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Article : 5 Parts of Active Listening in Outbound Telemarketing

#contactcenterworld

I'm sure we can share at least one experience (or dozens!) where we've felt like the person on the other end of the phone just wasn't listening to what we were saying. For me personally, I find it to be one of the most annoying and frustrating experiences when receiving an outbound telemarketing call. It's not just that the person on the other end isn't listening, the fact is, I automatically go into a spiral of assumptions¦to name a few: "this person doesn't understand what I'm saying" or "this person should take a nap they sound tired".

I'm the girl who not just answers telemarketing calls but welcomes them. With the majority of my career being in sales and engaging with outbound telemarketing companies, I'm curious to know what people are saying, how they are saying it and if things from my perspective have changed. Sadly, I think they have changed. The noticeable difference to me is that people just aren't listening. They hear what I am saying but they aren't truly and intently LISTENING to what I am saying.

I believe active listening is an art. Art takes practice and repetition; it's rare someone is going to get it right the first time. The most famous and skilled artists didn't nail it the first, second or even third time. This is what I'm suggesting when it comes to active listening in outbound telemarketing. It won't be perfected with the agents the first, second or third time, it's going to take repetition, revision and more practice.

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When it comes to applying active listening in outbound telemarketing, I believe there are five fundamentals:

1. Be present

2. Ask questions

3. Evaluate

4. Understand

5. Relate

Active listening in outbound telemarketing requires you to be present

This can be hard to do, trust me I know. When you're on your 27th outbound call of the day, you're worried about what you're going to have for dinner or if the next phone call you place will be answered, and if it's answered, how will they react to your call? I get it. The ability to focus on each individual customer requires you to be present every second and not trying to multi-task. We simply cannot do two things well at once. Your concentration must be on the conversation; not texting or chatting with your neighbor.

In an outbound telemarketing environment, it is perfectly acceptable to take notes and jot down key points/words that you can address with the customer when the conversation pauses or at the appropriate time. This helps to not miss any relevant information being shared as well as reassures the customer you are listening to them.

Active listening in outbound telemarketing requires you to ask questions

As an active listener, it's critical to understand what's being said. An easy way to do that is by asking questions. Asking questions requires active listening. You are gaining information and perspective while listening and asking questions. Wait for the speaker to pause to ask clarifying questions. As an example, it's great to paraphrase back certain points to ensure understanding on your end or to clarify any relevant information that may be missed in discussion. Especially in outbound telemarketing, this helps the customer feel important and that they are being heard and understood since they cannot see your facial expressions or cues. Don't be shy! Your customers will appreciate you taking the time to clarify.

Active listening in outbound telemarketing requires you to evaluate, understand and relate

Experienced outbound telemarketing agents understand that the goal of the call is to actively listen from the time the conversation begins in order to gain an understanding of what the prospect and or customer is saying/experiencing. Customers need that relatable human touch and being able to have a real, authentic conversation is what keeps them engaged. Our personal filters, assumptions, judgments, and beliefs can distort what we hear. Be sure to listen without judgement or mentally criticizing what you're being told.

Genuine listening is truly rare these days. I advocate that we apply active listening skills from what we learn in outbound telemarketing into our personal lives. Not only does it help build relationships, it helps ensure understanding of others, assists in solving problems and helps in conflict resolution.

Let's all agree to take the time to really hear what's being said by intently listening, asking relevant questions and understanding and relating to whom we are speaking with. It truly benefits everyone.

#contactcenterworld


About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, April 29, 2019

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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