Outbound Call, The

What kind of impact do your people make in the first few seconds of an outbound call? Are they clear about their objectives every time they dial out? This video will help you focus on the importance of knowing what you want to get from each conversation. And it uniquely addresses some of the most common problems associated with outbound calling. Issac works in an insurance company call centre. His job is to make appointments for sales respresentatives to visit potential customers. We see, all too clearly, that although Issac may be totally focused on his calls, no-one at the other end of the phone is sitting around waiting for him to call! So it's up to him to use skilful questioning to find out what he needs to know and to peak the customer's interest. He learns that it's important to win the confidence of the gatekeeper and how to do this - even when that gatekeeper is the nine year old daughter of the prospective customer. Outbound calling inevitably involves an element of rejection, which can lead to call reluctance. This video addresses these issues head-on and provides practical tips for you to use and discuss with your own people, helping them to overcome the difficult periods. Through Issac, the video demonstrates techniques to help them press on positively and with renewed enthusiasm.

Learning includes:
* Being clear about your call objectives
* Making the most of the first 15 seconds of the call
* How to make a friend of the 'gatekeeper'
* How to overcome fear of rejection
* Dealing with call reluctance
* How to personalise your message to the customer
* Why it's important to always end on an upbeat note

Especially relevant to:
* Outbound calling
* Call centre training
* Telephone skills
* Customer care
* Selling over the telephone
* Active listening
* Communication