Monday, October 15, 2012

Training Telemarketers – How Much Investment Should You Put?

If you believe that experience is the best teacher, then you should know why you should invest in training whether it comes to telemarketers or any other professional engaged in a business process. No professional is made completely within the vacuum of academic institutions.

Telemarketing Groups Need More Than The Telephone

There is a reason why today's call center is now being called a contact center. More businesses are expanding beyond singular forms of communication with their markets. It then naturally follows that they will use the same multi-channel approach when it comes to communicating with each other.

Contrary to some people's fears, having different channels will not drive you crazy so long as you know how to manage and moderate. That however takes training. Thus, if you do not invest in training, no person, no matter how skilled, will stay long in their job.

Related Content: Telemarketing Tips – Employee Retention Rate Matters
  • Manage – Some might argue that management skills are already learned in school. That is under the misguided notion that a telemarketer can manage what needs to be done before the week begins. On the contrary, they must learn how to manage on the go. B2B telemarketers are called to exercise quick-responses regardless of what medium is being used by prospects and customers to communicate. Without properly managing the different tools being used in real-time, you will only end up with a flustered and harassed agent. In fact, some companies who train their agents still recommend that their clients not demand too many conflicting tasks. With proper management comes a good sense of realism. 
Related Content: How Telemarketing Is More Realistic Than Popular Opinion
  • Moderate – Using each method in moderation ties with good management. You cannot manage different marketing methods if you do not know which one to use and how often. The strength of using multiple channels comes from the capacity to be flexible. That flexibility is lost though unless you or a more experienced marketer will personally make sure that agents adjust to switching quickly when a prospect calls for it. For example, if they cannot get in touch via telephone, they must have a well-written email at the ready. And as an organization, they should be quick to adapt to what actually works versus having the extra but inefficient methods result in a large overhead. 
Both skills require actual training on the job because there is no established theory or textbook guide that will drive them in for you. Furthermore, you can read it in many marketing and business resources that actual field experience is necessary due to the fact that said field is always changing. Take for instance the sudden shift where traditional marketing is now challenged by customers who are more well-informed and more influenced by their peers. Some go as far as to say that the field is changing even more rapidly than before! If this is true, there might not be enough time for schooling and you will be limited exclusively to training your marketers on the job. Why wait until that time? Start putting more investment in training or at least outsource to lead generation companies and invest in theirs!

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