Category Archives: Our Call Centre

Can you re-schedule my pension appointment as my calendar was already blocked-out?

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Dear Financial Advisor,
We have booked in excess of 5,000 pension appointments using the ‘Real Time’ Google Calendar system. This is the first time a financial advisor has claimed an appointment was already blocked-out at the time of booking.
Booking the pension appointment goes through a two stage process – the coordinator chooses an empty slot and then administration checks to see that there is plenty of travel time etc. Admin reported the calendar was completely clear at the time of checking.
We noted that the calendar was updated at your end shortly after the appointment was booked in before you formally notified us an hour later that the appointment clashed with another event. These are the facts.
Your version of events do not stack up. In short, it is impossible for an appointment to get through our administration process when the calendar is blocked-out.
We would of gone out of business a long time ago if  we could not get this basic process right.
As per our agreement we have provided you the full details to reschedule the appointment. The appointment is chargeable.
Best regards,
Ryan
Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

More questions and less babble at IFA Direct Home call centre!

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IFA Direct

Most people do not like the sound of their voice.

…..So we asked some of our IFA Direct Home co-ordinators to listen to one of their recent calls where they attempted to make a pension appointment. The idea being  to be as self critical as possible.

In summary, more questions and less babble is required at the IFA Direct call centre!  (or Geordie babble  for one member of staff)

Cringe!!!

The main point i noticed is i speak to much, keep saying basically and ok. The call was dragged out to long with someone who isn’t interested. Better questioning at the start would have saved half the call.

Jem
—————–
The call was sh*t to put it bluntly. I think he threw me with his yes, no answers.No exaggeration of “millions” or “massively”.
Explained charge percentages before gaining amount.
No oomph – no personality. You have permission to slap me the next time I say Sir! I gave up too easily.

Lou
—————–
Interesting to hear, a lot of skirting around the point (errrm’s) can see where I missed a few opportunities to close, too long and drawn out.

Martin
—————

WOW! That was awesome. Do I really sound that young on the phone??

There are several things I noticed:

1. Emphasised key words ‘Massively’ and ‘Regulated Financial Advice’ omitted from Hook

2. Much too much talking by me and not enough ‘open’ questions asked, eg How, Why, When, Where, etc

3. He told me at the beginning of the call that he was still paying into the PPP, but I asked him again towards the end of the call and I expressed great surprise, as if I didn’t know! It sounded insincere and I need to make more notes as I go along!!!

Changes I’ll implement immediately:

1. Emphasise the Keywords in the Hook

2. Much less talking by myself and cut out the ‘waffling’

3. Ask more open questions, to express a genuine interest

4. Hone my listening skills and make more notes as I go along

I feel this has been a great help to me and will ensure I introduce these changes immediately!

Incidentally, this one resulted in an appointment.

Peter
—————–

Hi
I listened and seems ok … he will have a review in new year… as he said too busy now and if I pushed it he would prob not bother at all… I could have sounded more up beat maybe…

Jacqueline
—————–

This call he had no idea who his pension was with only employer and he has no documents, informed him to through online gov site and trace pension as we cannot help until he know his info. Could have done this much quicker, call was possibly too customer service like.
Said OK far too many times.

Jemma
—————–

I thought I was pretty good. Set up a good callback but he didn’t pick up phone. My fault as I rang at the wrong time. If anything I should have closed him instead of waffling about benefits too much.

Michael
—————–

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

TalkTalk data hack reduces the number of pension appointments made by 20%

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Pension Appointment
IFA Direct Appointment

The recent TalkTalk data hack and the very negative publicity that has lingered on during the month of October and November has reduced the number of booked pension appointments made during this period  by 20%.

The last month has seen an increase in the ratio of calls to appointments made up from the past years average of 1 in 64  to 1 in 81 (appointment made that meets criteria versus calls made that are not interested).

The same period last year saw a ratio is 1 in 67, making it 20% more difficult.  However, it has been higher than 1 in 81 in the past year. March broke the record at 1 in 95!

Strangely in March it was a record month for IFA Direct where it booked in excess of 200 appointments –  perhaps a strange mixture of the anticipated pension reforms that were due to take place in April and the news that the ICO were to impose huge fines on  firms who flout rules on direct marketing,

The reason it went to 1 in 95 was the action by the UK government to fine cold callers. This news was announced on the 25 February 2015. http://www.bbc.com/news/uk-31616523

You can search on Google for trending words such as nuisance calls or cold call to gauge consumer sentiment . You can see in March and October  that the number of searches for nuisance calls or cold calls spiked in response to the news.

In October the TalkTalk data hack news led to a spike on the 25-31 October 2015  at 100 (100 is the max during that period) for the term nuisance calls. However, a week later 1-7 November 2015 it was down to 55 a huge drop of 45%, looking like the news was already fading and past its peak.

google trend

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

RMT Direct is 3 years Old!

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rmt direct

RMT Direct celebrated it third birthday last month.  It was registered as a domain 3 years ago on Oct 12, 2012.

