3 Simple Steps To Ensure Your Telemarketing Skills Are A Cut Above

A telemarketer’s job is never easy. This is a sentiment we’ve shared on the SIClytics Blog on many an occasion. Working the phones is a responsibility only the most determined and patient individuals can adequately manage. Especially for cold callers, overcoming objections is a major part of the job. Still having the confidence to get a “yes” when most of your callers respond with “no” is quite the skill.

However, it can also present quite the annoyance. It’s understandable for phone agents to get frustrated when they are constantly being turned down. Being a telemarketer who is expected to hit sales numbers requires a lot of faith in one’s self. It also requires some excellent customer service skills. After all, it’s important to not sound angry or frustrated on the calls that follow objections that couldn’t be overcome.

So what simple steps can you take to ensure that your telemarketing skills are a cut above? Here are three:

1. Smile before you dial.

An excellent telemarketing practice is to keep a mirror in front of you while you’re speaking to your clients and leads. What do you look like when you’re on the phone? Although you can’t be seen by the parties you’re talking to, they can still “hear” you smile. Smiling makes a big difference in your tone and inflections. You can’t help but sound more pleasant when you’re smiling. It will go a long way in helping you to build rapport.

“It almost seems like a cliché, but it really is true that your voice sounds different when you are smiling, and your customers can hear it,” says Baker Communications Founder and CEO, James A. Baker, “The physical act of smiling releases endorphins that improve your mood, so you will be able to approach your job with a better attitude, and respond more positively and sympathetically. Both you and your customers will benefit!”

2. Be a name dropper.

Friends who know public figures and won’t stop talking about them are annoying. This isn’t the kind of name dropping we’re referring to! Be sure to refer to your clients by name when you’re speaking with them on the phone. They’ll appreciate it. It will give your conversations much friendlier tones.

“As soon as you receive a customer’s name, use it,” advises Laura McConney on SkillsYouNeed.com, “Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.”

3. Go easy on the ears.

Some telemarketers get a little too caught up in the knowledge they have of the products and services they sell that they can’t adequately describe them. How so? Too much industry jargon serves to confuse the average listener. You may be an expert in your field, but your leads are not. Take the time to explain the benefits of your offers in a way that are easily understandable. Baker refers to this concept as using the “5 C’s” of good communication.

“It should be clear, complete, concise, concrete, and correct,” he explains, “Make sure that the customer understands your explanation or solution by stating it clearly, describing it briefly but completely, in terms that are specific – and, importantly, that you have all of your facts straight. Providing bad information, or information that the customer doesn’t understand, is both unhelpful and unlikely to leave a good impression.”

For information about SIClytics’ Telemarketing Reporting services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Feedback Needs To Go Both Ways In Call Centre Environments

We’ve posted many a blog about the importance of providing feedback in call centre environments. At SIClytics, we know that call centre managers have tough jobs. It’s up to them to keep their teams of phone agents motivated each and every day. And, as part of their jobs, they must provide the type of feedback that is able to both be critical of past performances and encouraging in order to produce better results.

Phone agents, however, deserve the right to provide as much feedback as they receive. After all, they’re the workers who are on the “front lines”, speaking directly to customers on a daily basis. If anyone knows how customers feel about the businesses they have relationships with, it’s the phone agents that have conversations with them. A smart call centre manager is always willing to hear what his/her agents have to say about the ways in which business practices can be improved.

It’s important to have an open door policy.

On Inc.com, Ilya Pozin explains that making call centre employees feel comfortable speaking with their superiors fosters more productive workspaces. She quotes Justin Beegel of Infographic World, Inc., who describes the open door policy he has at his business. As part of the policy, the company insists on a showcasing a mutual respect between all co-workers.

“It’s amazing how a simple ‘please’ and ‘thank you’ fares with employees,” says Beegel, “We simply speak to staff the way we would want to be spoken to. We also have an open-door policy when it comes to suggestions and ideas. When employees feel that their voice matters, they in turn feel confident about their positions in the company and that they have more at stake than just a paycheck.”

Senior management needs to be involved in the feedback process.

If you’re truly going to implement an open door policy at your place of business, employees from every level need to be involved. That includes senior management. It should go without saying that positive reinforcements from the “big wigs” can be quite motivational for your staff. CallCentreHelper.com believes that senior managers should get in on the act of passing along positive feedback.

“You don’t need to spend a lot of money to make your staff feel motivated and valued,” notes the site, “Quite often a telephone call from a senior manager congratulating a team member on a ‘good week’ is equally as effective as an offer of a training course or gift voucher.”

Utilize the right tools to provide the best feedback possible.

