As a Telesales representative, you may also be making calls to customers in order to sell products or to conduct market research.
There are no set qualifications to become a Telesales representative, although a good standard of education will be a good starting point. Employers may ask for GCSEs in English and Maths. Enthusiasm for the job and demonstrating that you are prepared to work hard in a pressured environment will be more important than academic qualifications.
Previous experience will be an advantage, particularly if applying for a Telesales Team Leader or managerial role. Excellent communication skills will be essential and giving examples of where you have previously worked as part of a team will be a good foundation for a strong application in a Telesales role.
A Telesales representative will typically field calls from various customers of all backgrounds, all with different queries. You will be given on the job training and specialist knowledge about the products or services to equip you to answer customer queries. Some specialist technical knowledge may be needed, or you may need to refer customers to other organisations including the supply of contact details in a helpful and friendly manner.
An objective and calm attitude when handling customer queries is essential, and the ability to respond respectfully in heated conversations.
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The working hours in Telesales can vary widely, typically from around 8am in the morning and sometimes finishing at 10pm in the evening. This is usually in shift patterns or 7 or 8 hour days in between the times of 8am and 10pm. Shifts may also include weekends depending on company opening hours.
Skills and Training Development
All new employees will be given specialist training in the products or services of the company, and how to handle various types of query. A Supervisor should be on hand to escalate problems or complex queries to begin with. You will need to be able to remain calm and be prepared to speak to customers of all ages and backgrounds.
There will be opportunities for promotion within Telesales, and various job positions may include Supervisor, Team Leader, Team Manager or Area Manager. Managers will look for Telesales representatives who show enthusiasm, meet targets and who successfully handle customer queries.
The starting salary of a Telesales representative can be anything around £11,000 to £16,000 a year, rising to around £18,000 to £22,000 for a Supervisor. For a Team Leader or higher manager, you can expect to earn around £23,000 to £30,000.
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