I am often asked to do assessments of telephone sales teams and contact centre telemarketing teams to see where they can improve. The same mistakes often occur everywhere I go so it is easy for me to see why the staff are not making sales.
Last week, I visited one of the worst performing call centres I have ever seen. The telemarketers had received some product training but no sales training. They were getting one appointment per day per telemarketer and making 300 calls each. I believe they should be getting one appointment per hour. I have listed the things they did wrong so you can check you do not do any of these things yourself.Read more