Product/Service Knowledge: Agents must deeply understand what they're selling.
Script Familiarity & Adaptability: Practice using scripts naturally, adapting to the flow of conversation.
Active Listening: Emphasize listening to the customer's needs and concerns.
CRM Usage: Train them to log call outcomes, update lead status, and schedule follow-ups in the CRM.
Compliance: Crucial training on DNC (Do Not Call) lists, quiet hours, and relevant telemarketing regulations.
Leverage Technology (CRM & Dialer):
CRM Integration: Your CRM should manage your segmented south africa phone number list lists, track call outcomes, and allow for immediate follow-up scheduling.
Power Dialers/Predictive Dialers: For high-volume campaigns, these tools automate dialing, filter out voicemails/busy signals, and connect agents only to live answers. However, ensure compliance with auto-dialer regulations (e.g., TCPA for non-consented calls).
Call Recording: For quality assurance and training (with proper disclosure).
Reporting: Track agent performance, call volume, conversion rates by segment, and success rates.
