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Telemarketing Management

(A One-Day Programme)

This programme is ideal for Team Leaders or Managers who are new to the industry as well as for experienced management teams who wish to enhance existing skills or monitor why their Telemarketing Division is operating successfully so that effective skills can be maintained in the future.

The programme is practical, includes extensive delegate participation and group discussions and is adapted to suit the requirements of each delegate or group. Provision is made to examine, on a group or one-on-one basis, relevant and individual examples of effective solutions for difficulties with objections or other challenges found in Telemarketing Divisions.

The objective of the training is to provide practical ideas and skills relating to management and communication, which will equip delegates to successfully establish and manage an out-bound or in-bound Telemarketing Division.

Programme Content:

• What are the differences between out-bound and in-bound Telemarketing?
• How to assist team members involved with passive in-bound Telemarketing to embrace the challenge of assertive out-bound calling.
• Recruitment and staff selection tips and a discussion of what qualities and skills are the most important to be able to work as a successful out-bound and in-bound Telemarketer?
• Incentive plans and aspects to consider when designing remuneration packages.
• What qualities and skills are the most important to be able to manage successful Telemarketing campaigns?
• What environment is most conducive to out-bound and in-bound Telemarketing?
• An overview of effective communication skills which successful Telemarketers should use.
• Ideas on how to monitor the performance of Telemarketers on a day-to-day basis to ensure that they are utilising the most productive techniques during every conversation.
• Script design.
• The value of on-going role-play in a Telemarketing Division.
• Stress management skills and some tips that will assist the entire Telemarketing team to become or remain self-motivated even when they are having a less successful day, the pressure is mounting or prospects are voicing numerous objections.
• Effective training strategies for maintaining skills used by Telemarketing staff.

Programme Originator: Renett Estelle Grové

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Copyright © 2008
Last modified: 09 June 2008