Telemarketing Tools

Video Transcript

"Some of the tools that you will have to be familiar with as far as being in the telecommunications or telemarketing field are obviously the Internet. Most of the programs that you will use will be Internet based where you will capture information and move from screen to screen. You will have to be familiar with how to move those screens and then manage multiple windows. Often times you will have the scripting and then you will have tools that you will use. Whether it is to answer questions about what the customers product is or offer them alternatives to different plans. If you are offering them some sort of service plan, like a cellular phone service or some sort of cable or Internet service, you will have to be familiar with the plan so you will have to be able to navigate the multiple tools. They usually have some sort of software that you use to clock in and out of so that your time punches will be captured and you will be able to get paid. You will have to be able to manage a computer. The computers with technology are not always running perfectly so you will have to be some what familiar with how to obviously turn them on, turn them off, make sure they are connected to the Internet to trouble shoot basic problems so that you can help yourself so that you are more efficient at your job. One of the most important tools, it's a less tangible tool, but your personal skills, your ability to listen to customers and communicate with customers. Those are very important tools that you want to be able to use and build on and hone to communicate better with your customers. Some additional tools that you will utilize will be some paper resources. Whether it's updates that you have received from your supervisor on different plans or the program that you are on. Whether it's spiff options for the sales or it's an update in customer service. If they are a cellular service or whatever the update is going forward. You will also have to be familiar with the telephony services. If you use a phone, whether its the handset that they typically have in the smaller call centers or the headset hand set. You will have to be able to learn how to manage the mute button, the volume button, turn the phone on and off. You need to understand how to connect customers and hang up and do conference calls, things like that. So telephony, telephone usage is very important."