This is one of the most commonly asked questions. At the end of the day, as a business owner, you need to make sure your virtual appointment setter is not slacking and delivering a full day of work.
Here are various triggers to keep things in check (from most important):
This is a simple and effective check point. If you know your campaign’s result averages, keep your finger on the pulse. Keep daily, weekly and monthly averages to be able and detect variations in results. Tracking conversions, dials, emails and other incremental progress allows for faster detection of a problem. End-of-day and end-of-week reports are very helpful.
Google has done it again, another “game changer”. We are able to post a spreadsheet in Google Documents that is shared with a client and an agent allowing for live access to information. All clients are able to see as agents are updating comments real time. Spot checking will help ensure that an appointment setter is moving from prospect to prospect.
Skype allows for 50 outbound phone calls per day. $2.95 per month is the cost of unlimited (or 50 outbound phone calls) to US and Canada. Our clients set up 2-3 accounts for the agent at $8.85 per month allowing full control. Clients can access the account to review number of dials and duration of the call in account history.
Instant communication. Every agent is responsible for being on Google Talk for the duration of the shift or provide an explanation for the absence. Although our team is monitoring Google Talk status during the day (we review status every 15 min), we ask our clients to install Google Talk Messaging on their desktops or mobile devices to open instant communication with your agent. Being involved helps to detect any issues early.
This is a final and very effective monitoring control. Technology allows for us to install a screen monitoring software and randomly grab screen shoots from your agent’s PC, and send them to our clients at the end of the day. Although agent knows this software has been installed, they are not able to control it or know when it takes place. Although it is time consuming, this steps absolutely assures compliance.
We talk about using our intuition (or gut feeling) in a number of chapters. If you feel your appointment setter is not delivering 100% every hour of every day – stop. Even if all steps are being followed. Your appointment setter might be working, but is your campaign working?
***back to “The Art of Appointment Setting”