Different purposes need different conversations
Telesales usually supports a sales-related objective, such as explaining an offering or following up an appropriate enquiry. Customer support helps a person understand or resolve a question about a service. Both depend on listening, but success should be defined differently.
The information a team needs
A telesales brief needs accurate product information and clear limits on claims. A support brief also needs practical answers to common questions and a route for issues that require investigation. Neither team should guess when the answer is outside its remit.
Avoid turning every support call into a pitch
A customer who needs help should first have their question understood. Introducing an unrelated sales discussion can make the original task harder. Any additional conversation needs to be suitable, transparent and consistent with the customer’s preferences.
Use the right handover
A sales-related enquiry might be passed to someone who can discuss the next commercial step. A support issue may need a service specialist or complaint owner. Make the reason for the handover clear and provide the relevant facts.
Measure what the activity is meant to achieve
Raw activity can hide a poor process. For sales support, consider the relevance of handovers and the accuracy of information. For customer support, review whether questions were understood, routed and followed through appropriately.
Choose support around the actual need
Describe the conversations your business handles before choosing a service label. Axon Reach’s service overview explains telesales, telecommunications and customer engagement support so you can start with the requirement.
Put a clearer conversation into practice.
Explore our communication services, understand how we work or tell us about your requirement.
