There are profound differences between Telemarketing vs. Teleprospecting vs. Inside Sales. Viewing these positions as identical - and therefore attempting to hire, train, develop and manage them in the exact same way is a huge mistake.
While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. And while someone may have “The Right Stuff” to deliver great Customer Service & Support as an Inside Sales Agent – it doesn’t necessarily follow that the same individual is also a good fit for the more demanding, proactive & sales-oriented requirements of a Telemarketing position – or the high call volume, tightly-scripted requirements of a Teleprospecting job.
Scripted and unscripted call handling are discrete and different pursuits - requiring separate Personality/Job-Fit/Temperament factors. Someone with the Intellect & ‘Verbal Artistry’ to motivate an executive to take action in an unscripted fashion is rarely a good fit for a tightly-scripted Teleprospecting Call Center job. Equally – it is rare for someone who performs well in a tightly-scripted Teleprospecting Call Center to successfully make the transition to unscripted Telemarketing interactions. Few people possess the ability to work successfully long-term in both a scripted and unscripted Call Center. Inside Sales requires a somewhat different mix of Personality/Job-Fit traits - people who possess all of the characteristics of customer service representatives and account managers.
Hiring the wrong Agent to begin with is the Root Cause of most Telemarketing/Teleprospecting/Inside Sales Performance Issues. It’s also a significant drain on your Budget & Bottom Line - on Customer Satisfaction - and on your Sales Results. Every failed hire represents wasted dollars down the drain. Not to mention the Lowered Productivity, Poor Morale & Higher Absences associated with a Poor Job Fit.
Top performing Telemarketers, Teleprospectors or Inside Sales Agents all have a unique constellation of Personality/Job-Fit traits - and specific amounts of those traits - that are necessary in order to successfully complete the job requirements.
One more important factor to understand is that it is indeed possible to have too much of a Personality/Job-Fit trait. For example - although *Assertiveness* is an important characteristic of a Telemarketer, Teleprospector or Inside Sales Agent - too much *Assertiveness* can be detrimental to prospects/customers as well as the workplace.
Employers shouldn’t be looking for a fixed set of skills or experiences in their Job Candidates – they should be searching for something much more important — an optimum blend of Personality/Job-Fit, Soft Skills, Motivation, and Work Ethic to be a Top Telemarketer, Teleprospector or Inside Sales Agent.
Top performing Telemarketing, Teleprospecting or Inside Sales Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html