Looking at the ‘wayback machine’ – an excellent web tool for snooping at a companies past, you can see how far RMT Direct has come.

http://web.archive.org/web/20130112042237/http://www.rmtdirect.com/

RMT Direct was founded by Ryan Mellor and Charlotte Till and ‘RMT’ stands for Ryan Mellor Till.

RMT Direct started out from a small 2 bedroom apartment  generating various outbound telemarketing campaigns to UK clients.

RMT Direct has grown to a 24 seat call centre and is now ranked #1 on Google UK for financial advice leads and IFA appointments and its aim is to be largest suppliers of IFA appointments in the UK.

RMT Direct currently generates in excess of 150+ IFA appointments every month and its latest creation due to be launched in Jan 2016, is a website that will be capable of generating 100 online leads per day.  http://www.find-a-local-ifa.co.uk

In 2015, RMT Recruitment was formed and RMT Direct Ltd became RMT Group (UK) Ltd in the process. RMT Direct is now all but a web portal and attracts around 300 unique visitors every month from around 20,000 financial advisors that operate in the UK.

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

A woeful tale of a telemarketer

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file000925320793

“Hello, hello, hello, hello”, you’ll hear my desperate cry

Sadly, “What do you want”, is too often the reply

“I’ve never had an accident and never had PPI”

“Why don’t you get a proper job, or just crawl away and die”

I say “I’m not trying to sell you anything, it’s just a straight-forward Review”

“‘cos I’m just a simple person…in fact, I’m just like you!”

“I don’t wish to sound rude, I’m not even trying to be funny”

“My sole purpose in this life, is to save you loads of money!”

“I understand your comment, that I need to get a life”

“But I have a car to run and a rather expensive wife”

“So, all I want to do is help you and to show how much I care”

“A couple of minutes with you now, is all I want to share”

“Oh!..and by the way, I meant to SINCERELY mention”

“Have you at any time, paid into a Personal Pension?”

“Hello, hello, hello, hello!”

A little ode I put together –  Peter Buckley, Co-ordinator at IFA Direct Home

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

Behind the scenes at RMT Direct

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Steve Garbett

It might be Friday, but we are still working hard in the office on your behalf at the RMT Group. Introducing Steven Garbett who is our top telephone co-ordinator for making appointments to help people reduce their pension charges through IFA Direct Home.

Jeff Bertrand

The RMT Recruitment brand is part of the RMT Group helping source clients searching for a new career in the UK and overseas in the financial sector. Introducing Co-founder Jeff Bertrand at RMT Recruitment office who extends and assists the recruiting arm adding a competitive advantage by sourcing, recruiting and hiring top level talent for it’s clients.

Charlotte Till

We know who is BOSS at the RMT Group in the office… spot the coffee mug.

ryan e. mellor

Ryan Mellor Co-founder of the RMT Group has been busy this week connecting with IFA’s across the UK to join us in business to business.

RMT Direct the web portal and registered trademark of RMT Group is ranked number #1  on Google UK for financial services leads.

Ryan Mellor, Co-founder at RMT Direct

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

A Day in the Life of Charlotte Till – Operations Director at RMT Group

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charlotte till

Being the Co-founder & Operations Director of RMT Group (UK) Ltd, the role of Operations Director has been established and adapted by myself from the very beginning. My main role, consist of looking after the IFAs needs and managing the co-ordinators who call on behalf of IFA Direct Home. It’s a kind of tug of war between the IFAs high demands and the co-ordinators desire to book as many appointments as possible.

Once the financial advisors have signed up to a campaign of IFA appointments through the web portal RMT Direct, they are passed over to me. After setting up the diaries, ordering the data and getting the IFA set up on our system, we are ready to go. My main role with the financial advisors is to make sure that their campaign runs smoothly, at both ends and answer any questions or queries that they have.

Even though, we all do the same job every day no day has ever been the same. With up to 24 co-ordinators spread over 2 offices, it can get very busy and noisy. The staff always has many questions and quite often would like me to do the impossible. For example, “ I have a client who is only available at 8 O’clock, Friday evening. The IFA ‘s diary shows him as busy at that time, but can I book it please?”. Obviously, my answer is no.

The co-ordinators work from a dialler and a CRM and it is up to me to make sure that they manage their time efficiently and that they are doing what they should be doing. I believe I am quite a fair manager, so mainly I am just making sure they get on with the task in hand. As I mentioned before, I do get asked a lot of questions every day. I can’t say I always know the answer, but I have the IFA’s on board to ask if I do not know something.

Working with both the co-ordinators and the IFAs, I am the go between the two of them. I am sure every now and then, they would love to be in contact with each other, but that is my job! I am fair to both parties and always investigate any issues fully and answer any questions given to me. Basically, the final decision is mine.

I am very lucky to have an amazing colleague, Ann, who assists me in all that I do. Thanks Ann!

I enjoy my job very much. I enjoy working with the co-ordinators and the IFAs and feel that I have a good relationship with all parties.

Charlotte Till, Co-founder at RMT Direct

If you are a financial advisor and you would like to work with us, please visit RMT Direct.

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

B2C Cold Calling – The Benefits

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benefits

When we are generating IFA Leads, we divide the call into 4 parts, the introduction, expansion, home run and the benefits.

