How To Insulate Your Sales Staff From The “Rough And Tumble” Of Live Transfer Leads Using A Live Call Screener

Anyone who has used voice broadcasting (automated telemarketing) for their company’s lead generation system knows that the responses one gets from a live response broadcast can be a bit “rough and tumble”.  In other words, many respondents simply ask to be removed from the call list, and some can get a bit irate.  A savvy businessperson will want to shield the sales staff from this aspect of the “raw” response calls, so they’re better able to positively focus on obtaining qualified leads and sales.

With just a bit of planning this can be easily done.  Simply assign the task of raw call screening to a staff member, and have all the calls arrive at their phone.  Train the screener to answer the calls in a very specific manner. Their answering script should contain only two parts;

1 – a greeting thanking the caller for responding
2 – a question asking if the caller would like to be transferred for the purpose of the call

This will be easier to envision with a hypothetical situation. Our fictional broadcaster, Wonderful Web Widgets (WWW), is sending out a broadcast to businesses advertising their web design service. The listeners are prompted to “press 1″ to speak with someone about web design.  Here’s one way the call screener might answer the raw calls – “Hi, this is Amy, thanks for responding.  Would you like to be transferred to a web consultant?”

Note that Amy first acknowledges that the caller is responding to a call made by WWW, since it’s important for the positively interested prospect to know that Amy understands what’s going on.  Next, Amy asks if the prospect would like to be transferred to talk about web design.  Again, to the positively interested prospect, this is a perfectly natural question, to which they will normally answer “yes”. (Sometimes, they might ask a question about the service, but in such a case Amy will simply tell them that the consultant can answer them, and transfer them along to the sales team.)  However, to the negatively interested party, who has responded merely to ask to be removed from the list and/or complain about being called, Amy’s second question will usually result in a “no”, followed by the party’s real concern.

Using this technique will almost completely eliminate the “negative callers” speaking with your sales staff.  By shielding them from the negative emotions of some respondents, your sales staff will be happier and will be able to be more productive in answering live transferred voice broadcast calls.