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You cannot control how the person at the other end of the line will respond, but the right approach will help to keep the call moving in the right direction. Start with a good opening which sets the tone and [...]

Quality assurance underlies all sections of your best practice. It is the responsibility of every campaign owner and contact centre to consider and deliver quality to their customers. Without quality assurance, it is likely that the outbound telemarketing and teleservice [...]

All contact centres are reliant on technology to perform their task. This includes a whole range of different technologies including: Predictive diallers Computer networks Databases Voice or voice over internet protocol (VoIP) networks The public switched telephone network (PSTN) Test [...]

How should pay and incentives for telesales staff be structured? It is difficult to generalise because not all telesales jobs are the same. For example, someone taking repeat orders will have an easier task than someone selling from scratch. That [...]

This section outlines the importance of agents or frontline staff to the future health of your business and the telemarketing industry. The following areas are covered to enable you to understand your minimum obligations to your staff in order to [...]

Key considerations Ensure sufficient agents If you use a dialler, ensure that you always have an available agent to pick up a connected call. Provide appropriate training Ensure that you have sufficient time to fully train agents to work on [...]