Prospect of telemarketing development:
I believe that many people engaged in telemarketing, like me, have never thought about the future of this industry. Although I also inspected the company's Qian Jing and future, I chose the former. In the process of growing up with the company, I found that I turned from Qian Jing to love telemarketing, and I also got some knowledge about this industry.
There are two situations to enter telemarketing. One is that she came here because she likes telemarketing. I don't know why the other one came, maybe because of the pressure of life, maybe to accumulate work experience, maybe for? Whatever it is, they came and stayed. Investigate and summarize the reasons why people stay in telemarketing, and there are four reasons:
Telemarketing is indoor work, which will be much easier than outdoor work;
Telemarketing relies on a telephone to do business, which is relatively simple to realize;
Telesalesmen generally enjoy higher commission and can make money;
Telemarketing can learn a lot and lay a foundation for future work.
China is one of the most potential places for telemarketing in the world. In 2003, the number of employees in direct selling related industries was 6 million, of which 4.6 million were related to telemarketing. In 2008, it directly increased to150,000. According to statistics, in 2003, the turnover created by national direct selling was $656.2 billion. The telephone sales ratio is 4 1.6%. It is predicted that China will remain a big country in telephone sales in the next 10 year, that is, 20 18 years. China needs 30-35 million telemarketers of all kinds, which is an industry and a popular occupation with a large number of employees in China.
Nowadays, the call center industry in China is surging, and the call center has become an important department for most enterprises to implement their strategies. China has become the world's OEM and the first choice for offshore outsourcing of multinational groups. After 20 years of talent accumulation, the call center has completed the change of staff quality, but it has not completely completed the process of talent accumulation. The call center industry is also facing problems such as lack of talents and difficulty in introducing high-end talents.
As a call center employee, how to grasp the opportunity of the current industry development, grasp the opportunity that enterprises give more intelligence to the call center, and complete the design and development of their career planning? Let's see what talents are lacking in call centers in China today.
The first is the high-end management talents in the call center. At present, the management of the call center is basically composed of two types of personnel, one is the customer service representative who has been promoted from practice, and the other is the person who has jumped from other positions. The first type of managers have rich front-line experience, but due to the limitation of basic quality and management experience, it is difficult to undertake the task of the current call center strategy executor; The second type of managers, due to the lack of experience in call center operation and refined management awareness, can't lead China call center to the road of standardized and digital management. The lack of high-end call center management talents is the opportunity for customer service representatives to make career planning. Customer service representatives can make career planning along the career path from front-line agents to team leaders to supervisors to traffic managers to traffic directors.
Secondly, the call center trains experts. The business division of the call center is more and more detailed, and the skills needed are more and more extensive, including voice, language, communication, marketing, conflict handling, data analysis, process shaping, customer expectation management, customer satisfaction management, customer care, service model innovation, profit model innovation and so on. The demand for these skills has led to the prosperity of the call center training industry. At present, most of the outstanding management talents in domestic call centers have turned to the training industry, but training is still a hot talent in the industry. Call center trainer is another career development channel that practitioners can choose.
Third, call center management consultant. The rapid development of China's call center industry has encountered unprecedented demand for call center operation and management and talent bottleneck. Many call centers need experts to help them establish professional operation centers and first-class service levels. Customer service representatives can become call center management consultants through hard work.
Fourth, other functional personnel. Call center employees serve customers at all levels outside the enterprise, and they need to know the operation process and business content of the enterprise, which has become the biggest advantage of other occupations in the enterprise. At work, employees of enterprise call centers can constantly examine their hobbies and adjust their functions to business, marketing, data analysis and so on. In most enterprises, the call center has become the base of enterprise talent training. Employees who come out of the call center have a sense of service and customer, fully understand the overall operation process of the enterprise and have the ability to think systematically, which is often better.
However, if an agent wants to succeed in his career, he must do the following in this career:
Familiar with the company's business, operation mode and operation process;
Study the management model, operation process, profit model and department value of the call center;
Form a comprehensive management quality and ability, and extensively dabble in various fields of knowledge, including finance, human resources, business, data, sales, etc.
Customer relationship management ability;
Strong teamwork, strategy implementation, business negotiation, understanding and communication skills;
Be good at grasping and using training opportunities, and constantly learn and improve yourself.
China is becoming the base of information service industry in the world, and the call center industry is facing unprecedented opportunities. Major multinational groups have moved their call centers to China one after another, and the competition for all kinds of talents in call centers is more intense, among which multilingual talents, senior management talents and data analysis talents are in the greatest demand. There is a serious imbalance between the supply and demand of talents in the call center, but this imbalance is a great opportunity for the development of employees.
When we talk about career development planning, we often think that enterprises are doing career development planning for employees. In fact, employees themselves are the key to career development planning. When enterprises use talents, what they consider most is the cost-benefit ratio of talents and the matching degree between positions and abilities. Few people really use competency model and interest personality model to actively carry out career development for employees. I will be the host tomorrow. Employees need to constantly examine whether their personality, hobbies and abilities match their current occupations. The most important thing is to use all available opportunities to learn relevant knowledge and skills, and take the initiative to ask for a job that you are interested in and have the ability to do well. On the one hand, call centers or enterprises should take the initiative to help employees plan their careers, so that the right people can be used in the right positions to maximize the benefits of enterprises. On the other hand, employees should design their own career development goals at the place of employment, constantly make use of all available training opportunities, learn and grow themselves, and constantly advance towards their career goals.
Prospect of telemarketing development:
Through telephone shopping, people are willing to buy commodities such as daily necessities, books and records, fitness equipment, household appliances and food. These goods are especially suitable for telephone explanation in use and experience. Sellers usually broadcast advertisements on TV, newspapers and radio stations first, and announce the hotline. Telemarketing often becomes an extension and supplement of media advertising, which not only publicizes products, wins customers, but also saves millions of dollars in advertising fees. In addition to selling goods, hotels, travel agencies, insurance companies, airlines, consulting companies and clubs also use telephones for business promotion and market research, which can get twice the result with half the effort.
Telemarketing is to promote your customers through telephone communication without people going out, and then send fax materials and emails if you are interested, and then send someone over when it is finalized. Its advantages are large quantity and wide coverage, but it is easy to be rejected and distrusted.