By Kathy Sisk
This is the final segment of “Why Telemarketing Programs Fail.” Our wrap-up looks at script branching, the agent learning curve, supportive communication, and appropriate follow-up.
Branching allows agents to take other avenues to meet the same objective, which is to close the sale, make an appointment, or generate a lead. Branching is always preplanned and allows agents to go off script and be creative. The outcome is the same, but the process is different.
Agents need to understand the process of branching, which is covered in basic training. Branching allows agents to use their skills and techniques to guide the call using a more personalized approach.
This challenging process, however, takes practice for agents to perfect. Being able to branch is what differentiates one agent from another as far as productivity; it’s why one agent may have an 80 percent conversion rate while another has only a 20 percent conversion rate.
Agent Learning Curve
Often either the client or the center doesn’t allow enough time for the learning curve to develop so the call success rate can improve. With every campaign, there must be ramp-up time for agents to gain confidence with the project. Too often the client or call center management expects immediate results. Then the client will prematurely terminate the campaign, or the project management team gives up before the agents can perfect their work.
Allow time for adjustments and script enhancements. It’s ideal to let agents tell you how they think you can improve the program. Often agent feedback is key.
Establish clear communication between agents, supervisors, and the client regarding successful or unsuccessful calls. Always take time to review the campaign results and consider necessary changes.
Interaction between management, agents, the project manager, and the client is essential, particularly when information is given regarding the progress of the campaign. Open communications between agents and managers is vital in reaching a more successful outcome.
To help ensure that your telemarketing campaigns succeed, consider these four pitfalls and work to avoid them. Also review the items in the first four parts of this series to produce better results faster.
Kathy Sisk Enterprises Inc. has forty years of experience providing call center setup, reengineering, assessments, training, script development, and project management services to centers globally.