At SIClytics, we offer call centre managers the unique experience of being able to listen to the calls of their phone agents live and offer feedback while doing it! Our Live Call Monitoring service enables you to whisper information to phone agents without the other parties on the line hearing it. The service has been proven to both significantly boost productivity and improve customer satisfaction!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Ways To Strengthen The Call Centre Manager/Phone Agent Relationship

Call centre work can be gruelling. It isn’t the first time we’ve mentioned it and it certainly won’t be the last. At SIClytics, we have great respect for both phone agents and the managers who oversee their teams, knowing that they work within noise-filled, high-energy, often-hectic environments. Of course, the better that call centre managers are able to work with their phone agents, the more productive the business can be overall.

Are you a call centre manager looking to better your business? Here are three ways to strengthen the call centre manager/phone agent relationship:

1. Begin each day with a light-hearted morning meeting.

This is a simple, yet effective technique that will start each day off right. Naturally, it’s important to highlight the various priorities of your team each day. However, your morning meetings should be made up of as much friendly chatter as it is business-associated discussions. This will help to firstly, lighten the mood and boost the spirits of a potentially otherwise tuned-out audience.

But, secondly, it will encourage your team members to engage in conversations with you, making it easier to have open dialogue about various facets of the job. The more accessible you are to your staff members, the better the relationships will be. And strong relationships in the office enable you to offer feedback that will help to produce better results.

2. Schedule regular one-on-one feedback sessions.

Speaking of feedback, it’s absolutely mandatory within a call centre environment. A big part of a call centre manager’s job is to offer assistance that will help phone agents perform their jobs better. Some managers shy away from this, fearing that constructive criticism will dissuade their employees from trying harder. They fear that pointing out areas of concern will discourage their workers.

Not only is the opposite true (the vast majority of employees want to know how they’re doing), but the regular back and forth will help to grow senses of trust and respect within the call centre manager/phone agent relationship. Don’t forget that one-on-one feedback sessions are also excellent opportunities to get to know your employees better. They will help you to better understand how to communicate in ways that will serve to motivate them to perform at their best.

3. Equip your office with top-of-the-line equipment.

When your employees complain about their working conditions, it’s a reflection on you. To avoid this negative impression, be sure that your office is equipped with comfortable ergonomic chairs, well-functioning computers and cloud-hosted technology that make their jobs easier. We’re referring to such web-based telemarketing software as Lead DaFeeder which allows even the most inexperienced computer users to manage campaign dialing and dispositions.

We’re talking about a system that allows for one-touch dialing, doing away with the archaic practice of manually dialing phone numbers listed on pieces of paper. We’re speaking about an online filing system that enables your staff members to create and save valuable notes on each of their leads. We’re discussing a service that has been proven to enhance effectiveness, drive sales, improve customer satisfaction and provide insight into performance!

For more information about Lead DaFeeder, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Be sure to ask us about our Live Call Monitoring services too!

The Importance Of Listening To Your Telemarketers’ Calls Live


To a call centre manager, listening to the calls of his/her telemarketing staff is a regular part of the job. However, in the past, playing back call recordings was the standard way to monitor performance. Shortly after the calls were completed, call centre managers would listen back to pick out any instances when some assistance would have been helpful. The benefits to listening to call recordings included the ability to pause and rewind parts of the calls to ensure what was being heard.

The drawbacks, however, were many. Not the least of which was the fact that problems that may have occurred during the phone calls weren’t resolved during the first points of contact. Had the calls been listened to live, the call centre manager may have had the opportunity to step in right away, offer the required additional assistance and leave the customer with a much better taste in his/her mouth about his/her interaction with the company.

What are the major benefits of listening to calls live?

Well, let’s begin with the obvious. Immediate help is the best kind of help you can get. Customers appreciate when their questions are answered, their concerns are addressed and their problems are resolved – right away! Having to wait for a call back or even having to be placed on hold can be enough of an annoyance to send a customer to the competition. To vastly improve customer satisfaction, live call monitoring is practically mandatory.

Let’s not forget that with the immediate feedback you’re able to provide your phone agents, you’re bound to improve their performance. Arguably, there’s no better way to be better at your job than to learn on the job. By receiving help right away, your agent will be better equipped to handle similar situations in future – unassisted. Not to mention, phone agents tend to be on their toes when they know their managers are listening to their calls live.

Live call monitoring increases your phone agents’ credibility.

Better agent performance is just one of the many reasons that live call monitoring is so important. Improved efficiency, cost savings and increased credibility are other benefits to listening to your telemarketers’ calls live. On LinkedIn.com, U.K.-based entrepreneur, Chris Walthew explains that live call monitoring helps you to hear the credibility of your telemarketers on the phone.

“Regardless of your product/services, you want to ensure that the telemarketer representing your company is credible,” he writes, “Do they have enough knowledge of your company? Are they maintaining the level of professionalism that you expect from anyone representing your company? Through live listening, you can double check that the telemarketer is representing your company well.”

At SIClytics, we provide Live Call Monitoring services that enable you to instantly listen in to the live calls of your phone agents to hear what’s happening in real time. You can also use the feature to whisper information to your phone agents without the other parties hearing it. As well, the service allows you to barge into live calls in the event that they need to be taken over!

For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.