November 16, 2023
There are thousands of tech and consumer startups coming up in India. To achieve high revenue growth and profitability, these startups usually spend vast amounts on advertising and marketing. This is where the telecalling industry or call center companies can come into the picture. The process of telecalling has become one of the key drivers of sales and revenues for many such companies.
The boom in Business processing operations is wider than new-age startups. Today, BFSI Institutions, tech giants, traditional FMCG companies, and international MNCs try to outsource their call center operations. This is because telecalling can be a very effective way to reach new customers. A recent study by the National Sales Executives Association found that, on average, a company acquires 78% of new customers through telecalling. Want to know more about the process of telecalling, why companies choose to outsource a part of their sales process, and how to pursue a career in the call center industry? Then, this article is for you!
Telecalling is a part of the outbound operations of a Call center or a BPO. It is the process of selling and advertising products, generating and qualifying leads, and closing the final sales. Telecalling, in its simplest form, involves making and receiving telephone calls for business purposes. It is a dynamic communication technique that enables organizations to connect with their target audience, whether existing customers, potential leads, or individuals who have expressed interest in a product or service.
Did You Know?
As per marketing data, the top 5 reasons businesses use Telecalling are
Telecalling has traditionally been one of the most effective ways to reach potential customers and generate leads. However, in recent years, the use cases of telecalling have widely increased, and businesses are now focusing on staying ahead of the competition:
Telecalling is a great way to acquire new customers. Businesses can introduce their products or services and answer any questions by reaching out to potential customers directly. This can help build trust and credibility with potential customers, making them more likely to convert into paying customers.
One of the most important uses of telecalling is to generate sales and revenue directly. Businesses can close deals and generate income quickly and efficiently by calling qualified leads. Telecalling is also used to upsell and cross-sell existing products or services, which can help increase average order value and customer lifetime value.
Companies prefer to conduct market research before launching or updating their previous products. In such cases, they use telecalling for direct customer interaction to learn more about their needs, wants, and pain points. This information is then used to develop new products and services, improve existing offerings, and effectively target marketing campaigns.
Telecalling operations are not just about making sales but also about building and nurturing customer relationships. A friendly and personalized approach to customer interactions can go a long way in establishing trust and loyalty. Telecallers can follow up with customers, thank them for their business, and address any concerns or issues, creating a positive customer experience. This ongoing relationship-building can lead to customer retention and long-term brand loyalty.
Telecalling can also be used to follow up with customers after they have made a purchase. This is important to ensure customers are satisfied with their purchase and identify potential issues early on. Telecalling can offer customers additional support or upsell and cross-sell them on other products or services.
One question that always haunts MNCs and new-age startups is, should we outsource call center operations or keep them in-house? Many arguments support both sides, in favor and against outsourcing. But today, let's examine why a company should outsource its telecalling operations.
One of the most significant benefits of outsourcing telecalling is cost savings. Outsourcing companies, such as Squadstack, have no overhead costs and can also offer economies of scale. Businesses can save money on hiring, training, managing, and equipping a telecalling team.
Outsourcing call centers have access to a pool of experienced and skilled telecallers. This means that businesses can benefit from the expertise of these telecallers without having to invest in the time and resources required to train an in-house team.
Managing an in-house call center and telecalling operations can be time-consuming and resource-draining. It diverts valuable resources and attention from core business functions. Outsourcing such activities to an external organization enables businesses to concentrate on their primary objectives.
Outsourcing call center operations allows businesses to scale their telecalling activities up or down depending on the call volumes and demand. This can benefit companies that experience seasonal fluctuations in the market or are launching new products or services.
SquadStack offers a modern alternative to conventional call centers by prioritizing technology and data. We bring together the strength of human expertise, cutting-edge technology, and artificial intelligence to provide you with India's most secure and transparent on-demand telecalling solution. Our approach eliminates fixed seat costs, ensures top-tier connectivity, and empowers you with robust analytics. Following are the listed telecalling services offered by SquadStack.
SquadStack helps businesses identify hot or priority leads by calling and qualifying them. We have teams of experienced and trained telecallers who can identify leads likely to convert into paying customers.
