Fresh Telemarketers

In the telemarketing industry it is critical that you know how to use your voice and choose your words to project a positive image while placing or taking a call. Factors that impact image over the telephone are:

☛ Vocal quality

☛ Vocal tone

☛ Rate of speech

☛ Pitch of the tone

☛ Attitude

☛ Body language

☛ Use of appropriate words

You don’t just need a capable employee. You want a professional with a bit of confidence because that’s what it takes to capitalize on the over-the-phone connection.

Following are the common telemarketing fraud :

☛ 1. Charity purpose.

☛ 2. Asking for advance payment or fee.

☛ 3. Fraud by over capturing increased payments.

☛ 4. Bank related frauds.

☛ 5. Lottery

☛ 6. False representation of office supplies.

☛ 7. False verification calls.

The previous work environment can give you great insight into how the telemarketer will manage resources, what kind of pace they can perform at and how they function best. Plus, you may be able to persuade a professional with an improved work setting.

Share a story that shows how you were able to solve the problem and improve the customer experience. In addition, tell interviewers how you used that experience as a teachable moment for the entire team.

We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.

This very ambitious question is designed to test the candidate. If you have a history in sales you may well have some good ideas, so share these and say that you will be able to see how your experience and knowledge can be used to enhance processes when you start in the role. If you have no experience, say that your enthusiasm and desire to learn from a great team will help the team to become more effective.

Sales is partly a skill and partly an art. You should answer that you should know the product well enough to be able to answer most questions about it. You should also be a good listener and be able to read a person’s mood and intention. You also need to be patient and not allow rejection to get you down.

If you are currently working, let the interviewer know and inform him that you will be resigning from there which may need you to serve the notice period.

☛ If you promise to inform them the next day, do so. Do not delay.

☛ Do not commit to join the next working day just to leave an impression when you have some chores left to be attended which will delay the process.

☛ Be honest and straight as most of the firms are familiar with the procedure of resignation and will grant the time to join them when you have been relieved from your duty from your last working place.

Cold calling is the process in which customers are called for business interaction who have not been expecting so.

There are a few disclosures which are must before a person engages in telemarketing. Listed below are a list of things that need to be disclosed.

☛ 1. Disclosure of identity on behalf of which the call is made at the starting of the call in a polite and fair manner.

☛ 2. There should be a proper description of the product or business being put forward.

☛ 3. The price and terms and conditions related to the product should be made very clear.

☛ 4. Any other information related to the product prescribed should be conveyed.

Unwanted marketing is a crime by the law but one can opt out of it by filing a petition or a request in court. Only some firms are exempted from this law. To avoid unwanted marketing one can file a request in the court to be in the list of numbers which are not to be called by telemarketing firms. I personally think that one should not barge into somebody’s private space causing any form of inconvenience to the end user. Telemarketing should be handled more responsibly to avoid such situations and maintain standards of marketing and not degrade them.

B2B stands for business to business which describes commercial transactions between businesses such as between a web development firm and a reseller. Such transactions are big in volume and thus b2b is flourishing today the most.

When making a call to a customer the call should be directed in the following way:

☛ 1. Greet customer politely.

☛ 2. Introduce yourself to the customer.

☛ 3. Make clear the objective of the call

► Who are you calling?

► What are you calling for?

☛ 4. Give complete information of the product or business you are promoting.

☛ 5. Make the customer understand how the objective of the call can be beneficial for him/her.

☛ 6. Close the call with a warm end note.

The following techniques help you build the trust of the customer on the other end of the telephone.

☛ Speak confidently

☛ Take control of the situation

☛ Show genuine interest

☛ Go above and beyond the call of duty

Many times the customer on the end line objects to be put on hold as he fears to be kept long on hold, in such situations following tips can be helpful :

☛ 1. Request the customer that it is important that he is put on hold. Make sure this is conveyed in a very polite way.

☛ 2. Clear out the objective due to which the line needs to be put on hold.

☛ 3. If the customer is very persistent on being on line as a co employee to retrieve the information that requires you to put the line on hold. During this be on line and keep the customer attended.

☛ 4. You can also ask the customer to disconnect the line for now and that you will give him a call back.

B2C stands for business to consumer and describes transaction between business and consumer. It can be best explained by defining retail in which tangible goods are sold from stores or fixed location directly to the consumer.

When I have an employee that is struggling, I will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I have a better idea of what’s causing the performance issue, I will give the employee a detailed plan for them to get back on track. We will then work on the plan together to ensure that they have a better understanding of the performance expectations and execution.

If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.