Putting The Caller At Ease

Although outbound and inbound call centers have a lot of differences, there are many similarities in sales techniques used to secure a sale or reservation.  I used to work in debt collection so the majority of my phone calls were outbound and my job was to secure either a credit card or checking routing number to secure payments.  In both debt collection and self storage you have to put the caller at ease about giving personal financial information over the phone in order to be successful.  Another thing that I’ve noticed is that you must be in control of the conversation or the person on the other end of the line will be able to sense you’re not exactly sure what you’re doing and this will cause them to be uneasy about giving their credit card information out over the phone.  It is important that you establish urgency because most people aren’t willing to commit to anything immediately unless you stress how important it is that they either pay their debt or make the reservation today.  Because we never get to see the actual customer, all of their cues are verbal so it is important that you keep your tone of voice and the words used in mind when dealing with a customer.  I guess the trick is being a salesman without sounding like a salesman. 

Written by: Julio Montes, PhoneSmart Supervisor.

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