The Complete Guide to Telemarketing Management (Paperback)

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Key Phrases: Managing Your Telemarketing Program, New York, International Report (more...)

Editorial Reviews

Product Description

"Getting the Most out of Every Phone You Own" is the first chapter of this book -- but it's more than just an optimistic beginning. The Complete Guide to Telemarketing Management describes how to make maximum productivity an attainable and realistic objective. This all-inclusive sourcebook covers every aspect of running a call center from start-up through day-to-day execution. The author explores all the vital issues a manager confronts, and shows you how to:
-Make the most of telemarketing's unique advantages and requirements.
-Target and develop "ideal" prospects.
-Script every stage of a call, develop a script, and answer objections.
-Fully utilize your human resources through effective hiring, training, compensation, and positive feedback.
-Design and maintain a profitable call center.
-Avoid ethical and legal problems connected with fundraising, calling hours, monitoring employees, and unsolicited calls.

Filled with dozens of sample scripts, forms, training formats, charts,and case studies, this complete telemarketing call center tool kit will help you mobilize your operations - and maximize your profits - in every way.

Product Details

• Paperback: 333 pages
• Publisher: Phone for Success; 2 edition (February 2000)
• Language: English
• ISBN-10: 0965892506
• ISBN-13: 978-0965892506
• Product Dimensions: 9.9 x 6.9 x 0.8 inches
• Shipping Weight: 1.4 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon.com Sales Rank: #173,063 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

61 of 61 people found the following review helpful:

5.0 out of 5 stars This book is essential for any sales and marketing library, June 20, 1999

By A Customer

This book is the most frequently referred to book in my sales and marketing library. This volume is a logical, well thought out step-by-step guide (complete with sample forms and dialogue guides) to successful telemarketing management.

However, what is unique about this volume is that it moves telemarketing into the 21st Century. It removes the "canned" mediocre, scripted pitch approach from telemarketing and replaces it with customer dialogue guides and relationship selling concepts, which make sales, qualified appointments and strong customer relationships.

This book is essential in understanding and implementing profitable customer relationship selling in any business or call center.

31 of 31 people found the following review helpful:

5.0 out of 5 stars Practical, informative guidebook for any inside sales depart, April 19, 1999

By A Customer

This book gaves a thorough outline of the Inside Sales process. From start to finish, Joel gives the reader a handy guide to starting up and successfully managing a tele-center for your organization.

Includes not only how to hire, but who to hire, what technology to have in place, what scripts to have - how to write them - almost everything to help you in your efforts to begin a telecenter. Business executives will love the easy reading "how to" format of this guide as well as the on-going suggestions and motivation for continual improvement. I recommend this book to all sales managers who use telesales as an important part of their business success!