• outbound calls: telecallers initiate calls to potential or existing customers. this can involve:
o sales: selling products or services directly.
o lead generation: identifying potential leads for follow-up by the sales team.
o market research: conducting surveys or gathering opinions on products or services.
• inbound calls: handling incoming calls from customers. this can involve:
o customer support: addressing inquiries, resolving issues, and providing assistance.
o order processing: taking and processing orders over the phone.
• script adherence: following a script or set guidelines to ensure consistent communication and messaging.
• data entry and management: recording details from calls, updating customer databases, and tracking call outcomes.
• follow-up: making follow-up calls to clients or leads, sending additional information, or scheduling meetings.
• upselling/cross-selling: offering additional products or services to existing customers based on their needs and preferences.
**2. skills required
• communication skills: clear and effective speaking abilities, active listening, and the ability to convey information persuasively.
• customer service skills: patience, empathy, and problem-solving skills to handle various customer interactions positively.
• sales skills: ability to close sales, handle objections, and understand customer needs.
• time management: efficiently managing time to handle a high volume of calls and follow-ups.
• attention to detail: accurately recording information and maintaining detailed records.