First, let’s look at Customer Care. Consumers are experts at saying no. Make sure they never have to say yes. Thank you for calling (or writing). You have reached (your name contingency step), and you must ask for an answer to your call. If your call goes through then, it’s on to the next step. Telemarketing and Customer Care goals are, let’s get a handle on what I call your language. G morphine OPTION: LIMIT that helps call DON’T to iterate a new product through another one. Please keep in mind Consumers know they have a budget. Celebrate that you have a nice treat for your prospect today. Don’t go over this line. It’s quantity, not quality. Limit the lines you make not to make them feel like they are being sold.’ Lastly, remember, if you have a friendly Marketing Team, 86uls light up a call center. Corporate America has said no to that!
Sounds reasonable, but we are talking numbers with definitions. Let’s focus on call steps, that’s, Marketing and Customer Care goals. The first goal, you want to get information directly from your prospect. Asking them simple questions like where they are, what they like, what works for them to improve performance, who is on their team. Now you want to get a few things done with this. Not only that, if your call is tracking your results, you don’t want to have to go back and review the entire NO list. Imagine going to the post office and getting a box of your friend’s mail and having to return the box. Ray Kroc used Marketers to work the California Stores out of the country before the stores came to America. They did just that. When I ask your prospect to place their order, you don’t want to have to do it when they call you, save your information and send a generic place where your prospect can be contacted. This leads me finally to the last goal to consider. If you don’t want to send a generic place, please give me your fax number. Let’s move onto generating a future potential customer. Let’s say that Mr. Prospect Wants to become a Patient to your excellent practice. Congratulations! We can get ahead to step number two.
Bonus problem: How can you put together all the information we used to get your prospect to your phone through steps one and two into a shortcode? Are we talking about a 15-20 character number of the opportunity? Now we’ll move to steps three and four.
BONUS PROBLEM: What about the issue with the script. There is nothing wrong with the hand, and it certainly worked for me. Asking for information and giving a direction on what they want are goals. I started using an appraisal or a tour (we both know what an appraisal is) to identify if our services were a fit. I offered an immediate discount to the patient when they deployed with us or after it was all said and done. I found a proper staffing amount for each service.
I thought about this even though I didn’t see it. I wasn’t so sure that it helped me sell. However, I started learning my professional image and being prepared for when the prospect wanted the information. When I got a call from the doctor, I spoke of the problem before he talked and showed us a treatment plan. I have again seen a quote that fit the needs of the doctor at the time. In this process, I get the service phone number, I get permission to contact the doctor, and I know how to put together the script. I then received a voice message through lunch, so I decided… I don’t have much to say. I will go myself. So on my lunch break, I hung up my phone and made sure I had it with me that I needed to contact the doctor. I DID a test run, so I knew everything went smoothly. I left a message for my manager, asking her if I would know where the consultant would be and what he would say to him. You see, that aspect is an important part of the process. So I figured the phone was on!
I then went home, and it took two of my buyers a few minutes to ask if they had received a message from the consultant? After a week of hearing the dial-ins and not hearing anything, I called back the appointment and asked them who the doctor is. Guess what? No one. Then one week one of the buyers called asking for me, with his problem. Time to get a waiver to prevent my commitment to a client, and I’m still in crisis mode. Here is what I do. I include their name in the form and sent a personalized letter. If the clients are calling on the site, I merely put them through.
If you are considering starting your own outbound telemarketing company, I would like to think that my article gives you the background you need to do just that and provides a working example of what you can expect to encounter to help you understand the concept of Telemarketing. First off, a telemarketing call center should be the partner that your current consumer service units use to take care of their customers. One mistake that I see too often is that the telemarketing call centers evaluating service times solely do once. Once the contract is signed and the campaign begun does not hold the customer’s complete attention. Unless the new contract is with somebody who cares, I see most of these telemarketing projects as disappointing. Your front desk managers have done their research, even if they aren’t that great, but they have not given their full attention to this project or at least not more than their portion of the campaign. It’s no big deal. It’s exactly the same thing with another issue in dealing with your current customer service department. I don’t expect you to waste their time talking to them if they already know their department’s capabilities. There have been many past campaigns going back to the round table that has gone up millions of dollars, and nothing has changed in the back equity, and then little to no effort put into the next campaign.
So, before you start in your telemarketing campaign with your current consumer service department, I would offer you the following: “Here is the problems I see on your end. Is there even such a thing as fixing your problem?” When you bring in your own company to change the way you sell your products and services to future customers, they need to help you make a clear, overriding vision of the goals that you expect them to accomplish. With a moderate amount of time and work, you will meet that goal of making your company a household name, contacting your accounts with the energy to make them customer-focused
Here are a series of questions to help you get a clear understanding of your goal:
What are the goals of my current telemarketing campaign at this point? What additions do you require to know what you can expect to do in the future? Are the goals tied to monthly sales, quarterly or annual numbers? What will your goals be tomorrow, the next day, the next hour? Who are the current accounts of your existing telemarketing company? What exactly are their product and service needs? What exactly are their problems; what do you have that can solve them? Have you worked with one customer of mine? If not, is there a customer that you’re working on right now? If so, what have you done to keep them as a customer? What did you do to go above and beyond the call of duty? What benefits did you communicate to them? Do you have a plan to approach customers that are a cut above the others, that you feel can make a positive effect in terms of sales or in costing you a lot and on the top of it will be able to teach their customers what they need to know? What will I (my manager) need to start right away and carry this campaign out? Do you have a plan in place to educate me on your business strategy? Do I give a hoot about your company’s products, services, or branding? I’m in sales, and I really want to talk to their product manager, not their headman. What kind of messaging system is in place from day one? Why is it not handed to me (next to some brief prior notes) so that my company can start addressing issues as they occur? Are that analysis and the subsequent updates timely and timely? His policy is usually to review new customer issues by Monday of each week. That’s fine, but his staff misses a couple of strong signs one week before. A potential customer is calling for support in your company, and he needs your email along with his phone number. If you monitor everything at least once per day, and that’s the smallest variation of your given policy or company–that would be 12 hits per week-and. There is another one of those issues at least once per week. So, that’s ten a week. That doesn’t look like progress. How many calls will you need to make to complete the first small step? If you need to make a couple hundred to get where you’re at, why start at 2? It’s not worth it to you or your company. Now, if I could show you a way to put this together and take one of those calls and convert it to a client relationship, would you have one less obstacle with this project? Suddenly, your company gets a constant stream of potential new clients in their pipeline at very minimal cost to you.