Policies and Procedures – Have a written policy on disciplinary action if an employee is stealing.

Clearly define the theft. Sure, we know that when we see it, but sometimes people see as a “loan”. An example of such a policy statement to define the theft as “The unauthorized removal of the tangible and intangible assets.” Warning not to use the word theft. Theft requires intent. Effects for the completion of its intention is not a problem. For trial, which is the crux of the allegations.

Communicate across the political orientation of new hires. Posters, newsletters, and blogs can help strengthen a gentle message. Make sure that all levels of society are linked to the policy of senior management.

Keep in mind that the precedents established with any termination. Ensure consistency in policy implementation. Management must set the tone and lead by example in matters of policy. If a manager takes a laptop computer so your child can do a PowerPoint presentation in class, why can not make any employee?

If there is not a formal department of internal investigations conducted by the formulation of a plan (in writing) which began an investigation and that it manages. Have a written policy on searches of vehicles, personal items such as backpacks, briefcases and backpacks.

Have a written policy regarding the refusal to allow a search.

Employees seeking

Warning! The ability to find someone (anyone) is a vital right for every business, but this should be considered very sensitive. Put in the position of the person being sought to understand the feelings of the process. There are many scenarios to justify the need for search, but this discussion will focus on workers and the implementation and management of the procedure.

Bag checks are common and must be accepted by the employees if you place and concerns addressed. If a company adopts a policy of requiring employees to submit to the pursuit of policy and procedure should be investigated with Human Resources, Legal, and Management. There are five rules that must be considered when formulating the policy:

Definition of “search.”

The searches are limited to anything outside the body. This includes bags, backpacks, brief cases, handbags, bags, etc. Do not touch anyone in the process. Do not search or undress. (yes, it happens).

The policy is in force for all levels of employees, including (especially) Management.

The consistency of the policy. Under what circumstances will be carried out a search?

Who has the authority to search?

Policies are only as good as people apply. Do not assume that a written policy created a written policy understood. Consistency in the application is the key. If, for example, there is a security person at the door and all employees are open to arrest and everything that they are carrying, including the president of the company or owner should. There must be a clear definition of how a search can be conducted. Which is defined as someone who can dig through it means a bag or a mere visual inspection is allowed? This is very important. A metal detector is suitable? If so how do you handle the activities?

Even with the best written policy from time to time someone is denied. These denials do not necessarily mean they are in the act of robbery, but they can be volatile situations, however, that can increase unnecessarily if handled improperly. What disciplinary action is available for an employee refuses to comply with company policy?

Unless there is a very compelling reason for not allowing the employee to leave if they refuse, then let them leave. First, however, one possible solution is to call a supervisor to remind employees of the policy. When the supervisor comes a discussion between the employee and the supervisor must be taken in an area that is as private as possible it could simply be to one side. If the employee continues to refuse to follow company policy after a quiet but firm discussion with a supervisor, and then allow the employee to leave. People who try to search should document the incident, whether it is possible to retrieve video and turn the matter to which the disciplinary action. If you have other witnesses, obtain their statements, too.

More points to consider are: What if something is discovered to actually perform the search? It is the discovery of drugs such as marijuana, a firearm or covered in the scope of the search? How are those handled? What if the search reveals something that is suspected of being of value to the company? What are the steps?

Controls

Audit of its own policies and procedures. These should be performed regularly and without notice.

Look carefully at everything that involves cash or other negotiable items. There should be a series of checks and balances in place to detect problems. Bank deposits are particularly vulnerable.

How are deposits controlled? Is there a notification if the bank deposit is a short or missing?

Notice to be someone other than the person who deposited the money?

Is there a review or notice of deposit to guarantee the deposits are made daily?

Is there a requirement that the deposits were made during the day only? This helps prevent employees from faking a robbery and stealing money.

It is the garbage disposal? Dumpsters are good places to hide the property only to return later and take it. How do you know what is in garbage bag? Tie the knot different.

If a company is not active, such as a laptop, there is a registration number and name of the product available.

