Telecalling is easy. It is definitely as easy as standing on one leg on a thin rope.

Picking up the phone, dialing up a number and speaking to the person at the other end may seem like a rather easy task. Ask a telecaller and a majority of them will tell you that their job is anything but easy.

The role of a telecaller is certainly challenging. Telecalling may often feel like shooting in the dark, you never know when you’ll hit or miss. Nevertheless, there are certain telecaller skills that work wonders if practised diligently.

Before listing the skills, let’s take a moment to define the process for which they are needed.

 

Telecaller meaning

To put it simply, telecallers are people who market or sell a product, service, or respond to customer queries over the phone.

The particular strength of this method is that a person can communicate directly with the target audience, thus laying foundations for stronger relationships.

Now that we have gotten telecaller meaning out of the way, let’s talk about the valuable skills they need to succeed during each attempt!

Check out Telecalling Guide – Click here

 

9 Telecaller skills for successful telecalling

We have all received telemarketing calls, or at least most of us have. Aside from not wanting to take the call, how else do you feel when you answer it? 

While there are many potential answers to this question, let me begin with a specific one that we tend to focus on more often: communication. 

Communicational Clarity

You only have a minute of the listener’s attention, so make each word count. The main focus of this job is one’s communication skills and if you sound robotic, chances are you won’t even get 30 seconds of your prospect’s time. 

It is also crucial for you to understand that you are not the only one calling your prospect on a given day. There is no way to tell how many calls the person may have received before you called, what mood they may be in or anything else. What you need to be sure of is what you need to convey and how concisely.  

Telecaller Skills

 

Rapport Building

Calls are not merely about transactions. It’s important to make the other person feel that you care and are here to solve their problems and not just sell a product or answer a query and be done with it.

Building rapport is an essential skill that needs to be cultivated by telecallers to build stronger and healthier relationships with customers and establish firm foundations of trust and affinity.

Retention and Recall

A telemarketing rep must have amazing information retention skills because if they forget what a prospect or customer has told them previously, or if they forget about certain aspects of their business, it will reflect badly on them.

Fortunately, there are platforms today that make this process and many others easier by providing you with important information right at your fingertips. One doesn’t have to keep notes in a diary (only to forget) or go back to Excel sheets to see what the current status of a particular lead or customer is.  

Product Knowledge

When you call a lead or a customer or receive a call from them, you are representing your company. At that moment, you are the face of your company, and not knowing or having just half knowledge about your product or service, industry trends, or other facts will reflect badly not just on you but your entire company as well. 

Make sure you know everything there is to know about what you are selling or solving because without it neither will you be able to get on a call confidently nor will you be able to convert deals effectively. 

Active Listening

You need active listening skills to be a good and admired conversationalist. A successful telemarketer will not interrupt the person at the other end when they are talking and will listen intently to everything that they say.

Active listening skills are important because solutions are found in what prospects and customers say. Rather than blindly pitching to them, if you listen to them carefully, you’ll know exactly what their problems are and be relevant to them.

Objection Handling

Rather than seeing objections as obstacles, we should see them as opportunities. The fact that your prospect or customer has raised an objection shows that they have listened to you and are keen to know more about your solution. 

Telecaller Skills

When you deal with objections effectively, not only do you demonstrate your expertise, but you also increase the chances of closing a sale. As you address objections, pay careful attention to what the other person is asking or implying and promptly resolve their concerns. 

Organization

An organized approach is the key to completing tasks efficiently and meeting customer needs effectively. An overcrowded mental and physical environment will not lead to great results. 

To stay organized, prioritize tasks, make a schedule, fix times for certain activities, and follow them strictly but flexibly. Here you can implement the right CRM tools to streamline your workflow and obtain the results that you desire. 

Emotional Intelligence

There are definitely going to be some angry calls among the many calls you make or receive per day. The telecaller must be mindful of their temper in situations like these and not react the same way. 

 

Telecaller

 

Moreover, you must also keep your emotions in check. On a daily basis, we are affected by a variety of things. If you find a situation too overwhelming, talk it over with your friends or colleagues. Make sure, however, that when you get on a phone call you don’t let your emotional state affect your call.

Collaboration

From establishing a positive work environment to meeting deadlines together, collaboration is essential to success. The benefits of working collaboratively instead of individually include improved productivity as well as employee motivation.

While telecalling is primarily an individual effort, in a broader sense, teamwork is imperative to its success. There’s a lot that can be learned simply by observing, and teams can learn together by giving each other feedback and recognizing meritorious work.   

Related: Telecaller job and interview questions

Conclusion

When it comes to developing skills, there isn’t just one that will be enough to take you to greater heights of success. To achieve your goals, you’ll need to master a number of skills. 

Communication skills alone without the ability to listen or retain information will not result in conversions. Even if they do, their chances of churn are higher because a lot of information will either go unheard or be forgotten.

Furthermore, having strong telecaller skills is just one aspect of being a successful rep. What also plays a critical role in your success is having the right tools to stay relevant and efficient in this ever-changing world.

If you are looking for a tool that takes care of all your telecalling needs and helps you advance further with effective sales engagement, you can check out NeoDove. With automation of the call process to top-quality support from the Customer Success team, there’s a lot that NeoDove can do for you. 

FAQs

1. What does a telecaller do?

Telecallers make calls to leads and customers, either to gather information or to market or sell the business’ products or services.

2. Which qualities are important for a telecalling role?

Telecalling requires patience, persuasiveness, and persistence. It is also important to have excellent communication skills, typing skills, and the ability to perform well in an office setting. It is all about building repeat business through good customer relations.

3. How to improve telecalling skills?

Telephone courtesy begins as soon as you answer the phone or vice versa, and the chances of building rapport with the customer are minimal. When you speak on the phone, make sure to always be pleasant. Stay calm and speak clearly. Also, refer to clients by their names.