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If you are working in a call center, take advantage of the opportunity to see what calling techniques work for other people. Approach a more senior, or really successful, representative and ask if you can listen in to a few of their calls. Make notes about any tips or tricks that you notice. For instance, you might notice that your coworkers tend to ask their customers a lot of open-ended questions. This makes customers feel more comfortable and then tend to stay on the call longer. Get a friend to go through a pretend phone call with you and record it. Or, put a real caller on speakerphone and record your conversation. Then, play back the call. Pay attention to the clarity and speed of your voice. Look for areas that you can improve on, like sounding friendly early on in the call. Most telemarketing companies will provide at least one online or in-person training period for all representatives. Go to as many of these sessions as you can, especially when you are first starting out. Write down your own notes to consult later. Ask any questions that come to mind. This sessions are also important because they often involve a practicing component. For example, you may get to work with a partner making calls. As part of your training, you’ll likely learn about the particular laws that apply to telemarketers in your location and sales area. Pay close attention to this information and reread the guidelines every few weeks. If you are concerned about a regulation impacts a particular call, put the customer on hold and ask your supervisor. For example, the Federal Trade Commission regulates much of what telemarketers can promise their customers. If you oversell the benefits of a particular product, then both you and your company could get into trouble.
Learn from more experienced agents. Record yourself talking. Attend any training sessions. Follow all legal regulations and laws.