Never mind the shame. Never mind the humiliation. Never mind the trauma of reliving hideous calls while other people are listening. Never mind the painful, unbearable horror of hearing your own squeaky voice.
Whatever it takes, you have got to listen to your own calls.
It’s a frightening, sometimes saddening experience at first, and you’re not the only one who’s ever felt that way. But after a while, you’d see how beneficial it is to assess your own performance, and before you know it, you’d be requesting your leader for more call calibration sessions.
But what aspects in particular should you evaluate in your calls?
- First impressions – For the nth time, a lot of emphasis is put on the first few seconds of the call. Listen to your opening spiel and assess it objectively. If you were a prospect, what would be your initial thoughts upon hearing your voice? Was the greeting effective? Are you pleasant enough to take the call further? Or do you honestly deserve a bold rejection?
- Hits and misses – Was there a question that wasn’t answered? Was there inaccurate information that was provided? Were there opportunities to probe that weren’t grabbed? On a lighter note, pat yourself on the back for your gems. Which statements elicited positive responses?
- Tone and choice of words. Now this is a crucial aspect of your calls, since both tone and word choice are personality-based characteristics. These are things you don’t get to change overnight, and would take practice and self-awareness. Did you use unprofessional words? Did you, at any point, sound condescending or arrogant? Did you sound sincere when you needed to?
- Timing and fluidity. Even the best tone and choice of words become pointless if not timed appropriately. The as-long-as-there’s-no-dead-air rule is a common fallacy; dead air is not necessarily a breakdown of call flow. You’re human – sometimes you have to allow a few seconds for things to sink in or draw out. The more that you pretend to be smooth by going extremely fast like a runaway train, the more fake it would sound.
- Leaving a mark. How you end the call is just as important as the entire thing. Some telemarketers don’t see the point of sustaining energy up to the last seconds of the call, especially if it ended miserably. Bad calls still deserve a proper burial. And with good calls, make sure you finish them pleasantly not only for you (for getting a lead), but also for them (for getting the chance to talk to an amazing telemarketer like you).