answer the queries of the customer on the call, which will improve customer satisfaction. The customer/client should have a feeling that they are talking to an expert rather than an amateur. A telecaller is essentially a mascot of a brand during the conversation.
From our experience in running contact center operations, regular updating of information and knowledge for telecalling executives is key. With an in-house knowledge management platform and interactive modules of delivering this information, customer experience is enhanced, while allowing an executive faster access to the right information at the right time.
Telephone etiquettes are very important when talking to a customer on the phone. Courtesy starts the moment an executive answers the phone as they have only an initial few seconds to build rapport with the customer, to build a trustworthy and mutually beneficial relationship. It’s better to avoid technical terms and use simple language so that the customers can be comfortable and easily apprehend the information.
The executive should have a clear objective before taking the call. This will again help in the uninterrupted conversation. All the important information to be shared has to be clear beforehand. They should be well equipped with the knowledge to answer queries posed by the customers.
As the call center employees have to do multiple things at a time, such as updating the CRM, checking the knowledge base, etc. all when attending to the customer’s call, being organized is very important. This will help in avoiding errors during the process. This will lead to effective interaction with the customer and also ensures the completion of after call work smoothly.
While digital and social connections make up the life-blood of businesses today, a human voice is still one of the most effective channels of communication. With customers looking to solve complex problems or speak to real-humans for making buying decisions, it’s clear that human interaction still remains essential for business development.
Telecalling can be leveraged for businesses in various instances:
During the initial stage of business expansion, many companies conduct surveys to understand the opinion and expectations of the customers through telecalling. This has been a traditional way of contacting customers to understand their perceptions about the product.
Telemarketing calls are very important in the due course of the business to promote your products and services to potential buyers. These give the company, an opportunity to interact with the customers on a personal basis and build trust. These are very helpful in answering the queries of customers about our product/service.
When customer surveys and telemarketing are performed successfully, you must be able to generate leads through the customers contacted. To generate continuous revenue through this process, setting lead targets would be helpful.
Supporting the customers with their issues and queries has a major impact on the business. Good customer service will lead to loyal customers and also word of mouth marketing. Customer service through telecalling plays a major role in maintaining great customer relationships.
Times have changed since the beginning of telecalling. Due to technological advancements, the usage of technology has grown leaps and bounds. There are more options for businesses to communicate with their customers. While social media, websites, emails, and print media look more appealing, what sets telecalling aside is that it still drives results due to the personal touch that it provides and the ability to personalize the customer’s experience.
Human Touch: Telecalling is more effective when compared to the other forms of communication as it provides a human touch. There is a high possibility of building relationships with prospects and also gain the trust of the customers. This is an approach that is more user friendly.
Real-time need analysis: As there is a direct interaction with the customer, the reaction is immediate, without any delay. It provides an option to immediately answer the queries of the clients. This will help in maximizing the satisfaction of the customer and will further improve our business.
When outsourced to third-party service providers, the operating costs are eliminated.
When businesses realize the need of a telecalling service, the major decision to be taken is regarding the service provider. Having an in-house call center is not beneficial for many reasons and also, the main concentration of the business should be on the core business rather than running a call center. In terms of ease of business and also cost, outsourcing telecalling-based customer support or lead generation initiatives is the most logical option for businesses to go with.
Some of the benefits of outsourcing are:
When outsourced, you get access to a skilled team of telecallers, who are backed with high experience and also professionalism. They know how to captivate potential prospects and convert them into genuine leads. They are also efficient in providing seamless customer service.
If you are a start-up or an established brand, a well-planned telecalling service will surely help in building your brand. It’ll further lead to an increase in sales and overall business growth. Choosing the best inbound and outbound telecalling services will surely support your company in the process of generating genuine leads and also increase sales and customer satisfaction through seamless customer service.