Helping Managers Easily Improve the Efficiency of Their Telesales Team

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The Telesales team is at the forefront of attracting new customers and retaining existing ones. Managing and improving the efficiency of the Telesales team is an important task. However, it requires time and must be maintained consistently. Therefore, without proper management processes and supporting tools, it is very likely to lead to uneven team capabilities, unstable morale, and difficult management. This article will share a process to help managers easily control quality and improve the efficiency of their Telesales team.

How to Improve the Efficiency of Your Telesales Team

Overall Assessment of Telesales Team Performance

The 2 main metrics of Telesales team performance that managers care about most are: closing rate and revenue. These should be monitored at least twice a day — mid-morning and mid-afternoon. From the results, the following conclusions can be drawn:

– Low closing rate: This may be due to sales staff not interacting with customers enough, or lacking situation-handling skills.

– Low revenue: This may be due to sales staff not applying upselling techniques during order-closing calls.

Note that you should only intervene with a few staff members whose metrics are below average. When managing the Telesales team, the overall spirit should still be to encourage effort.

Checking the Number of Unre-contacted Leads

Check and monitor how many unre-contacted leads each sales staff member still has. For those with a lower closing rate, you can suggest that they interact with customers more than other sales staff.

On average, a sales staff member has a closing rate of 30%. If a salesperson has a closing rate of 15%, they are below standard. At this point, they need to re-engage with numbers that could not be reached from previous days. If time permits, they should learn from some high-value calls made by other sales staff.

Checking the Quality of Order-Closing Calls of the Telesales Team

Checking the Call Quality of the Telesales Team

Checking the quality of order-closing calls of the Telesales team typically involves evaluating:

• Whether the average call duration has met the required standard
• The attitude and interaction with customers

Check by randomly reviewing 3 order-closing calls (across different order values). Ensure that the Telesales staff member has correctly applied the calling process and that the interaction content included an upselling component.

Checking the Call Quality of Telesales Staff Who Failed to Close Orders

Alongside checking the quality of successful order-closing calls, it is also important to review the details of a few calls that were still unable to be closed in order to identify the issues. This also serves to evaluate that salesperson’s ability to handle objections.

Some commonly mentioned objection cases include: needing to consult a family member, insufficient budget, doubts about quality, etc.

Supporting the Improvement of Telesales Team Efficiency

Communicating and Guiding the Telesales Team to Improve Efficiency

To improve the efficiency of the Telesales team, it is necessary to regularly communicate with sales staff to identify problems and solutions together. Listen to them first so they can present their difficulties, because 1-2 poorly handled situations may not only be due to skill issues but could also stem from an unstable state of mind. Immediately imposing a solution may negatively affect the morale of the sales staff.

Provide feedback and guide sales staff on how to handle situations, while also adding more effective objection-handling approaches to the script. A 1-on-1 mentoring mechanism can be applied if a staff member needs more help, or an individual spot bonus can be given if they need extra motivation to push forward.

In addition, you should invest in equipping your business with a call center system that optimally supports your sales team. OMICall is a business call center that provides virtual call center services, CRM integration, and many other utilities. It will serve as a powerful assistant to help businesses take care of customers and increase revenue, while also simplifying the process of monitoring and checking the working quality of the Telesales team. Learn more about OMICall at: https://omicall.com

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