Research

Warning! If a professional is involved, the research department, a private investigator, or simply a management or supervisor, the investigation of an employee for any reason is very serious. Researchers who have experience in internal affairs should be the first choice to conduct the investigation. There are companies that specialize in investigating white-collar crime that are available. Police departments are generally not equipped to properly investigate most of the thefts internally because they do not have the time to learn the inner workings of a company. They are definitely a resource to be used but will always be the conduit for the prosecution.

Immediately conduct a thorough investigation and if you learn of a theft. Document all research efforts.

Investigations are “sexy” to others. Remind everyone interviewed, not even a suspect, that the matter is confidential. Create a confidentiality agreement for signature, if possible. TIP: Employees often claim defamation after investigations. Keep all confidentiality agreements on notice about the sensitive nature. There is no real way to keep people talking about the investigation, but as long as researchers and management to maintain its confidentiality, the risk of a civil action is low. The termination should be possible if an action is broken confidentiality.

I am aware of a sexual harassment investigation when an entire department was interviewed on the basis of very detailed anonymous complaints. Each person was interviewed privately, and questions comments about or experiences with the department supervisor. The supervisor was fired but not admitted. After a defamation brought against the company. His argument was that people who knew nothing about the alleged activity now knew who was being accused of sexual harassment and that the termination confirmed the allegations. Prize: $ 17 million.

Testing is important. Business records, witness statements, physical evidence or video, should be preserved.

Thoroughly understand the laws on the use of polygraph tests and drugs. The use of the polygraph is governed by the Law on the Protection of Employee Polygraph and remains a viable tool when investigating a loss. If there are reasons to use a polygraph, my recommendation is to ask the police to do so. The employee can refuse that is their right. The results of the polygraph or refusal to undergo a polygraph is not grounds for terminating an employee. The entire investigation should be the basis for termination, not just solely on the results of the polygraph or the refusal to take the polygraph.

My experience with investigations into polygraphs is considerable but the results are mixed at best. I never had an employee refuses to submit to an estimate, however, I would only 95% never appeared. No one who allegedly committed a theft or who is alleged that have carried out a robbery was never found to be true. If a police department conducted the polygraph firstly, that he could not disclose the results. However, when I said they could not erase the employee as

a suspect, that in fact they gave me the results. Then conducted our own polygraph and, of course, has same results. Termination was based on a complete investigation. The polygraph is not the time but rather was a barrier to the findings. Failure to protect the assets of the company was common to talk upon termination.

Interview

Interview and interrogation is an acquired skill that is a mixture of recognizing body language, knowing that does not allow an offender to the top, be patient and know how and when to ask questions. There are two companies that offer instruction and training on conducting such interviews. WIcklander and Zulawski (www.wz.com) and Reid (www.reid.com). If the interviewer is unable, at least, should have established procedures for the rules to guide the non-research staff. The realization of “cold” that a series of interviews of people who are interviewed in the hope of obtaining an income, not for the novice. In other words, research must produce sufficient evidence and information to point to the real culprit (s). There is comfort in knowing what you know.

Here are some guidelines that must be considered. Be said that, regardless of skill level, extreme care is required of all interviews for research.

Interviews can be conducted with or without a witness present. Women workers should have seen this woman. A witness must sit outside the peripheral vision of the person being interviewed. The witness should not be an active part of the interview, but should take notes. If the employee diverts their attention to the witnesses to speak to them, simply redirect calm returns to the interviewer.

Be prepared. Create a description of how to present his case. They have their documentation and testing and preparation.

Props. Examples of objects: the bulk of file folders with labels such as “theft of Research John Doe” or videotapes with similar labels. A property is intended to give the interviewee the impression of evidence against him. My recommendation: Do not use. If your research has no merit alone then maybe the decision to talk to the employee should be reconsidered. Props to leave the theater.

Document the time of start and end of the interview and report on any offer of a rest for the use of a bath or drink even if it is rejected. Document the time of tenders and the acceptance / rejection.

