With Voicent cloud service, starting your own answering service could be easier. Whether you are just yourself working from home or a small business with overseas agents, all you need is a computer with internet connection.

Traditional answering service software and equipment are pretty expensive. With our cloud service, you can just sign up for a monthly service that starts less than $50.

Screen Pop

One key feature for any answering service software is to notify which client (the business you are helping to answer the phone calls) is called. This can be set up easily on Voicent software by using an automatic screen pop up. When a call is answered, a screen with the call script will shown on your screen. The script will inform you or your agent what to say, normally by announcing the business name.

To set this up, go to Setup, PBX, IVR app page, select the phone number, select Edit and then choose the desired script.

Auto Attendant

To save you even more time, you can setup auto attendant for each phone number. For example, if people just want to know the direction or office hour of the business, you can set up an auto attendant to automatically answer these questions.

Whether you’re a big player or a startup owner for any B2B or B2C trade, customer satisfaction lands a top spot as one of businesses’ holy grails. Not only for the telemarketing industry, but usually, it covers any kind of businesses as its first line of defense for customer concerns. More importantly, it is worth noting that understanding the impact of how your call center agents address customer problems may either make or break your brand.

Often used as yardstick to gauge customer loyalty, pin down unsatisfied customers, prevent future issues, and increase revenue, phone surveys are one of the most effective strategies businesses can use to connect to their clients on a more personal level. Keep in mind that for telemarketing companies to obtain valuable feedback, preparing a well-researched phone survey design is as important as asking the right questions.

Ideal telemarketing phone survey questions

Probing for short and sweet answers to questions like ‘How satisfied are you with our services/products?’ may give you answers but analyzing the bigger picture, does it really provide you detailed and substantive conclusions?  Think again.

Here are eight of our recommended telemarketing phone survey questions you can include on your next phone survey design?

1. What do you want to know most about ____________? (Insert your preferred topic here)

2. What are the reasons why you chose our company/products rather than our competitors’?

3. If you were to change or enhance one of our products/services, what would it be?

4. Which are the three features of our product do you find most valuable?

5. On a scale of 0 – 10, how likely are you to do business with us again?

6. How can we improve your experience with the company?

7. What can our telemarketing agents do better in further assisting you?

8. In the future, would you be willing to participate in survey questions like this?

Don’t lose sight on the right telemarketing tools

With the right phone survey questions that align with your goals, knowing the right telemarketing tools that suit your business needs should be set as a priority. Whatever kind of questionnaire you use as your survey method, different call center software tools are highly recommended to achieve your business goals.

The all-in-one, easy-to-use Voicent Call Center Software can provide the telemarketing solutions you need.  Our automated phone surveys provide real-time results, call disposition statistics, detailed call reports, live transfer statistics, survey statuses, and survey campaign results analysis among others. On top of it, it includes multi-level survey designs with automatic handling response and collection.

Our phone survey tools are best used for telephone polling, customer satisfaction phone surveys, market research, lead generation, and data collection. It’s fully customizable for your inbound and outbound survey, IVR, call, SMS, and email survey needs. Click here to know more.

On one side of the coin in keeping customers happy, the saying ‘The customer is always right’ rings true in so many levels. But the other side of the coin, in a nutshell which explains ‘happy employees make happier customers’, can sometimes be neglected nor, in worst case scenarios, is unheard of.

In this article, we highlight the flip side of the coin to boost telermarketing engagements. This focuses on how companies can take a step further so to keep their telemarketers happy with their call center jobs. This strategy aims to ensure that their call center agents are engaged with their duties, hence keeping them aligned and driven to meet their business goals as a progressive telemarketing company.

Boosting your telemarketing engagements

1. Create a survey method. This serves as your channel where your agents can confidently answer the critical questions that concern their employment. This article is a good example as it enumerates critical questions such as ‘Do I know what is expected of me at work?’, ‘Is there someone at work who encourages my development?’, or ‘This last year, have I had opportunities at work to learn and grow?’ This may take some time but rest assured, favorable results will be gained.
2. Open communication is key. Keeping communications as honest, objective, and respectful as possible never fail to keep telemarketing engagements at its peak. Give it a try and see how it impacts the organization.
3. Empowered employees are the happiest people. When your call center agents are given a sense of purpose, recognition, and freedom to build their own processes, systems, and workflow, it will reflect on how they go about their doing their jobs. Therefore, happy employees make happier customers

If you’re running a large multi-city enterprise and want to keep your mobile communications open, Voicent offers scalable, multi-level text/SMS Surveys which allows you to add and collect unlimited questions and responses as well as sending automated follow-up questions. More about it here.