World Class Cold Callers

Building the best team to ensure clients the best results

Finding the right people

The first step is locating the best people for the job. Let’s face it, not everyone is cut out for cold calling. Among other things, it takes a person who is naturally outgoing over the phone, is comfortable with small talk, and, at times, has a very thick skin. Salisbury, Maryland, located about thirty minutes from the Chesapeake Bay on one side and the Atlantic Ocean on the other, is blessed with an abundance of people with just these traits. Perhaps because of the natural hospitality that folks around there have enjoyed for generations, we are able to ensure that the individuals we recruit, hire and train all start out with these essential traits that make them natural, exceptional salespeople.

Intensive, ongoing training

However, finding the right people is just the first step in the process of creating the perfect telesales team. We then take these naturally talented people and put them through our extensive training program. We not only tell our new hires how to achieve results, we show them. Our training specialists, often with a sales background themselves, go through a successful call step by step, from finding the correct person to talk speak with to making the sale. Techniques on prospect mirroring, covert persuasion, overcoming objections, and others are all an integral part of the training process. These techniques and skills are taught when a new associate joins the EBC and are refined through repeated practice and ongoing training sessions.

New hires then start with research and follow up calls. Each one makes his or her first call in a group setting so everyone can learn and support one another. They shadow our most experienced and talented callers to learn more tricks of the trade. Dozens of times per week, each person speaks with meeting planners and carries out detailed reviews of past events booked. EBC workers make hundreds of these calls successfully per month before graduating from level one researcher. Even our most experienced team members continue to hone their abilities. Each week teams of workers gather to discuss best practices, review challenging calls, and practice their skills.

Rigorous management and oversight

Of course, there’s more to running a successful call center than hiring great people and giving them great training. That’s where our team of sales managers comes in. They support their team members’ efforts and hold them to exacting standards. Daily output totals are calculated and posted on white boards divided by teams. Each individual and team has a daily and monthly goal. Outstanding performers and teams are honored and individuals who are struggling receive additional training, support, and supervision.

We also take advantage of special software that monitors the daily activity of everyone in the EBC. Print outs of computer usage, web sites visited, and other statistics are posted on each worker’s cubicle for all to see. When needed for training or corrective purposes, managers can bring up a specific individual’s computer screen and watch the activity on their monitor in real time. Everyone in the EBC is committed to putting forth the extra effort and exceeding expectations for our clients.