As promised, this post is devoted to how to find a great Telemarketing Manager (or how to turn the person you have into a great Telemarketing Manager!)
When hiring a manger to run a call center, I suggest that you look for the following attributes:
- Fun
- Positive Outlook
- Energetic
- Sense of Humor
- Organized
- Intelligent
- Basic Computer Skills
- Strong Phone Skills
You may notice that I listed strong phone skills last. I have actually found that being a top telemarketer themselves is not that important. Managing a team of telemarketers requires an understanding of telemarketing, but more importantly, it requires an endlessly positive attitude, good people skills and fabulous organizational skills.
My advice is always, hire the person with the right personality for the job – then train the rest! You can train management skills, computer skills, even phone skills…. You can put procedures and systems in place to ensure the call center runs smoothly…. But you can’t make a miserable person happy! So hire the happy person. That energy and enthusiasm will always keep spirits high in a telemarketing room. And happy telemarketers get better results!
So, what to do if you have a manager who isn’t getting the results you need? Firstly, evaluate them. Are they positive, bubbly, helpful, friendly? If not, you may need to find someone new. If however, they do possess these attributes, then provide them with training. My book, Recruit, Train, Motivate was written for this very purpose. It will help you with every aspect of running a Top Telemarketing room. You can also consider training courses run in your area or even one on one coaching.
Happy Telemarketing!
