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
[HIDE]

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

Article : Call Scripts - Read or Memorize?

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

A major debate in most Call Centers is whether team members should read their scripts out while on a call, or memorize them as quickly as possible, so they can sound as natural as possible.

The problem with either approach is that a lot of scripts are just simply garbage!

They are usually written by one of the managers who hasn’t been on the phone taking or making calls for ages or written by ‘committee’ in such a way that it doesn’t allow team members to use their personality to develop rapport with prospects to earn their trust.

And, without earning a prospect’s trust you have little chance of making a sale.

Frankly, it doesn’t really matter whether they read or memorize their scripts, neither of these approaches is the formula for success.

Over the past 35 years I’ve been managing Marketing Departments and Call Centers, consulting with businesses around the world mentoring and coaching their Call Center Managers and Team Leaders, and especially having owned a Call Center myself…one of the most important things I’ve learned is that the best telesales performers follow a winning sales process that works for them rather than spending too much time memorizing a script, much less reading one while on a call.

Of course, when they first started out telesales agents didn’t know what was going on or how things worked, so they started out reading their script and over time made a few changes, and after time the words were implanted in their brains.

But they soon came to the realization that it's a consistent sales process, not fancy words and phrases that make the sale happen. Let’s face it, there are no magic words that cause people to instantly pull out their credit cards and beg you to let them buy.

And, here's the big problem with either reading or memorizing scripts - what happens when the prospect does something unexpected? What do you do then?

Top performers find a consistent sales process helps them far more when this happen than the precise words in a script. Getting to the next step in making a sale is more important, right?

When you listen to calls made by your top sales performers you quickly notice they’re aren’t necessarily following the script, but rather following a sales process that works for them.

Regardless of whether their taking inbound calls or placing outbound calls the formula they use involves an Introduction, transition to discovery, discovery, drilling down on their discovery, then the sales presentation before asking for the sale.

Now don’t get me wrong, I’m not saying that you shouldn’t have something for your team members to follow, especially new hires, but rather than having them read or memorize a script develop a Call Guide that follows a proven sales structure that best works for your operation that they can learn to follow.

Continuously coach them on your process. Give them time to learn it, so they’ll always know where they are in the sales process and can be their own genuine self.

You do this and they’ll discover the sales approach that works best for them, and the sales will quickly follow!


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help level up Team Leaders fast.
Company RSS Feed   Company Facebook   Company YouTube   Company Profile Page

Today's Tip of the Day - Social Activities Help Motivate

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

Published: Monday, September 27, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Translation Services

 
1.) 
101 translations

Since 2002 101translations has been providing fast, reliable and cost-effective language translation services for a wide range of industries, including major players in the contact centre market. Our professionals have experience with the translation of materials such as training videos and interactive courses, conversation transcripts, legal documentation, websites, and much more.

We work into every language in the world, from Abkhazian to Zulu.

2.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

3.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 801 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =