In telemarketing, especially in sales, a telemarketer must follow rigid guidelines and etiquettes whenever he calls up a customer. This, aside from the fact that telemarketing calls are monitored by the Australian Communications and Media Authority, is done to show respect and value to a customer. It is the duty of a telephone skills trainer to impart these guidelines to every telemarketer during the required training seminar for the job. Telephone skills trainers are usually employed by call centres, telemarketing firms, and customer services companies to train new applicants or re-train employees.
During a training seminar, a telephone skills trainer must perform the following functions
- Monitor Employee Progress- a seminar is usually divided into modules with specified targeted telephone skills to enhance. At the end of every module, telephone skills trainers must subject the trainees to written exams or exercises to see if they have understood the lessons of the module.
- Explain Every Module Clearly and Concisely- a telephone skills trainer must let the telemarketers in training know the reason for every call regulation detail by detail. This is done to provide them with a solid background to work on and keep them from asking redundant questions later.
- Check Up on Employees Who Finished the Training- telephone skills trainers will regularly check telemarketers by calling them up anonymously and see if they are putting their training into practice. These anonymous callers are generally called \mystery shoppers.""
Aside from these functions, telephone skills trainers should be good communicators, highly organised, and personable.Job RequirementsTelephone skills trainers should themselves have undergone training on telephone skills, as well as years of experience in the field. Telemarketers can ascend to a telephone skills trainer position if they perform exceedingly well. Salaries for telephone skills trainers are relatively high.""
