Earlier I wrote about six tips that a telemarketer can use to achieve better results and to create excellent customer experiences. However, the fact is that with the help of modern telemarketing technology, one employee can achieve up to 100 customer contacts per day. At this pace, a telemarketer may easily lose their focus, which will lead to lower customer contact quality and lower sales rates. None of us are machines, so how can we prevent this from happening? Of course, supervisors are the answer.
My first experience with telemarketing goes back to 2003, when I tried doing telemarketing in an agency located in Joensuu.
Within the past couple of years, there has been much discussion about the revolution of automation, robotics and AI. I have participated in webinars where many people working in European customer service centres believe that robots will replace at least some people in customer service within the next five years.
This is an extremely broad topic, and, in addition to opinions, there are sure to be as many facts as there are people providing feedback. But let’s not let that bother us right now! In this article, I will focus on feedback in general and highlight some things that you should consider when giving feedback. This article only concerns feedback situations between a supervisor and an employee.
The monitoring of customer service, telemarketing and customer interactions in general is often neglected. It is generally seen as a bothersome, time-consuming activity. At the same time the benefits it offers might be ignored – especially if the monitoring is not done “right”.
Numerous studies demonstrate the significance of the customer experience. One study found that in the United States alone, companies lose 62 billion dollars each year