Telesales is an effective way to sell products and services, increase your sales, engage with your customers, and connect with new ones globally. Therefore, increasing the productivity and efficiency of your telesales agents is a crucial factor in order to drive your business.
We have compiled 21 ways to increase the productivity level of your agents:
1. Leverage technology
Today, there is an extensive variety of tech tools that helps in increasing the productivity level of the telesales agent for telecalling solutions. These tools often cover a broader scope of solutions including, solutions to gather all relevant data about prospects, data management, call recording and call monitoring, automated scheduling for initiating contact with prospects and maintaining follow-ups, integrating with various platforms for leads management, and much more.
2. Give them a good training
A well-trained team will always give you a favourable outcome. So organize timely training and development sessions to ensure that your telesales agents are well prepared before they work on campaigns. You can train them to learn more about your products and services, or how to master their telesales skills, or even technology education on how to deploy new technology to enhance their efficiency.
3. Create a compelling script
A script presents a set of questions, terms, and phrases to guide the agent during a call. And sales script writing often affects the conversational flow of agents with prospects or customers, so it is important to be cautious, well informed, and well prepared with a script before making any contact.
4. Create a phone call blueprint
Unlike a script that includes detailed context about the potential conversational flow between the agent and the customer, a blueprint provides a call structure with simple and clear checklists format throughout the conversation. And for that, agents must have clear call objectives, they must understand the product they are selling, and they must be aware of why the customer would need this product or service. This blueprint checkpoints approach might include points like:
- An introduction to stimulate interest
- Effective questioning,usage of open ended questions to ensure that the conversation goes in the intended direction
- Presenting a solution
- Handling the anticipated objections and feedback
- Close the sale
5. Set clear goals before working on a plan
It is important to set a clear goal before working on any campaign or else agents will end up working on an unproductive and time-consuming task. So communicate clearly and make sure that everybody fully understands what the expectations and objectives are. Ideally, managers and agents can discuss a 30 days sales pre-plan, agree on the best approach to reach the goals set, and counter other potential challenges that might come along. This can be done by setting the expected number of daily calls, meetings scheduled, emails sent, leads closed, and reports generated.
Motivation brings the best out of anyone, and it is always required in any kind of work. So work on motivating your agents for better performance and quality results.
7. Encourage your agents to use pull communication strategy with customers
The push strategy might be quicker in moving a prospect from awareness to the purchase phase, but the pull strategy is more effective in creating an on-going, long-lasting, and lucrative relationship with customers and improves word of mouth .A pull style conversation allows agents to lead the conversation and ask relevant questions so that he/she doesn’t waste time gathering unnecessary information.
8. Let the team work from home
A hike in telesales agents’ productivity can be noticed when they are working from home rather than in an office. Allowing remote working from a stress-free environment has proven to increase an agent’s productivity, improve their morale, future-proof the business, and reduce operational costs.
9. Empower agents to make their own decision
Empowering agents and allowing them to make decisions based on customer needs, make them more productive. Of course, the process will be difficult at first, and they will make mistakes, but eventually, they will learn from their mistakes. They will acquire stronger decision-making skills, improve at making better business-related decisions, and in finding solutions to retain and satisfy customers.
10. Allow them to share their opinion and their advice
Involving agents in making decisions related to improving their productivity and performance can be highly beneficial, as they are more involved than anybody else, operating in the job on a daily basis. And they know what the problems are, which systems are poor and needs updating, which policy is more effective, and where the processes are lacking a coherent sequence. So set a meeting from time to time and ask them to share their opinion and advice on the matter accordingly.
11. Incentivize everything that can be measured
Telesales agents tend to be more motivated to do their work when there is something on the line, so a healthy competition for incentives can boost their productivity and make them perform better. So you can create an incentive scheme to consistently recognize the work of high performers, and that will improve their productivity and morale.
12. Measure the right performance indicators
Give your agent measurable and motivational targets to boost their productivity. The right metric-based targets are the ones that can be reviewed, analysed, and acted upon. And remember, it is important to measure what is relevant to the business need. The right performance indicators can be changeable over time.
13. Increase the level of team engagement
In a telesales business it is important to create a positive workforce environment where agents understand their vital role in the success of the business. You can apply a positive workforce strategy for staff engagement, through optimizing an amount of time to invest in your employees. This will improve employee schedule adherence, conformity, engagement, and customer satisfaction.
14. Encourage agents to share their schedule preference
An engaged, stress-free, and satisfied employee who can proactively manage his/her work/life balance will happen to be more productive. So allow your employees to create their preferred work schedule. This will increase both employee and customer satisfaction, increase employee morale and retention, and improve the overall key operational metrics. One easy way to implement this is through a workforce management system.
15. Provide the best to the best
Deploy the strength of each team leader and position them in accordance to their skills. This is a punctilious way to boost performance. Putting the best team leaders with the best performers tends to be more productive, as you are building on strengths instead of weaknesses.
16. Reduce the administrative burden
Most of the time agents are swamped with a lot of administrative tasks such as prospecting, leads analysis, data entry, taking notes, etc., which consumes around 10-40% of their time, while they should be focusing on spending more time, engaging with prospects to convert them into customers. To avoid this problem, you can use a tech solution that will help in liberating sales agents from these tasks and give them more time to focus on selling and engaging with customers.
17. Focus on providing solutions
It is crucial for telesales agents to precisely understand why they are calling customers: from the prospect’s perspective, it is to resolve their problems and to provide them with beneficial solutions. So focus on providing value, show them that you understand their challenges, and offer them something useful.
18. Learn to navigate through the rapid peaks in call volumes
You have to educate your agents on how to handle customers in rapid peaks of call volumes. These situations can be demoralizing for agents if they are flooded with cases of customer complaints, furthermore, it could damage a brand reputation. So by having the proper means to remain serene and be proactive, agents can easily handle the customer and initiate the resolution process to serve the client.
19. Communicate internally
Always make sure that each individual on the team is well-informed and looped in the communication process. They must have the latest updates on the targets, deadlines, new deals and so on. This will keep everyone focused on the same goal and final result. Running regular debriefs and sharing information can help employees learn more and improve.
20. Provide real-time feedback
Providing real-time feedback is one of the most efficient ways to make your agent productive and get him engaged. Having tech solutions for call recording, call monitoring, and speech analytics helps to serve this strategy.
This feedback also helps to guide agents through the kind of language they should be using while engaging with customers. And it enables agents to resolve customer queries efficiently and increase the First Contact Resolution (FCR) rate.
NeoDove provides the telecaller agents with complete insight into the customer journey, as the platform records relevant data/information about prospects throughout the sales process. And agents can access this data in real-time when in contact with the prospect, which adds more value to the conversation.
21. Have the agents do their research
Well informed telesales agents are always more successful than others. They thoroughly research everything they need to know about their prospects. And they well prepare themselves for any possible question or concern that might arise from the prospect. They know exactly when their company initially contacted the prospect, what they discussed, what he was considering to buy, and even what his concerns were.
What are your ways to boost the productivity of your team? Share with us!