5.

TELE-CALLER’S OPERATIONAL PROCEDURES:

Tele-caller’s operational procedures are the steps and guidelines that tele-callers follow to
perform their tasks efficiently and effectively. Standard operating procedures, referred as
SOPs, give employees valuable information on how to conduct various tasks and
procedures.

Our telecallers use SOPs setting to define everything from staffing schedules to handling
workload and call load forecasting to specifying how calls should be reviewed, monitored
and scored. We use SOPs aid telecalling procedure so we are pursuing compliance,
reducing complexity and meeting business objectives.

• Lead generation: Tele-callers should identify and contact potential customers who are
interested in or eligible for a loan product or service. They should use various sources and
methods to generate leads, such as referrals, databases, directories, social media, online
platforms, etc. They should also verify the authenticity and quality of the leads before calling
them.

• Lead qualification: Tele-callers should qualify the leads by asking relevant questions and
collecting information about their needs, preferences, financial situation, credit history, etc.
They should also check the eligibility criteria and requirements of the loan product or service
and match them with the leads. They should also inform the leads about the benefits, features,
terms, and conditions of the loan product or service and answer any queries or doubts they
may have.

• Lead conversion: Tele-callers should convert the leads into customers by persuading them
to apply for or avail of the loan product or service. They should also assist the leads in filling
out the application form, submitting the documents, completing the verification process, etc.
They should also follow up with the leads until they receive the loan approval or
disbursement.

• Lead retention: Tele-callers should retain the customers by providing them with excellent
customer service and support. They should also monitor the repayment status of the
customers and remind them of their due dates, charges, penalties, etc. They should also
handle any complaints or issues that the customers may face and resolve them promptly and
satisfactorily.

 Upselling: Upselling is a sales technique used by our tele callers where customers
are encouraged to upgrade to a premium or enhanced product or purchase add-ons
in order to increase their spend. For example, you might encourage them upgrade
their subscription. The aim is to offer the buyer options they may not have
considered and increase the level of profit you get from their final purchase. It is a
powerful and effective marketing technique where we target prospects who are
already willing to make a purchase from you.

 Upselling develops deeper relationships with our customers and, when it’s done

right, it can improve the shopping experience. The aim is to make our customers

feel they are getting a good deal.

new ones. With the right strategy we offer our customers convenience and

flexibility.

 Upselling can balance growth between new and existing customers. It can also

increase customer lifetime value (CLV) Upselling is one of the most effective

techniques for converting shoppers into return customers. Ultimately, it can

increase your profit margins and your ROI.

Handling Objections

 This section of the telecalling script will address issues raised by the customers.

 These guide our telecallers with strategies for objection handling and responses to

address typical complaints that prospects may raise.

Technical Expertise:
Customers appreciate a telecaller who is knowledgeable and can promptly provide accurate
information or assistance. Your telecalling software know-how instills confidence,
encouraging customers to trust your advice and recommendations.

Continuously updating your telecalling skills and staying informed about the latest
technological advancements keeps you ahead of the game. Remember, being the go-to expert
enhances your efficiency and effectiveness as a telecaller.

Promotional products:
Sell the solution, not the product
Customers are not interested in how efficient our product or service is; they are more
interested in knowing how our product can improve their lives.

For instance, if you are selling a laptop that incorporates hundreds of valuable
features and you waste your time explaining the proficiency of the features. Your
prospects will only be interested in something other than the boring pitch. Instead, if
you tell them that this device can save their time and help them do smart work
instead of laborious work, they will be more engaged in the conversation.

Always address the prospect's pain points to engage them in the conversation. This
approach can make a convincing sales pitch.
Our effective telecalling procedure
Understanding product:
First and foremost, to create a great telecalling script, your agents should appropriately
understand the product they are trying to sell.

Sales Pitch
Capture the attention of potential customers using a compelling telecalling script for sales
pitches. Highlight the unique selling points and benefits of your product to maximize
engagement and conversions.

Appointment Setting
Master the art of appointment setting with a telecalling script designed to make the process
smooth and effective. Use persuasive language to convey the value of your product when
scheduling appointments.

Product Demonstration
Impress potential customers with a telecalling script crafted for product demonstrations.
Clearly explain the features and benefits of your product or service, making it easy for them
to understand its value.

Customer Retention
Retain valuable customers by utilizing a telecalling script focused on building loyalty.
Express appreciation and reinforce the value of your product or service to maintain strong
customer relationships.

Technical Support
Resolve customer issues efficiently using a well-structured telecalling script for technical
support. Guide customers step-by-step through troubleshooting processes,for a smooth
experience.

Survey or Feedback Collection

Follow-up Call
Nurture customer relationships with a telecalling script for effective follow-up calls. Address
any remaining questions or concerns and offer ongoing support to strengthen loyalty.
Conclusion

Telemarketing can be a cost-effective marketing strategy that eliminates the need for travel

and face-to-face meetings to make cold calls. They are the first step in establishing contact

with a customer and taking the telemarketing sales process forward. However, many

countries need help with government restrictions regarding who can be contacted for business

purposes on the telephone and mobile. Therefore, it makes a good strategy to combine online

marketing and inbound marketing through websites and blogs, enabling chat facilities on

websites.