BENEFITS OF QUALITY ASSURANCE IN TELEMARKETING
QualityDesk allows you to ensure that the right things are done in the sales interaction.
The only thing that matters in telemarketing is to make sure that the right things are done in the sales interaction. This can be done effectively just by listening to calls, evaluating them and providing regular feedback. Sales agents should also regularly conduct self-evaluations of their sales calls.
However, this is often overlooked in the rush. Team leaders keep track of the figures and listen to individuals calls here and there, trying the use them as a basis for providing feedback and developing the work each telemarketer.
Telemarketers may not fully understand where the trouble is if they follow the script to the tee, but still do not close any deals. The reason for this, of course, is that they do not truly understand what they should do in the sales situation, or they know it, but do not want to do it. Knowing that nobody is monitoring what they do, there is no need for them to change their behavior.
Considering the extremely high turnover rates in the field, would it not make more sense to invest in systematic monitoring, feedback and coaching leadership? Of course it would!
With QualityDesk, you can easily build a monitoring form that utilizes all the things that top sales agents do right in their sales situations. Agents can use this monitoring form to evaluate their calls. Team leaders can similarly evaluate calls using the same form and record their feedback directly on the form. The information is sent to each agent in real time.
During a one-on-one session, the parties can agree on clear performance goals and set a date for monitoring them, which will be automatically entered in the calendar. This tells the agent that their actions are being monitored so they need to make more effort to change their habits.
QualityDesk is inexpensive and works in both small teams and bigger units. Software setup takes 2–4 hours and there is no need for costly integration projects. The software is guaranteed to pay for itself in increased sales in the telemarketing organization!
GDPR-compliant data management
Customer data has to be systematically managed, but the same goes for employee data.
A large number of organizations record their management discussions completely at random. The most common solutions include note tools, emails and Word and Excel documents. Data management becomes fragmented and can even become unmanageable. What if an employee asks for their information? Compiling them may prove impossible.
QualityDesk offers a solution to this where all operative management discussions are gathered into one application. Everything can be found behind one login, for management, supervisors and employees. There is no need to send information by email, Teams or in various files.
In addition, QualityDesk’s automatic data deletion allows you to delete all old data according to the data security guidelines of your company or the law. A report is generated of each deletion, leaving a trace that can be verified if necessary. This makes it easier to comply with the provisions of the GDPR, among others.
Book your demo today!
We provide solutions for quality assurance and staff development in sales and customer service within organizations. The QualityDesk software consists of different features, from which you can build a package to suit your needs. Do you want to learn more about how to make quality assurance easy, effective and measurable?
Book a demo and we’ll show you how QualityDesk could benefit your business. 👉