When we are part of a company or project, sometimes we become mechanical with some tasks and even stop renewing the knowledge acquired at the beginning of the process.
Therefore, it is important, with certain periodicity, to investigate what is new in a process, activity or strategy. As well as refresh concepts and theories that we use daily in the development of tasks.
Telemarketing is one of those concepts linked to the Call Center and it doesn't hurt to review its advantages, types and keys, and perhaps find some new ones in reading that enrich the knowledge you already had.
#Telemarketing
We start from the fact that telemarketing is a form of direct marketing where the telephone is the main tool to establish a company-customer relationship.
This relationship can have several objectives, including: sale, updating data, responding to PQRS or making an appointment.
However, clarity must be made to a confusion that may become recurrent, telemarketing and telephone sales They are two different topics, because on the one hand telemarketing has the objective of meeting the goals of a campaign, and telephone sales is just that: selling.
Currently, telemarketing or telemarketing has gained greater strength due to the increase in demand due to Covid-19, which has caused many companies to implement this system in their processes to maintain and retain their customers.
Of course, without ignoring the economic sectors that otherwise must implement a Call Center in their customer service process, such as internet and cable television service companies, financial, health (EPS – IPS) among others.
And there are many advantages for a company to have clarity in the campaign implemented through telemarketing.
The first thing is that the interaction is personalized, so the customer will feel how important it is to the company. Likewise, it is an immediate connection so negative or positive information can be handled in the moment.
It is an easily accessible medium so Call Center operations do not necessarily have to be at the same point where the client is and adding to this, calls can be evaluated through indicators that measure its effectiveness.
The advantage of being able to offer the client different products, each with its respective detailed but synthesized information, only relevant data, cannot be ignored.
And last, but not least, the advantage that telephone sales have for the company, as it allows the coverage of the physical store to be expanded.
Now, these advantages are evident when the company is clear about the objectives expressed in the telemarketing campaign, so it can know what type of telemarketing it is implementing.
Considering that WhatsApp is not such a new application, since it was launched in 2017, another challenge that companies, in Brazil specifically, must already be facing is payment through this tool, turning it into a communication channel to one of online shopping in the future.
Types of telemarketing
Two classes are defined:
- Receiving Calls: The objective in this action is to receive the call from the client who must be attended to with kindness in order to provide the appropriate and timely solution.
- Call broadcast: This action is accomplished by three objectives, marketing, promotion or sale, and reputation and image.
And what to do to make telemarketing effective? Here we leave you five tips to achieve that goal.
- You must be constant in the strategy, evaluate and correct points that do not benefit the objectives of the campaign.
- Being prepared for negativity, having a list of arguments on hand to refute the client's negativity, is a helpful tool.
- Convince the client with confidence in the argument and clarity in the response to the doubts generated, always giving the product as the best on the market.
- The above is linked to this point: attention based on the differentiating factor of the product/service which makes it the winner in the market.
- It should be kept in mind that the best way to reach the client is through emotions, so you should always show empathy in the conversation without being abusive.
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Content Writing by: Isabel Uribe
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