Communication is the product created by the b2b call centre, telemarketing agency, sales office, call it what you like. But we can’t see people, they are voices in a headset. Yes, the senses we’ve used since the beginning of life to hear, see, smell, touch are reduced to just two. We can hear and speak.
However, the majority of the information we communicate doesn’t come from the words we say, but how we say them. Tone, pitch, pace and body language are all used by others to help determine the exact meaning behind the words and phrases we use. So for a b2b call centre, using the right vocal range in a call can dramatically increase a telemarketer’s success. Just a few small changes to the way telemarketers handle a call can make a significant difference in how they come across. It will also affect how the prospect views the caller and the brand they represent.
Before someone in a b2b call centre dials a number, there’s significant preparation to be done. They need to know all the features and benefits really well. Any differentiating factors, USPs, the commercial backdrop in the industry, and what potential customers will look for are all important. If they’re in a positive frame of mind and feeling enthusiastic about the product they’re promoting, this will come across in their voice. Being enthusiastic about a product or service will also help to get the call off on the right foot and set a productive tone for the conversation.
A simple, effective method a b2b call centre can promote to staff for creating the right tone, is to smile. Smiling affects the way the voice sounds and most prospects will be able to pick up on it in a call. More often than not, they’ll instinctively smile in return, something that can help the call to progress productively. A smile is also a great tool for positive mental health. According to experts at House of Wellness, Smiling moves facial muscles and this sends signals to the brain to release mood-lifting chemicals, such as serotonin. In fact, UK researchers say a smile can create the same feel good effect as eating 2000 bars of chocolate! (We’d quite like the chocolate please).
The pace of a b2b call centre call can be one of the most difficult things to get right. Go too quickly and the prospect won’t have time to process the information you’re providing. However, go too slow and it can be interpreted as a sign of boredom, disinterest or dejection. Ideally, telemarketer at the b2b call centre will go fast enough to retain the interest of the prospect and to come across as enthusiastic. They should go slowly enough that their words hit their mark. The only way to perfect the pace of a b2b call is to practice. Have telemarketers practice ‘calling’ each other so they can see how pace affects the impact of the call.
Like tone, pitch is affected by the telemarketer’s enthusiasm and the way they approach the call. As well as smiling during a call, pitch can be improved by telemarketers working in a b2b call centre, by taking a genuine interest in the prospect they’re speaking to. This interest will come across in the way they speak and will help the prospect to feel that their company’s needs and requirements are at the heart of the call.
Getting the pitch, tone and pace just right can go a long way to boosting its chances of success. Explore our b2b call centre site today to find out more or speak to one of the members of our team.