Useful Tips - Marketing Calls / Business Development!

How to Help Your Agents Sound More Confident on the Phone

How your agents speak to callers at your call centre can be just as important as what they are saying.  Words delivered with authority and confidence is better received by customers and prospects.

Listening skills and getting through the “Gate Keepers” is equally important and making friends with “Gate Keepers is not necessary the answer - and in fact wasting valuable time. Luckily, you don’t have to hire only voice actors and extroverts.  It’s possible to teach great phone skills to anyone and welcome to OceanConnects Voice Marketing Strategy!

How to Sound Confident Over the Phone

Before you start training, you need to understand what it takes to sound authoritative over the phone. Agents achieve results when they sound:

• Knowledgeable but not overly rehearsed or like they are reading directly from a script
• Smooth and natural
• Correctly modulated in terms of volume
• Thinking on your feet - having an ability to change techniques by the receiving voice on the other end of the phone
• Like they are making statements, instead of raising their voice in question at the end of sentences
• Polished and not stumbling
• Articulate, with no “ums” and stutters
• Short, Sweet, To The Point, and Close

Going Beyond Confident

Of course, to sound confident, your agents need to have the right tools at their disposal. Trusting that their business phone lines and phone dialler software will work correctly every time they make call thus enabling them to totally focus on their job which is absolutely essential to close. Easy-to-use systems ensure your agents can connect with confidence. Sit up Straight, Smile and Focus and switch off your mobile - just one hitch / interruption can lose a very valuable sales!

Hope you enjoyed reading our techniques that works for us and opens up the doors for many businesses in Ire and the UK. Alternatively should you wish to discuss further, please do contact us on +353 1 4704200

Helen X Rowland - 9th June 2021