Telephone sales training and coaching needs change every year...
Standards universally tend to slip year on year (month on month usually) unless you are particularly watchful and organised with telesales coaching, it's a fact of life in business. Telesales departments are often run simply on KPI returns and actions taken to announce those figures! Madness, and the road to an implosion in the department.
Technology such as VOIP and CRM systems and all manner of reporting devices and clever technical advances are all interesting and often changing upward for the better but the bottom line year on year is that those operating and working in telephone sales from small companies to large call centres see standards slip as soon as coaching stops and training is left off the menu. Giving people all singing and dancing computer screens never helps them sell better, never helps them realise that it is time in the phone that counts.
Most training and development can be summed as a few hours or days listening to others and then later being hammered with KPI results.
KPI led sales coaching is as much use as a chocolate fireguard. Just telling staff to improve figures does not work. Telephone sales coaching is a real skill and can only effectively be passed on by those with a business lifetime of experience in the front line of making cold calls, making appointments, opening accounts, looking after and closing big deals. Anyone in their twenties to forties claiming to be a sales coach is not. He is a failed salesman running his car on the hard shoulder of the motorway of sales. Sales people in their 20s and 30s usually remain sales people they do not become coaches!
Confident, competent telephone sales coaches arrive at the end of their successful careers not in the middle of it. So your telephone sales training needs should be met professionally year on year. Forget also the "selling themselves" merchants who lead the great unwashed through a two hour tour de force sales seminar and focus on the guys who work with individuals to ensure they all have the required depth of knowledge on why customers buy and why they do not buy. Why it's important to work very smartly instead of dogged commitment to a sales process that allows 80% of the working day to be spent scrolling through screens and researching leads. To make this your team's year get in touch with an authentic, time served telephone sales coach.