| HEADSETS & TELEPHONES | | | | vital to be able to keep track of large quantities |
| The equipment your personnel use is important. | | | | of information and the numerous telephone calls |
| Don't let others tell you any different. Like the | | | | made. This is where project-tracking software |
| Sales Representative who looks forward to his or | | | | applies. |
| her new car every two years, so the telesales | | | | Using project-tracking software |
| person deserves to enjoy good equipment. Good, | | | | Project tracking software is often found within |
| practical equipment does make a difference. The | | | | the Construction Industry, where major building |
| Sales representative drives the car every day; it's | | | | projects can involve ten to twenty different |
| a tool of the profession. The staff work area, | | | | companies and hundreds of people. Records of |
| tools and equipment, like the Sales Rep's car, say | | | | names, dates, and progress have to be kept as it |
| something about them and the way in which they | | | | becomes vital to know who is involved in the |
| do their job. | | | | project, who needs to be spoken to, and what |
| Comfort and professionalism | | | | their telephone, 'fax, mobile, and email details are. |
| As the major tool of this trade is the telephone, it | | | | Keeping to strict deadlines with calls is vital using |
| is important to give serious thought to comfort, | | | | such a system. There may be only one day in a |
| ease of use, practicality and of course, cost. Let | | | | month when you will be able to speak to key |
| us look at some available options to help you | | | | people, and these important calls cannot be |
| become more comfortable, more professional, | | | | missed. Such telephone sales activity is known as |
| and more under control. | | | | 'Project Tracking', or 'Project Co-ordination' and |
| Headsets | | | | requires extensive telephone work to a wide |
| Headsets (A telephone mouthpiece and earpiece | | | | range of people. These include Architects, Project |
| which clip over the head) are available in a range | | | | Engineers, Designers, Planners, Surveyors, and |
| of styles and prices. The price depends upon the | | | | Estimators. |
| degree of sophistication and the quality of the | | | | Managers |
| headset. At the time of writing, headsets range in | | | | Managers find this type of software extremely |
| price from thirty pounds up to | | | | useful. It allows them to see exactly what calls |
| two-hundred-and-fifty pounds. | | | | have been made, to whom and by whom. Good |
| Some advantages of using a headset are:o Hands | | | | project-tracking software will also allow a Manager |
| are free to write, use a keyboard, or turn | | | | to key in a salesperson's name and find out how |
| pages.o Individuals may feel they can have a | | | | their call rate compares to others, what effect |
| more natural conversation.o The headset often | | | | the calls are having upon overall sales, and any of |
| helps personnel to cope with a noisy | | | | a wide permutation of factors which allows him or |
| environment.o The possibility of Repetitive Strain | | | | her to be fully informed. |
| Injury is reduced.o Headsets often look and feel | | | | Co-ordinating projects |
| more 'professional'. This could improve | | | | Project Co-ordinators and Managers will normally |
| performance of personnel. | | | | utilise specially designed computer software |
| Quick release | | | | programmes in order to keep accurate records. |
| Some headsets have a 'quick release' facility, | | | | These records would cover progress made, who |
| enabling them to be disconnected from the | | | | has been contacted and by whom, the names of |
| telephone line in order to leave the desk, simply | | | | key figures who make decisions, etc. The sales |
| plugging back in again when reseating. This is | | | | basics are the same, but the use of the |
| advantageous if your personnel need to move | | | | computer and software programme adds an |
| around a lot within the work area. Modern | | | | additional element. The project co-ordinator will |
| headsets are lightweight, easy to wear, and | | | | have the PC available, entering in important dates |
| remarkably efficient. | | | | and information on a daily basis. Software for |
| Comfort | | | | project tracking will also allow entry of other |
| A headset may not be appropriate for the casual | | | | information such as what was discussed, |
| telephone user, and there are those who 'just feel | | | | important dates, personal views, and when the |
| right' holding the telephone receiver when making | | | | next telephone call should be. It would also allow |
| a call. However, a headset may be ideal for your | | | | cross-reference to other projects. On an |
| personnel. Telecommunications companies have a | | | | appropriate day in the future, the computer will |
| range of headsets that are available to purchase | | | | notify the Project Co-ordinator that a return |
| over-the-counter or to order. BT has an excellent | | | | telephone call is due. Utilising such a system it |
| range in their own shops. If those you order turn | | | | should be possible to keep track of a very large |
| out to be inappropriate, you can simply return | | | | number of different projects. The software does |
| them, or change for an alternative style or model. | | | | the work, but the scheduled telephone work still |
| Telephones | | | | has to be done, and all new information has to be |
| Many modern telephones are equipped with an | | | | entered into the system. |
| extra socket for a headset. These allow the | | | | Many companies also use this system as an aid to |
| headset and handset to be used simultaneously, | | | | follow up literature on specific dates, say, eight to |
| as a training aid. You can monitor the staff | | | | ten days after it has been sent. Managers, as |
| member's handling of the telephone call. If the | | | | detailed above, find it an invaluable tool both for |
| telephone has a 'secrecy' button, you can also | | | | day-to-day management and for use in predicting |
