At Incept we are not telemarketers or simply just phone representatives. We are Conversational Marketing™ Experts (CMEs). That title can be taken literally as we aim to put a focus of quality on each conversation we have while being able to effectively analyze and handle many different situations and questions brought up by our client’s donors. Quite frankly, we understand that we provide an intangible but crucial service to bolster our client’s recruitment needs.
Being a Conversational Marketing™ Expert (CME) goes beyond simply reading a script or even having the gift of gab. We are able to let the quality of our conversations speak for themselves; the appointments we get are simply byproducts of what we are really providing: great customer service. At the end of the day, we are literally the ambassadors for the blood centers we recruit for, and take our role as such very seriously.
In a day and age where you have to seemingly hurdle your way through a series of automated answers and voices to get any type of human help, all anyone really wants is to be able to identify with who they are talking to. That can’t be too much to ask for, can it? Let’s take a look at a few points explaining why an Incept Conversational Marketing™ Expert (CME) is, in essence, a human link between our clients and their donors.
- We think it is just as important to master the art of listening as it is to be conversational. Anyone can talk or read from a prompted script. But is an ordinary representative trained to listen for the needs of the donor between the words? Are your phone reps able to sense the needs or questions of your donors simply by listening to their voice inflection? By taking our company’s Leading by Listening approach to the level of our Conversational Marketing™ Experts (CMEs), we truly set the stage from the beginning of dialog with a sense of friendly helpfulness that aids in our efforts to build rapport with donors. We put their needs and questions first. It’s that simple and that easy.
- We take pride in not only providing quality service, but real-time education.Sometimes we all find ourselves in a situation where we need help finding the answers to something. Donors can be the same way. When a blood center needs blood in the form of converting whole blood donors to red cell donors, we aim to fully educate why that donor is needed for that type of donation, what it involves them doing, and how big of an impact they have within their communities. Whatever the case or call, each Conversational Marketing™ Expert (CME) is fluently trained and educated on the service we provide, but not just for our obvious benefit. It is an easy way for us to stay sharp professionally and encourages the use of our product or service education as a direct way to help that individual donor, ultimately strengthening the relationship.
- We want to leave each donor with a favorable impression, regardless of the call outcome. Closing out appointments is great. I love seeing my own stats above one-hundred percent. In a perfect world, we would get every appointment and close every call we make, but that is not how things tend to be. Overall, in order to uphold our mantra of being able to strengthen the relationship with our donors, we want them to be happy when they hang up the phone, even if that means not getting the appointment. Chances are we will call them back, so why not try to create polite camaraderie and rapport for the next time? This is something many telemarketing firms miss as they continue to push for hard front-end numbers, but don’t take customer satisfaction into play – they can tend to be overly aggressive. Aggressiveness is good for run-of-the-mill salesmen, whereas being Assumptive and Educational is what brings success to Conversational Marketing™ Experts (CMEs).
So, ultimately, what does it mean to be “the human link” in the world of telecommunications? Are your phone reps just another voice on the phone? The easiest thing to remember is that when it comes down to it, if we take the computers, scripts and even phones out of the equation, all we are doing is aiming to have quality and productive dialogs with the donor at hand. Aim to help first; don’t press for the close. Aim for quality in your conversations and results will be sure to follow.
What does it mean to you to be “the human link”?