Most of the telemarketing industry has neglected to focus on this piece of the equation. We read in the papers and hear on the radio that “human capitol” is your most valuable asset for any size corporation. Keeping your staff motivated will ensure their top performance. Many progressive top companies offer their employees perks far exceeding the basics: yoga classes, on site gyms, massages, free food, and other add-ons to ensure employee2s are operating at the top of their abilities. The treatment of appointment setters in telemarketing can be compared to a factory line, with the expectation that if agents are on the phone for a certain number of hours, they must deliver results. Very often those who spend eight hours calling prospects to generate business opportunities while facing countless rejections are often treated as marginal components of the process. If you are investing time and money into your campaign in the form of direct expenses for the agent and for the data, why not take the next step – treat your agent as you would want to be treated. Whether working within your office space or representing your company off-site an appointment setter needs to feel fully integrated with your organization to both perform at an optimal level and keep you well informed about your client base. Of course this point is even more important if the appointment setter is off-site. If the appointment setter feels like they are part of your team than their emotional investment, understanding that their influence their co-workers and a pride in the company they represent, may be the motivational push that sets that appointment or closes that deal. So how do we make our appointment setter feel like a part of the team? EMPOWERMENT & MOTIVATION Here are basics to cover with your appointment setter:
1. At the onset of the project, make it clear that you seeking feedback from your agent. You will work as a team to tweak the campaign to make it work. 2. Make it clear that you understand ups and downs of the industry, that your agents will be facing rejections and a number of challenges to reach the goal. Many decisions will need to be made on the spot and your want to empower them to make those decisions (within certain parameters). 3. Listen to the feedback and, if it’s valid, tweak the campaign accordingly. 4. Tune in with the mood of your agent and seek the times when praise and words of understanding will make the difference. 5. Roll play endlessly, switch sides to ensure that the agent sees the prospect’s point of view.
6. Experiment with various ideas to make it fun. So when you decide to take on a campaign to increase traffic, take the initiative to ensure that the two of you will have the kind of relationship that will benefit your business. The subtleties of feeling like a member of your organization can really enable that agent to produce amazing results. If you are utilizing Idea2Result services, chances are your appointment setters are home based. Although there are many benefits of being home based, empowerment & motivation play even bigger role. Creating a virtual team will significantly affect results.