Call centers rely heavily on well-trained agents to help them be successful. Unless a telemarketing agent is on-the-ball and properly trained it will be very hard for them to perform at a peak level. Since answering services must depend on the quality and performance of their call center agents, it is vital to the success of a telemarketing business to have well-trained agents. It is not enough for an agent to simply know how to answer a phone. Answering services agents must also know how to provide the kind of assistance needed by the call centers’ customers. There are several things that can be done to train your telemarketing agents properly. Here we will look at some very basic tips that will get your agents to outperform every time.

Answering with a smile

It might seem trite, but it is true – knowing how to answer a telephone properly is a skill that must be taught. If your agents answer a telephone abruptly, or in a dull, expressionless voice, they will turn callers off. Call centers need to have agents who are enthusiastic about their work and therefore the first thing that all telemarketing agents should learn is how to answer the phone lines with a smile. It is commonly accepted that a smile can be heard in a person’s voice when they answer the phone. The sunnier disposition will automatically translate into more enthusiasm and better satisfied callers.

Phone etiquette

Knowing how to talk to people is also very important. Answering services providers must ensure that their agents are always polite and well-mannered on calls. Their agents must be taught that it is necessary to always use "please," "thank-you" and "excuse me" in their vocabulary along with any other polite words that may be required during a conversation. Callers can get indignant and irritated with agents who are too casual or rude when answering a call.

Product/service information

Make sure that all of your agents get basic training about the products and/or services that they will be speaking about for your customers. Regardless of whether they are acting as receptionists or if they will be required to field customer service queries, they will need to have as much information as possible to be able to answer basic questions. It is best to have refresher meetings every month or so, to update your agents in case things have changed with your customers. Making sure that all of your agents clearly understand what their mandate is when answering phones, they will be able to provide you with good service.

Incentives

Many call centers offer their agents incentives to meet monthly goals. Rewarding agents for performing well is one of the best ways of getting them to consistently provide you with their best efforts. Combined with the proper training, incentives can help to push your agents to greater customer service heights.

Work place atmosphere

Along with incentives, agents have demonstrated that they will automatically perform better when they are happy in their workplace. Therefore, permitting them to take breaks with their friends and encouraging an atmosphere for camaraderie will always work in your favour.