Category Archives: Telemarketing

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.

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.

B2C Cold Calling – The Introduction

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b2c cold calling

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 what should happen in the introduction. The introduction is the most repetitive part of B2C Cold calling process and should last no more than 30-45 seconds. Its essentially about getting the prospect interested and talking. The first 10 seconds is key in influencing how the rest of the call went.

1. Introduce your name and company – Do not ask how they are….pointless.

2. Introduce subject – Explain what the purpose of the call is. Get them talking as early as possible around 10 seconds is good.

3. Deliver ‘The Hook’ – Show how it can benefit the consumer.

4. Ask question  – Ask the killer question, in asking a closed question which leads into the The Expansion part of the call, which is the who, what why, where and when or kill the call.

B2C Cold Call Introduction

HOOK: Hello, is that xx? My name’s Ryan Mellor from IFA Direct Home.

The reason for my call is that I don’t know if you are aware but this year has seen some of the most fundamental changes to pension policy ever. – where you now have the option of cashing in your pension at 55.

I don’t know if you have seen this in the news?

Well the first problem is that 95% of pensions are not compliant with the new pension freedoms – so you can’t cash in your pension. Secondly,  many of these older pensions are known to be massively overcharging.

Working with local IFA firms, we have already helped in excess of 1200 pension holders save on average £600 per year since April last year.

So my question to you is….have you ever paid into a pension at any point in your life?

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.

Telemarketing Humour Sells!

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telemarketing humour

It is no coincidence that telemarketers that laugh and inject humour into their calls …..can certainly book more appointments.

Making a joke can be a great ice breaker for many people and the successful telemarketer that uses humour  will no doubt have the upper hand. After all, humour is just one of the many of the tools available to a telemarketer.

We have compiled a list of some of the lines and telemarketing humour that are used at RMT Direct to break the ice when trying to engage with the client and book an appointment:

Can you spare a couple of minutes as I’m sure you’ve nothing better to do at the moment (knowing full well that most people are rushed off their feet and can’t spare the time to be sold to)

The IFA comes completely free although the only charge will be a cup of tea and a biscuit!

Unless you win the lottery between now and your retirment when are you looking to retire.

I want to talk to you about your pension which I know is really interesting (knowing full well that its the most non-urgent boring subject around)

Are you like most people…. that you have a pension but don’t have a clue how its performing or even who its with….well we can help?

When are you thinking of retiring, apart from some time this afternoon.

4 ways humour can have a positive impact on a call

  1. Control – if you can make them genuinely laugh, its a form of control. Without control you will sell nothing.
  2. Engage – its imperative that you engage with the client – laughter and humour is one form engagement.
  3. Confidence – People want to do business with persons who are both credible and confident.  You will be credible and confident as you will come across as being relaxed.
  4. Interest –  humour can be the spark that turns things around and ensures that you maintain interest.

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.

3 types of telemarketers at RMT Direct

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RMT Direct
3 types of telemarketers at RMT Direct

There are 3 types of telemarketers that come through our doors at RMT Direct:

1. Those that can do the job and love it.

2. Those can do the job and hate it.

3. Those that can’t do the job.

In striving to employ staff at RMT Direct we are looking for staff that can do the job and love it, we look for the following qualities in any new staff.

Attitude – Without the right attitude and a strong work ethic, no amount or training or aptitude will make a person successful at booking appointments.

Can Sell –   Over the years at RMT Direct, we have found a huge difference between those can close and those that can’t. Although appointment does not involve selling anything directly, if you are more customer service than sales  – then appointment setting is probably not for you.

Resilient – Rejection is a very real part of booking appointments and part of daily life at RMT Direct, especially when focusing on cold leads. A great telemarketer isn’t easily discouraged.  Last year (2014) we had to go through 68,000 no’s to generate 1200 appointments.

Empathy – Telemarketers have to relate to the customer, it shows up as listening more than talking and empathising with the client before getting your point across.

Organised – Using the RMT Direct CRM efficiently and effectively, setting events and binning call backs that you can’t get hold is a key ingredient for a telemarketer to succeed.

A Great Voice – A clear, friendly yet authoritative voice works wonders.

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.

Hi, this is Ryan Mellor at IFA Direct Home….

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ryan mellor ifa direct
Hi, this is Ryan Mellor at  IFA Direct Home UK….How are you today?

The amount of times when running through role play with new members of staff during training that they start the conversation with “How are you today?” I have lost count.

Not only is it false, but it wastes valuable time on the phone. Your aim in a cold call is to get their interest  – deliver the hook or the point of the call  and then get them talking. You have around 20 to 30 seconds at best to achieve this.

You should start the call by saying this is “Hi this is Ryan Mellor at IFA Direct Home, the reason from my call and I don’t know if you are aware but”……gets to point  of the immediately. Stating “I don’t know if are aware” makes the conversation relevant to the person so you are immediately avoiding the classic mistake of talking at the person rather than with them.

At IFA Direct Home when we call consumers, we only use opted-in mobile data which we call during office hours. Very few people like receiving cold calls at the best of  times – but using the phrase “how are you today” when time is at a premium and you’ve never spoken to that person before is one of the most common mistakes made by telemarketers as it has the tendency to wind the person up the wrong way before you have got to your point.

The person taking the call  is much more likely to think this is a sales call leading them to think to themselves that “I am not interested.” For the sake of your own sales figures and sanity to STOP IT IMMEDIATELY!

Ryan Mellor, Co-founder at RMT Direct Leads

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

 

 

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