Let's start by examining what many call centers perceive as a ineffective call-to-action. They run into you on their telephone scripts, asking you for your name, zip code, and account number. They tell you that you need to provide these items in order to get a free trial period, an investment envelope, or more. There is no dialogue, no interaction with you. These direct-by- omission techniques from the call centers are most frustrating and ineffective, as they do not accomplish what they are being told. Can these call centers construct an effective script that creates an effective interaction? How much thought have you gone through to develop an agenda for the purpose of the call, and how much time have you spent creating rapport?
Home services companies such as carpet cleaning, office cleaning, and lawn care services often make the mistake of asking you to: "Please make an appointment with us today and receive a free report on our professional cleaning services." This is out in left field and just gives the impression to the prospective tenant that you don't know or care. This strategy almost guarantees you will never hear back from them, after all, it's a free report. Another problem is that you have the prospect call you back later within your budget, if they call you at all. This approach gives you the impression that you are well-organized, and that you must be looking forward to placing the order. As you learn to apply the "it's not about me" approach to your conversations, you will be learning new skills that you will be sending to your agency. It may be the best investment you ever make in your business.
I often recommend to my clients that they ask their prospects three questions prior to making the call. Here they are: Who, What, and Why.
1) Who- What do they need from you today, today? If it's something like a free quote that is obviously periodic, you should ask for response date earlier in the call and state the date they are being given. It helps them take a commitment in a more positive manner, rather than obtaining commitment from you.
2) What- What specific need do you hear you meeting today? You will find their answer to their need and will need less of your time. Many times, they have already finalized their decision on what they feel is the absolute best choice among numerous options. It helps them remember that they have made a commitment to you. Also, if you did not make a priority choice that is common in the area, most folks would assume whatever the caller selected was the right one at that point.
3) Why- "Is it important that you use our services today?" Most calls end up at an info@ or fax@ number. Be sure the call center representative is comfortable working with the ego of their callees, that you get someone using your name, and upon asking, if you have another person to reach, lets get to that. If you see a number that goes back to a call outside of your geographic area, you may have heard an incorrect number. Aeasyphone number search will identify a number twice. Learn to handle this part of the call properly and career professionals could save you hours.
As you learn how to become a better asking agent, your phone calls will be more friendly, productive, and efficient. If you feel that the real added bonus is getting these calls answered, work for their representatives. Most call centers have set up their processes to allow you to place many of these calls at no charge to you. Others offer to per-charge you for the cost of a call. Consider this to be an investment in your business because the amount of time you will save calling business will be much more than that taken in browsing records of another agent.
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