Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Ebru Demir
Operations Director
376
Rippeon Fong
Programs Specialist
1479
Dave D'Arcy
Senior Director International Care and Tech Support
567
Наталия Золкина
Project manager, EVAngelist
623
Sonelle Buys
Manager: Quality
164
Joe
Large Account Manager Southeast
1

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.

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.
Company RSS Feed   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Engage Your Agents!

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

Published: Monday, April 29, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =