Call Centers and the Latest Trend in Telemarketing

Telemarketing is a good lead generation channel and in the recent days it is evident that almost all the lead generation companies and affiliate networks are getting pitched against hot transfers, live call transfers, warm transfers or some kind of telemarketing verified lead. The interest in telemarketing has grown considerably over the years and the 2 m

ain reasons for it are based on the voice industry

as a whole and the outbound service.

It is sad that several call centers were put out of business in the last 5 years owing to the consumers registering to the Do Not Call (DNC) List. However, telemarketing is becoming a profitable experience again, as with the DNC getting larger, there are less people dialing, so the competition is getting less. Note that a number of clients who were purchasing the leads that are generated overseas also called it off, as they found that the prices had increased to the point of being the same as the internet and onshore generated leads. This has caused a significant drop in the incentive that has to be outsourced to India. It is a fact that the outsourced as well as the

Indian generated leads have a tendency to close at lower closing rates compared to the lead generated by the US. With the cost differentiation becoming negligible now, the appeal is also disa ppearing. With the less competition now new US call centers are returning to the telemarketing game.

With the all round voice channel doing well in the industry, the call centers are in trend. Call centers today are designing voice programs, so that the phone numbers which are associated with the affiliate advertisements can be tracked. Consumers are calling up the numbers that appear on the client websites for requesting information on the products and services on offer. Apart from only general inquiries from the consumers, the call center agents also have to attend calls through which the consumers place orders. With the tracking being associated with the dial-ins and the comfort level for the clients increasing for accepting calls, a plethora of lead generation opportunities are emerging. Call centers are thus being defined as one among the most popular businesses that are dominating the present communication industry.

Importance of Wallboards in Call Centers

Wallboards are giant sized monitors that you find hanging from the ceilings of call centers. Any busy call center will have several of these mammoth screens that give information about different call center services and processes. On a very basic level, a wallboard is like a display screen that shows everyone on the floor what the status of the project is. The manager or supervisor is given the responsibility of working out the wallboard. Many of the updates on the screen come from automated software. Sometimes the managers also add value or make changes manually. The way it is displayed in plain view makes it very obvious that the call center companies want everyone on the work floor to know what is going.

There are several advantages of using wallboards in call centers. The first one is that the employees on the call center floor get updates and alerts on how the project is rolling. It is a quick check for the agents as well as the managers to find out how much ground they have covered and what is left of the task. Telemarketing projects are dynamic, as they are flexible. That is why there is a need to change gears during the course of the sales cycle. You might find that you have not covered half the task though half the time is already over. That is when you have to pull your telemarketing services together and push harder. Wallboards help in determining that time and explaining that sense of urgency to the agents on the floor. It is like a timepiece that tells the time, except that the wallboards are multifunctional and tells you a lot more than the time.

The second big advantage of the wallboards is that it puts the managers and agents on the same plane. Work in call center units happen in cubicles and work reports sent at the end of the shift. There is little that is expressed openly. Agents do not always have the idea of how much their peers are selling and if they are actually leading the pack! Wallboards will allow individual telemarketing agents to evaluate where they stand. The managers can keep updating the metrics like longest hold time or the number of incoming calls waiting in the queue. Agents of the inbound call center will immediately know that they have to pull themselves together. Just like the wallboard keeps track of the lack in progress, it also announces success! The entire floor will immediately know when an agent hits the target.The use of wallboards has made work easier at the call centers. Call center units are always in search of a unified reporting structure that leaves nothing to the risks of miscommunication. This is the best way of updating a reporting format that everyone can take a look at instantly. In a telemarketing department, projects and metrics have to be dynamic in order to be successful. Wallboards go a long way in ensuring that the agents and managers work in that constantly innovating ambiance.

Do You Need Inbound or Outbound Telemarketing?

Are you in need of inbound call center services or outbound telemarketing calls? The question has dazzled many brands that want to hire call centers. The task of the brand is to identify the nature of telemarketing services. If the brand is selling a high-priced item that will require some thinking on the part of the consumer, the outbound call center team has to nurture the leads. You will have to hire the lead generation unit to take over and build up the leads. This generally happens on B2B projects. The buyer may have to consult a team of managers or a panel before they can commit to it.

On the other hand, when the price tag on the product or service is not essentially high, the call center can work on generating a buzz about it. The point is to create hype and then sell the product on

the promotional campaign. It will be easier for the call centers to use the Internet in doing this. When the consumers are aware of what is going on, they will dial up the phone answering service desk and ask for information or actually buy something.

Setting the Right Goals for Call Center Agents

It is essential for call center managers to set the right goals for the agents to help them give their best. The managers must make sure that they are motivating their agents in the right direction so that the agents can work at a high level for accomplishing the goals of the company. I

f the managers at call centers are able to provide their agents clear and effective performance objectives, then the agents can perform well under pressure and deal productively with the customers.

There are several tips that the managers and supervisors can follow for setting goals for the agents to achieve. Specific targets must be listed for the areas of performance that has to be measured. The managers must also develop a certain time for call handling, attendance guidelines and quality sco res to make sure that the call center agents are punctual and working effectively.

The call center managers must be able to organize meetings on a regular basis; this ensures progress in work. The meetings and trainings should be diverted towards helping the agents improve. The agents must be well trained so that they can overcome the many shortcomings in their behavior or approach. The managers can sit individually with agents and listen to the calls with them, so that the agents have a hands-on experience in where they need to improve and what they can do in a better manner to deal with customers.

The managers must also listen to the concerns of the agents, if they have any and try to address them effectively. The managers must value the feedback that agents are offering them. The feedback helps the managers to be alert on the problems that may hinder the operations of a call center. It may also help the managers know when the agents require further training for meeting the goals of the company.The managers must make constant efforts to offer refresher training so that the agents do not forget what they have been trained for. Such trainings will help the agents achieve the standards that have been set for them. Employees who are well trained must be able to show a strong knowledge of the products and services. The employees at the call centers must also have the finesse that is required for handling customer complaints in an effective and efficient fashion.