Cold calling in call centers: how can agents reach their targets?
In the digital age, many believe telemarketing is outdated or ineffective which is completely false. In reality, cold calling remains a solid lead generation channel. In 2022, telemarketing is still a key driver for business development.
Why You Should Create a Telemarketing Call Script
Some believe a call script is unnecessary, but it is a powerful tool.
A script helps you structure your commercial argument, stay focused and avoid getting lost when a call becomes challenging. It evolves over time thanks to team feedback, and helps maintain consistency across all agents.
A script is not meant to turn agents into robots. It provides a framework a structured path while allowing flexibility.
Typical stages of a cold call
• Introduction
• Qualification questions to understand the prospect
• Presentation of your offer
• Handling objections
• Closing and call-to-action
Prepare for Objections Your Prospects Will Have Some
List the most common objections you encounter and prepare your responses in advance.
This prevents you from being caught off guard and allows you to answer confidently.
Ubicentrex offers a powerful and flexible call script module
It adapts to every scenario.
Example: managing long-term appointments
• Confirmation email sent when the appointment is booked
• SMS reminder one week before
• SMS reminder the day before
• Satisfaction survey email two days after
You can find the full documentation here.
Optimize Your Telemarketing: Key Features Your Call Center Must Have
Telemarketing tools usually include three dialing modes:
1. Preview Mode
Displays the contact sheet before the call is made.
Agents can prepare, but may waste time if the contact doesn’t answer.
2. Progressive Mode
When the agent becomes available, the system automatically dials the number while loading the contact sheet.
The agent only has a few seconds to get ready.
3. Predictive Mode
Uses algorithms to predict when a prospect is likely to answer the phone.
It places several calls simultaneously so agents are always connected at the right time.
Huge boost for productivity and conversions.
Click-to-Call to Facilitate Outbound Calls
Click-to-call allows agents to initiate calls directly from the interface by clicking a phone number.
Benefits:
• No manual dialing
• Saves time
• Eliminates mistyped numbers
• Supports instant, direct marketing actions
Call Recording
This is extremely useful for:
• Training new hires
• Quality control
• Improving scripts
Statistics and Performance Tracking
Your software must allow you to track key metrics:
• Average talk time
• Number of calls handled
• Conversion rate
Ubicentrex allows you to build fully customizable dashboards:
• Graphs
• Filters by agent or call group
• Complete export options
All essential to measure and improve your telemarketing performance.
Independent Secretary: What You Absolutely Need to Know
The administrative support market is undergoing major changes. More and more companies across all industries are choosing to outsource their administrative tasks. Hiring an independent secretary is a real asset for a business, offering both time savings and reduced costs. It is a profession with strong potential and a promising future.
Independent Secretary: Discover the Role
The Missions of a Virtual Secretary
Thanks to modern digital tools, independent secretaries can now handle a wide range of tasks. Some are simple and repetitive, while others require greater expertise. These tasks can be performed remotely via the cloud, a dedicated CRM, or onsite.
Here’s an overview of the most common responsibilities of an independent secretary.
Call handling and customer service
Virtual secretaries often manage incoming calls for after-sales service or technical support. They become the voice of the company, so knowing the product or service is essential to provide accurate, helpful answers.
Appointment scheduling
A classic task, but one that requires composure, patience and adaptability when dealing with demanding customers. It also requires agility to propose alternative solutions quickly.
Invoicing and overdue payment follow-up
This is particularly requested by start-ups and small companies. With limited time and resources, outsourced billing follow-up becomes a key asset.
HR support
This can include screening résumés, contacting candidates for interviews, sending interview briefs, or communicating responses to candidates.
This list is a snapshot of what independent secretaries can offer. Tasks vary depending on their skills and specializations.
Fundamentals of the Profession
Hard Skills You Must Master
The term “hard skills” refers to technical abilities typically listed in the skills section of a CV. Becoming an independent secretary technically requires no formal diploma. However, candidates can validate prior experience (VAE) to reassure potential clients.
Training in administrative management and secretarial work is strongly recommended to strengthen credibility and demonstrate real expertise.
Key expected skills include
• Mastery of office software
• Strong telephone and in-person reception skills
• Ability to manage emergencies
• Ability to report on completed tasks
Soft Skills You Must Have
Soft skills refer to behavioral competencies often developed outside formal education. Independent secretaries must demonstrate:
Flexibility and versatility
Given the variety of tasks, adaptability is essential. Topics and contexts can change from one moment to the next.
Strong organizational skills
Good organization improves stress management, respects deadlines and ensures clear communication.
Excellent interpersonal skills
You must know how to adjust tone, vocabulary and communication style depending on the person you’re speaking to. Remember that you represent your client’s business.
Autonomy
Being independent means solving problems without constantly relying on others. This is crucial for efficiency and stress management.
Essential Tools for Virtual Secretaries
Technology and Equipment
Contrary to common belief, becoming an independent secretary is not entirely free of investment. While costs are reasonable, certain equipment is essential:
A computer
Preferably a laptop if you plan to work onsite occasionally. The required performance depends on the software you use.
A comfortable office chair
It prevents long-term health issues. (We wrote an ergonomic guide about this!)
High-speed internet
Call quality relies heavily on your connection.
A good microphone and headset
Since you’ll spend hours on calls, comfort is crucial. A wireless headset is ideal to allow movement and note-taking.
USB keys or external drives
To save and secure your data.
A High-Performance Call Management Software
The primary criterion when choosing call center software is how well it fits your needs. More advanced than a standard business telephony system, a call-handling platform allows you to manage inbound and outbound calls, schedule appointments and optimize productivity.
Instant Messaging
An instant messaging channel streamlines internal communication and information transfer. It may also include light file sharing.
Powerful Statistical Tools
A complete analytics module allows you to dive into detailed call data and performance metrics. You can filter by user or call group and generate custom reports.
A supervision interface provides a real-time overview of all key indicators.
All statistics can be exported to justify activity to clients.
Contact Pop-Up (Caller Identification)
Retrieve detailed information about the caller before picking up. This feature helps personalize the call and improve customer satisfaction.