| give on-line coaching. (See below). | | | | sales forecasts. |
| Handset adapters | | | | Advantages of Project tracking systemso Ease |
| Some telephone handsets will allow an adapter to | | | | of tracking many different contacts in a wide |
| be clipped on, which allows the handset to be held | | | | base of businesses.o One person is able to keep |
| comfortably between the shoulder and neck. | | | | track of, and co-ordinate complex activity.o Sales |
| These are a good alternative to headsets, but | | | | can be monitored and managed by the |
| may give insufficient freedom of movement. | | | | salesperson and executives.o Record keeping is |
| Features to look for | | | | precise and records are available.o Vast amounts |
| I would suggest that you consider one or more | | | | of information, easily accessible, can be called |
| of these features when deciding upon a telephone | | | | upon to focus sales activity.o Set up and running |
| for telesales use:o Clearly visible and | | | | properly, executives can keep a 'finger on the |
| easy-to-press buttons. Numbers can be tapped | | | | pulse' of a wide range of projects, sales activity |
| out easily and clearly - why waste valuable time?o | | | | and the effectiveness of sales campaigns. |
| Last number redial facility. This is a very useful | | | | Disadvantages of Project tracking systemso |
| function for those customers who are engaged or | | | | Problems can arise if the information is not |
| who want to be called back in a few minutes. If | | | | entered into the system, or entered in |
| someone forgets to check something - just press | | | | incorrectly.o When the system goes down, so |
| the button and he or she is back in touch.o | | | | does a high percentage of sales activity.o Such |
| Headset socket. As detailed above, there are | | | | systems cost money, in capital outlay, in training, |
| many advantages to a headset.o Lightweight | | | | and in maintenance. |
| handset. Heavy handsets may become | | | | OTHER USEFUL TOOLS |
| uncomfortable with prolonged useo Hands-free | | | | There are many other tools which may help to |
| facility. If the telephone user does not have a | | | | make telephone sales life more comfortable, |
| headset, a hands-free facility on the telephone will | | | | more ordered, and more manageable. Whilst |
| make some tasks easier, particularly if it is | | | | some of these may not be relevant to your |
| necessary to shuffle papers or write a lot. | | | | particular needs, they are all useful tools. |
| Some other useful featureso A volume control. | | | | Residential and Business telephone directories on |
| Some people speak very quietly. Asking the | | | | CD |
| person at the other end of the telephone to | | | | Telephone directories are now available on CD to |
| 'speak up' is not always appropriate. With a | | | | save time and money. If your company utilises |
| volume control this difficulty can be surmounted.o | | | | Computer systems as sales tools, this simple and |
| Dialler display. This shows the number being | | | | versatile extra can be invaluable. With millions of |
| called.o A longer, flexible lead between handset | | | | names, addresses and telephone numbers of |
| and main unit. Short and rigid handset leads are | | | | potential residential and business customers, it is |
| inhibitive to easy movement.o A 'secrecy' button. | | | | something worth thinking about. Of course, this |
| It may be necessary to check something with a | | | | depends upon the size and scope of your |
| colleague, and a secrecy button means this can | | | | business calling. |
| be done without the person at the other end of | | | | Increasing your comfort with office equipmento |
| the line overhearing. It also means that as a | | | | Use of footrests. Footrests are becoming more |
| manager, you can give coaching whilst your staff | | | | and more common in the workplace. They are |
| are actually on the telephone. | | | | available in a range of heights, styles and |
| All of these features may not be required for | | | | materials. A footrest can make all the difference |
| good telephone work. Different equipment suits | | | | to the level of personnel comfort and can |
| different people. It is as well to be aware of the | | | | therefore add to sales activity.o Employ proper |
| many options available, however. | | | | seating. There is no end of office seating stores. |
| Try these tipso Observe your department when | | | | Good seating costs little and can make a |
| it's busy. Do any personnel appear uncomfortable | | | | tremendous difference to the quality of work. |
| with the telephones you have? Try to see why.o | | | | Good seating means that personnel are more |
| Purchase a headset for your department. Let | | | | comfortable, more relaxed and more in control.o |
| different members of staff use it. See what they | | | | Sitting at a desk or work surface of the correct |
| think of it. Do they find it comfortable? Does it | | | | height, with enough room to write with ease can |
| increase their activity?o Buy a telephone with the | | | | make a difference to the productivity of staff.o |
| above features. Let some of your personnel try it | | | | Acoustic dividers between desks can create a |
| out. Use it yourself. Does it make a difference to | | | | calmer work environment where staff can be |
| the way you work?o If headsets prove popular | | | | more relaxed and feel more able to communicate |
| with your staff, would it be attractive to offer | | | | one-to-one with their clients. They would also |
| them as incentives for high achievers? | | | | allow you to work with staff on a one-to-one |
| PROJECT TRACKING SOFTWARE AND | | | | basis for training purposes. |
| COMPUTERS | | | | Remember that it's important to have the right |
| Some areas of the telesales industry require | | | | equipment for the job. Good equipment costs |
| repeated contact to a wide base of people in | | | | money of course, but properly equipped personnel |
| order to bring about a sale. In these fields, it is | | | | can also carry out a far more effective job. |