I read an article recently by an occupational health professional and it got me thinking about telesales or telemarketing team motivation. Given that they’re trying to sell ideas and your company to the outside world, it is desirable that they’re well motivated. There are many strands to this of course, but here are 6 ideas;
I’ve always found it beneficial to have ‘batches’ of time on the phone. Dedicated time. One call after another. Phoning is not always easy, but it certainly helps if you ‘get into the groove.’ Allowing individuals in teams to also be dealing with admin can get in the way. Often clients I work with will allocate the admin tasks to one or more members of their team for the day. Then the next day it will be someone else’s turn. But having lots of distractions and allowing that, will frequently make your team less productive.
This point is all about focus.
Music in the workplace
This is a tough one. I tend to prefer working without music. And when I’ve managed teams, they’re not had music. However if the general view is that the team works better with music – then fine. I notice a lot of creatives work with music.
But if you’re the manager, appreciate that it will probably work for some, and not for others. So beware. According to NHS research, music can have a beneficial impact on people’s ability to focus, but only if they like it. If necessary, you can always conduct a secret vote via email so that everyone has their say without fear of being swayed into making a decision that will harm their productivity.
Handling workplace conversations
Downtime at work is important, and therefore I encourage you to give your team members time away from the phones. They need regular breaks. However, don’t allow the atmosphere in the office to become too casual. Nothing wrong with a bit of banter, but keep it light and keep an eye on any team member who always seems to be at the centre of it. All the more so, if it’s gossip about other people in the company. Where necessary, take them to one side and talk to them about it. But don’t ignore it, thinking it, or they will change. They won’t. I know. I’ve been there!
Everyone is busy. It has always been so. But we mustn’t confuse busy with productive. The two things may be related, but they’re not the same. Help your team members, understand the importance of working smarter, not harder. Help them be organised and committed to deadlines and other people, both work colleagues as well as customers. If they struggle, simply making a list can help them focus and prioritise.
The myth of multitasking
Multi-tasking is a myth. Doing several things at once is often viewed as being really efficient and yet in reality, for most of us, it is the least effective way of working. It has been proven to be scientifically impossible too. Rather than creating distractions such as checking emails, why not suggest your team set aside time slots to check their inbox – say once every two hours – and don’t expect an immediate response from your own communications.
Play to their strengths
Apparently, studies show that peak alertness occurs at 10 a.m., coordination is best at 2 p.m. and reaction times are fastest around 3 p.m. So plan yours and their day effectively. Maybe having your weekly meeting on a Friday afternoon, rather than on a Monday morning makes better use of dead time. Don’t set tasks needing huge concentration for just after lunch.
The great thing about phoning is that everything is measurable. By all means record and review data on the effectiveness of calling at different times of the day and different times of the week. However in my experience of this over many years, I find that it doesn’t much matter.
Always look for ideas on how to motivate your team, and keep the job as interesting as you possibly can. If you have a happy team, you will feel better and more fulfilled and they will perform better. Everyone wins!
For ideas on team motivation and how to keep your telemarketing or telesales team firing on all cylinders, drop us a line email@example.com. To Market trains and develops telephone based teams across the Midlands ; Derby, Nottingham, Loughborough, Leicester, Rugby, Coventry, Birmingham, Solihull, Lichfield, Daventry, Northampton, Kettering, Corby, Wellingborough, Milton Keynes, Peterborough, Newmarket, Cambridge, Huntingdon, Nuneaton and Hinckley, as well as wider parts of Northamptonshire and Leicestershire.