Squadstack can also help businesses promote and advertise their products and services. They can do this by calling potential customers and telling them about the benefits of the products and services.
In addition to lead generation and conversion, Squadstack's telecalling services encompass cross-selling and upselling. Our skilled agents are adept at identifying opportunities to offer additional products or services to existing customers. This helps maximize each customer's value and allows businesses to enhance their profitability and customer retention.
Squadstack can also help businesses conduct surveys and collect customer feedback through Telecalling. This information can be used to improve products and services, develop new products and services, and target marketing campaigns more effectively.
Telecallers are agents working in call centers or BPOs who perform calling outreach tasks. The primary responsibilities of telecallers include making outbound calls, promoting products or services, customer feedback, lead generation, making sales calls, etc. The duties of telecallers vary depending on the company they work for and their specific role.
We have already covered telecaller job salaries in great depth in our blog. Let's quickly look at some of the key figures from the telecalling industry.
According to top job sourcing platforms in India, the average salary of a telecaller ranges between Rs.1.6 lac and Rs.1.9 lac per annum. But the overall compensation range is quite broad, as it starts from as low as 1.2 lac to a high of 3.4 lac.
The salary of a telecaller depends on various aspects, which include factors such as job location, Industry they cater to, seniority, experience, and skill required to do the job. If you want to know more about telecaller compensation, check out this article.
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There are various telecalling skills and competencies that successful telecallers possess, or they develop over time. These skills enable them to excel in their roles and improve customer satisfaction -
A telecalling job profile requires an agent to excel in verbal communication and active listening. These skills are essential to understand customer needs and to convey information. Telecalling also requires agents to influence and persuade potential customers, which is crucial in sales-focused positions. And lastly, during a telecalling pitch, agents should know how to handle rejection and stay motivated, as this job tends to get emotionally challenging.
Now, some technical skills are essential for a telecaller to excel at their job. Telecallers must manage their time efficiently to meet call quotas and targets and deeply understand the products or services offered. This allows them to answer questions and address customer concerns effectively. In telecalling, agents should also be able to think on their feet and provide solutions to customer issues.
Telecalling tools and software are crucial in automating, optimizing, and enhancing telecalling. They provide telecallers with the necessary resources to effectively communicate with prospects, customers, and clients, ultimately contributing to the success of sales and marketing initiatives. Here are some critical aspects of their role:
Cell center dialers help streamline telecalling operations by organizing contact lists, automating dialing, and logging call details. This minimizes manual effort and reduces the risk of errors.
Several advanced telecalling tools provide real-time analytics, which allows telecallers and managers to monitor call performance, track key metrics, and make data-driven decisions. This data includes call duration, conversion rates, and call outcomes.
Telecalling tools generally come with lead management features, which help telecallers organize and prioritize leads, schedule follow-up calls, and nurture prospects effectively.
Recording and monitoring calls are essential for quality control and compliance. Quality monitoring software is thus crucial in telecalling operations. Squadstack uses the most advanced AI call monitoring systems to monitor calls and help supervisors ensure that calls meet the company's standards.
Integration with CRM systems ensures that telecallers can access critical customer information during calls. This enables a more personalized and productive conversation with prospects and customers.
Telecalling is a part of the outbound operations of a Call center or a BPO. It is a process of selling and advertising products, generating and qualifying leads, and closing the final sales.
Telecalling has traditionally been one of the most effective ways to reach out to potential customers and generate leads. Integrating telecalling into the sales process can result in higher output, acquiring more customers, and increase in sales. But this can only be achieved if telecalling is integrated strategically.
A company should outsource its telecalling operations as it leads to a reduction in cost, access to expertise, flexibility in scaling, and the company can simultaneously focus on its core business.
The primary responsibilities of telecallers include making outbound calls, promoting products or services, customer feedback, lead generation, making sales calls etc. The responsibilities of telecallers vary depending on the company they work for and the specific role they have.
In India, the average salary of a telecaller ranges between Rs.1.6 lac to Rs.1.9 lac per annum. But the overall compensation range is quite wide, as it starts from as low as 1.2 lac to the high of 3.4 lac.