The rising impatience against telemarketing calls has set BPO experts thinking
. They are racking their brains to find out how these telemarketing services can be made more palatable for the customers in general. Several theories were raised, including ones that asked the outbound call center agents to speak about brands and the client company before they talk about the product/service. This is one applicable concept because customers generally don't pay much attention to the features of products unless they find some brand value in the manufacturers. Speaking about the brand does make sense. In other words, BPO service experts feel that the calls made to the customers must have more value attached to them. Making claims that promise a lot would immediately put the customer on the guard. There have been too many instances of fraud and trickery in the market to make the customers paranoid.
BPO experts tell us that the telemarketing calls become pesky for the customers primarily because they have nothing to do with them. Many of these lead generation calls go to the wrong demographics. Call center faux pass like calling a debt ridden citizen to buy luxury items are some aspects of telemarketing services that you cannot ignore. It's only natural that such a person will hit the roof when they receive a call like that! The key to avoiding such instances is to ensure that the call centers do their homework. Data analysis can go a long way in helping your agents steer clear of such unpleasant conversations. Target customers who can afford and will need such products/services that you are selling. Customers feel interested in these calls only when they feel that they are headed for a good deal or about to buy a product that they really need.
Attaching value to telemarketing services will also help your agents speak to the customers without the fear of the line being disconnected. Customers judge a lead generation call on the first few seconds. If the outbound call center guy can make an impression in those precious few moments, the call has every chance of turning into a fruitful conversation. That is only the first step towards pushing for sales. It is advisable for the sales lead generation agents not to try for sales in the very first conversation. That makes the agent seems pushy and it is also a sign that the agent may be a fraudulent one! The ideal way to do is to let the customer think over your brand and the company you represent before you talk about products/services.
The addition of value to the telemarketing services must be based on one simple principle: tell the customers how they will be benefitted. BPO agents must realize that customers don't care about the client's brand or the product unless they find something that will benefit them. That is where the lead generation campaigns should be focused on. That will also make the customers feel interested in what they are talking about. Without an active listener, call center agents have not much of a chance to make a sale.