How to get a new telephone prospector up to speed and producing results quickly? A couple weeks ago we had a new staff member start, and I followed the process closely.
First, and most important, we interviewed and screened her very carefully. You might think a five-interview process over several weeks is a waste of time for such a "low level" position as a telemarketer...but it's not. Through trial and error (ok, lot's of errors!), every minute invested before the hiring decision significantly reduces the uncomfortable conversations and firings later on.
Second, we spent a lot of time with role-playing. Sounds simplistic, but practice does make perfect. We started with the basics...covering the script and key phrases...moved on to personal variations, then into objections and difficult personalities. Once she could deliver the key phrases nearly effortlessly, it was on to...
Third, be paired with an experienced staff member. This started with listening and watching, then doing. Then it finished off with some refinements and additional perspective from a second senior person...can't have the newbie stuck on only one point-of-view!
Fourth, and most important, expect results. By the second day our newbie had set her first appointment and was a newbie no longer! Three days later her call efficiency was as good as the veterans...and still she was setting solid appointments. Total time: 5 days from beginner to valued contributor.
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