US has become the undisputed leader in the outsourcing industry. What does this mean for telemarketing companies? On the one hand, high demand for their services, and on the other – new challenges. In order to meet the expectations of business partners and set industry trends, call centers must focus primarily on comprehensive customer service. Modern systems and qualified staff will help them in this.
Today, outsourcing can cover almost the entire activity of companies. It is no wonder then that outsourcing centers are expanding, offering many employment opportunities. The call center sector benefits from this , because one of the most popular branches of outsourcing is precisely the key sales. It attracts more and more educated and willing to develop employees. The industry’s potential is growing and it is now the best time to take full advantage of it. How?
Call Center Communication in many ways
In the second decade of the 21st century, there is no place for outdated technologies, also in the call center services industry. The markets are overcrowded and the competition is so intense that you need to pay attention to every detail. Success-oriented companies must make sure that they stand out from the crowd. For this, an original idea for advertising and acquiring customers is not enough. First of all, you need to be able to keep them with you. A professional infrastructure with advanced hardware and good software will help in this, supporting various contact channels, collecting all the necessary data and supporting the consultant’s daily work. Its role in the process of acquiring and retaining clients cannot be overestimated. It is mainly up to the consultant whether the interlocutor uses the service or decides to extend or extend it. You can help him in these tasks, organizing training and sales workshops, but also providing modern IT solutions. It is extremely important that the software he uses supports the use of multiple communication channels, i.e. channelizing. Extending the offer of the call center industry, usually associated only with operating telephone lines, to websites, social media, e-mails and web-chats, allows telemarketers to enter a different level of contact with the interlocutor and become more than just a voice in the handset. The consultant can meet the client face to face via Skype or collaborate remotely with the client using a shared desktop. or omnichanneling. Extending the offer of the call center industry, usually associated only with operating telephone lines, to websites, social media, e-mails and web-chats, allows telemarketers to enter a different level of contact with the interlocutor and become more than just a voice in the handset. The consultant can meet the client face to face via Skype or collaborate remotely with the client using a shared desktop. or omnichanneling. Extending the offer of the call center industry, usually associated only with operating telephone lines, to websites, social media, e-mails and web-chats, allows telemarketers to enter a different level of contact with the interlocutor and become more than just a voice in the handset. The consultant can meet the client face to face via Skype or collaborate remotely with the client using a shared desktop.
“Omnichanneling provides us with the highest standard of customer service. Cooperation becomes more efficient and pleasant than before, and we feel that we are closer to our interlocutors. The solution allows us to follow rapidly changing trends and provides an advantage and distinguishes us from call centers that do not use it”
Stop an employee
However, equipment and modern solutions are not everything. The company is also, or actually primarily people. Not only the recipients of the services it provides, but mainly employees, whose skills it often depends on to be or not to be. They are ambitious, open-minded, outspoken and – what is important – they know what they want and are aware of the possibilities. Therefore, in times when this job is looking for people, especially well-qualified ones, it is becoming more and more difficult to keep employees in positions. It is worth noting that in our country it is the call center industry that has the biggest problem with this. The research of the Marketing Association draws attention to the turnover rate in the call center sector, ranging from 19% to 30% depending on the level of difficulty of the implemented projects and their type.
How are telemarketing companies supposed to deal with this challenge? Can they effectively encourage employees to stay with the company? Yes, there are several ways to do this. One is treating them with due respect, appreciating their skills and qualifications. An employee who knows what to expect, what conditions to meet in order to be promoted, what determines the amount of his salary, is a calm and more satisfied employee with the workplace.
Occasional rewards also work well in increasing employee satisfaction, as they allow employers to additionally appreciate the efforts of telemarketers and build a good working atmosphere. This is important because a well-coordinated, integrated team operating in a friendly environment is the driving force behind effective telemarketing activities.
When employing, call centers must constantly fight against stereotypes. The work of a consultant is often associated
with a non-developing occupation for a while. The reality is, or at least it should be, different. Cooperation with the consumer requires a lot of commitment and extensive knowledge in the field of psychology and negotiations. The necessary skills in these areas must be provided by the employer. Training, training – each call center should offer them to its employees. Thanks to this, consultants will get a chance for professional development and skills improvement. It is also worth investing in the development of employees because qualified staff raises the rank of the company on the market and translates into new orders.
Telemarketer – annoying … or maybe not?
Thanks to training and clearly defined development paths, there are still more and more qualified and willing telemarketers on the market. Even though they are trained to properly talk to clients, it is still believed that people do not like them. They may have reasons for this. It often happens that calls from telemarketers find us in the middle of work or when we return home, tired after a hard day. Talking to someone who wants to sell us something is the last thing we dream about. Therefore, the ringing phone mainly causes frustration. Such situations affect the consultant’s image and it could be assumed that they completely destroy it. However, it is not so.
The prize is waiting for the best
Gone are the days when garage call centers spoiled the reputation of the industry. Now what counts on the market is companies offering the highest standards of service combined with professionalism and modern communication. Those where the staff is trained to meet the needs of demanding customers. Those who withstand the pressure and are successful in improving the image of the industry can gain not only the respect of professionals and high earnings, but also prestigious business awards. One thing can be said about those who have managed to do so – these are companies of the 21st century.
Professionalism, highly qualified staff, modern technologies – a company that is trying to become one of the best in the call center industry cannot do without them. Thanks to them, it gains the respect of the competition and the trust of customers. It is worth remembering, especially now that more and more people are starting to understand the work of consultants. This may be the perfect time to invest in development or start a new business.