Telesales Training - Some Key Questions

Just think for a moment how the business world has changed in recent years, more demands on most peoples time, a significant increase in traffic congestion, ever escalating fuel costs. It is little wonder so many organizations have decided to channel more of their sales effort via telesales.
For some this has proved to be a successful strategy for others this is not the case. There are some obvious pitfalls.

Telephone calls do not have the same impact as a face to face call
It is easier to say NO over the telephone
Decision Makers are inundated with telesales calls

So there are a number of elements that need to be considered in order for telesales teams to increase their levels of effectiveness. Here are some key areas for you to consider if you are trying to improve the overall effectiveness of your telesales team.

The function of the telesales team:
Inbound or Outbound?
Will they predominantly be taking calls or making calls?
Introductory or Transactional?
Is the primary function of the team to contact new potential customers and make appointments, or will they be required to sell something?

The appropriate telesales skill sets
Have you identified exactly what skills are required in order to succeed in this role?

The expectations of the telesales team:
Is the business clear about what is expected from the telesales team?
Have the Key Performance Indicators been established and agreed?
Have they been communicated to all areas of the company?
Is the field sales team clear on how they will integrate with the telesales team?

The members of the telesales team:
How did they arrive here?
Are they experienced?
What is their background?
Were they previously in a customer service role?
Are they capable and enthusiastic about their role?

The development of the telesales team:
Do you have a proven telesales training programme in place?
Is your training programme aligned to the expectations of the telesales team?
Does it give them all of the help they need to succeed?
Does it include the necessary help throughout all of the stages of the call?
Does it help them to handle objections
Does it help them to close on their objective?

Do you have an ongoing telesales coaching programme in place?
Is there a structured coaching plan
Is the plan in line with the specific needs of the individual
Is the whole process aligned to your appraisal system

The management of the telesales team:
Does the manager of this department have the necessary skills, coupled with the time, the authority, and the funding to ensure their team delivers?
The remuneration of the telesales team:
Is the total remuneration package in line with the external sales team?
If you get address all of the above you have a great chance of creating a telesales team that are capable, enthused and above all successful.