A call center is a business where the people who work there receive or make calls for the purpose of selling or promoting a product or service. There are four types of call centers, those that receive or make calls, and also those that are directed to the residential or the business.
Several services are offered by a call center. You can switch from customer service to e-mail management, from collection to surveys, from making appointments to updating databases, or to a receptionist service. Some call centers offer all these services, while others specialize as much in the services offered as in the type of clientele.
Unfortunately, in most other telemarketing centers, there is a high turnover rate of staff and skilled employees are hard to find and even more to keep.
Several factors can explain the difficulty of call centers to keep its good employees . What you have to keep in mind is to be human and to take time with your employees. This is valid regardless of the company. What differentiates PCS Connect from other call centers, is that each individual is a full person with his strengths and weaknesses and not a “number” that “pitons” on the phone all the day. As a human, we give tools to overcome weaknesses and improve the techniques of telephone agents in call centers. A job at home is more than exceptional.
On a whole other level of thinking, what makes it possible to have success in call center, is to build a solid argument for each of our customers. The argument is the art of using the right words at the right time with our prospect, bragging about all the merits and benefits of our product and services while having a conversation with him and not spoiling his monologue. Many call centers make this mistake, the monologue. It should not be forgotten that at the other end of the line, there is a human being, with his tastes and his opinions.
So, in order to have a conversation that we will direct towards our goal, several call centers use a scenario with the necessary arguments. The scenario is composed of a few key steps to be passed in a specific order, the first and most important of which is the presentation of oneself, the company we represent, and the object of our call. A scenario is not written in order to be read, but to make sure to pass through each of the important stages of the conversation, to give the best performances and to obtain the best result, to reach our objective .
In conclusion, a telemarketing job is demanding , but exciting job because it allows us to play with words and to meet with different people every day.