This post will look into more detail as to what should happen in benefits part of the call. The benefits part, like the expansion part is the most unscripted part of B2C Cold calling process.

It re-caps the main key benefit of the appointment with the IFA.  At this point I should make a distinction between features and benefits, which is commonly confused.

Features are defined as surface statements about your product, such as what it can do, its dimensions and specs and so on. ie. the initial appointment with the IFA is free of cost and with no obligation.

Benefits, by definition, show the end result of what a product can actually accomplish for the reader. ie. The appointment could increase your pension.

Here are the top 10 benefits of a pension review with an IFA. They are:

  • Increase your final pension
  • Check existing charges
  • Reduce your charges
  • Final pension projection
  • Increase your tax-free cash
  • Consolidate your existing pensions
  • Up to date information
  • Give yourself peace of mind
  • Ensure your loved-ones receive the proceeds of your pension free of tax

What will happen at the appointment is that the IFA will write to your pension firm from which he will prepare a report. From this he will make any recommendations if he can better what you currently have. The review will have the intention of checking your existing pension charges which will increase your retirement income and will also give you a final pension projection. It will also serve to give you the latest up to date information.

Just to confirm your address and postcode______________.

What will happen next is that you will receive a confirmation email including a profile of the IFA advisor with FCA reference numbers. We will also confirm with a text. Should you not be able to make the appointment and need to reschedule please just call us and we will be happy to reschedule. Contact telephone number will be on the email. The details of this campaign can be found on our website: www.ifa-direct.com under about us.

Ryan Mellor, Co-founder at RMT Direct

If you are a financial advisor and you would like to work with us, please visit RMT Direct.

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

B2C Cold Calling – The Home Run

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home run

At IFA Direct Home we divide the call into 4 parts, the introduction, expansion, home run and the benefits.

This post will look into more detail as to what should happen in home run part of the call. The home run, like the introduction is the most scripted part of B2C Cold calling process and is the most assumptive.

Generally speaking if you have done The Expansion part correctly and gained all the relevant information, given the prospect the likely pension savings and asked whether they would like to make these kind of savings for which they reply “yes”, then there is no need to ask for an appointment. You just book the appointment and use the “Assumptive Close”. It goes something like this…..

The Home Run

Well I just want to explain who we are and what we are about. IFA Direct Home is essentially a collective of IFA’s – some 30+ IFA firms that networks the UK. All of our IFA’s are FCA regulated meaning that if they cannot better what you currently have then they are obliged to leave your pension where it is.

Many IFA’s working this campaign have negotiated directly with pension companies to get favourable reduction in pension charges so they can almost certainly better what you currently have. Some are as low as 0.38%!

If they cannot better what you currently have then there advice would be to leave your pension where it is so it really is a win, win situation you have nothing to lose. Your IFA is ________________and I am just looking in his diary now. He is free next Tuesday, Wednesday – when is best for you? Mornings, afternoons or evening?

Before you attempt this part of the call – you have to have covered and shut all the doors in the sales corridor.

Ryan Mellor, Co-founder at RMT Direct

If you are a financial advisor and you would like to work with us, please visit RMT Direct.

 

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.

B2C Cold Calling – The Expansion

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B2C Cold Call
The who, what, why, where, when and how

At IFA Direct we divide the call into 4 parts, the introduction, expansion, home run and the benefits.

This post will look into more detail what should happen in the expansion part of the call. The expansion is the most unscripted part of B2C Cold calling process and is generally the longest part of the call. Its essentially, the fact find part of the call where the caller will find all the pertinent information relating to the prospect. It is the who, what, why, where, when and how.

So many time newbies working in our B2C team, given any interest in the hook part of the call by the prospect will talk at the prospect rather than ask the who, what, why, where, when and how.

One guy who was working in our call centre, who I will not name, talked non-stop for 3 minutes, simply because the prospect had a pension. When questioned why he had talked non-stop for 3 minutes he said “well he had a £20,000 pension, so I had to tell him everything….!”

No doubt he had been so relieved from the previous 50 “not interested’s” that he fell into the classic trap of telling and not selling. Ironically, this approach would be more likely lead to boring the prospect or pushing the prospect away, rather than achieving the desired outcome of generating a need and booking an appointment.

Selling is asking the who, what, why, where, when and how. Asking for example “Who is your pension with?..How long have you had the pension….What type of pension is it….What is the value of your pension?

Once you have basic information regarding the prospect, you  then maybe armed to calculate potential savings from Annual Management Charges (AMC) . If you could demonstrate a £5,000 saving in AMC over 5 years before their 55th birthday, they are more likely to engage with you, take note and perhaps book and an appointment to see a financial advisor, rather than if you simply told them this.

You can thing bring other relevant benefits into the B2C cold call such as the possibility of transferring to a more flexible pension which they probably don’t have and need. Simple.

Ryan Mellor, Co-founder at RMT Direct

If you are a financial advisor and you would like to work with us, please visit RMT Direct.

Ryan Mellor is Co-founder of RMT Group, RMT Direct Leads, IFA Direct Home, RegulatedAdvice.co.uk and Local Professional Direct.