Provide the employee a document acknowledging that you can stop the interview at any time and are free to leave at any time. They have to sign the document for your records. Do not put yourself between the employee and the door.

The most difficult part of an interview may just be starting. What do I say? If necessary, write a script and keep your hand as if giving a speech.

Being well aware of the duration of the interview. If an admission that has not been done in an hour, then it is unlikely that any will provide a discussion. It is important to understand that this does not mean that there is a standard length of the interviews suggest that neither precipitation is important. Simply keep in mind that the employee should never be given the impression that they will sit there until you confess or do not have the option to end the interview. However, my experience of more than 1,000 interviews for example tells me that is an hour at the edge of a reasonable period when interviewing someone and not have income.

There are pros and cons for taking notes. Respondents tend to be distracted when they find something written by someone. During the interview, try not to take too many notes. You return to the revenue later.

Audio or video recording of an interview is dangerous territory. If done, must be the full recognition and approval of the interviewee. I have an interview recorded in my career and was a witness, not a suspect.

Being aware of the lateness of the interview. Not be the only people around the building at 11:00 PM. Be aware that if the worker said he had an appointment and can not stand you may have to reschedule.

NEVER offer to negotiate the termination or prosecution. Do not offer if you just try not to “tell the truth or whether it just made the payments for loss” everything would be okay. ” Do not make statements implying that the investigation will make the morning news (perhaps) if you do not admit the allegations. Do not threaten to fire them if they refuse to take a polygraph.

Do not allow the interviewee to conduct the interview by demanding to take a polygraph. They can do that on their own if they wish, but it is not their decision as it relates to company business.

Show me the video! There is no obligation to show any video of the interview test. Note: If you say you have, make sure you do.

Employees have a hard time using the word “stealing, theft, intentionally lied.” Instead they use software such as “taking, provided, error, misleading.” Efforts should be made to clarify that they knew what they were doing was a robbery. While they were going to pay the money later, they were not authorized to take the money and do not belong to them. It is theft.

Expand the interview to understand how or where they learned he had the idea to do this. Sometimes employees are influenced when they see others do the same. This is especially true when a member of the leadership steal.

Obtain a written statement about the employee who committed the robberies. Request that includes the consequences of any other persons involved in the robbery. Ask them to be very specific about the allegations. They have dates, times, circumstances, and the property involved.

The conclusion of the interview should result in a written statement voluntarily. It must be written in the person’s own handwriting and signed by the witness as well. Paper times start and end of the drafting of the declaration. Obtaining a written statement is important, but is leaving the issue open to question the validity of the content. If at the end of the statement, which was left important facts or information, you may ask to write about it. OK, how the statement is written, bad writing, bad grammar, spelling and all.

Finally, we should not read his Miranda rights, unless they are interviewed by law enforcement.

Completion

Terminals for theft should not be handled in a manner different from any other termination of the facts. Completion is based on an established policy and procedure. Sometimes, however, theft is considered on a scale of value. Example: A bottle on a table was set up to collect money for a charity. An employee who need lunch money, stole (was going to return the next day) $ 2.00. The money was not property of the company, but the employee finished anyway. The theft of anything causes of loss of confidence and can not terminate a dangerous precedent.

Consult your lawyer or the Legal Department with respect to its investigation. Ultimately, they will have to defend the actions of the company when it comes to that. Nothing can prevent someone from filing a civil lawsuit. The most important thing is that actions are defensible in court and that the plaintiff did not prevail.

Consider ending the use of “Violation of Company Policy” in the theft. It is easier to defend because it does not require intent or suggested.

Industries that employ young people are very aware of parents in the termination of his son. If the child is an adult (based on the definition of State of adults), then the parents have no right to know anything about the actions of the employer. A minor parents have no “rights” which requires a company to analyze the employment of his son or any action taken. However, discretion is sometimes the best way and the case is discussed. What do you know the parent is often very different from the truth. Consult your lawyer before releasing any information.

Dealing with parents, guardians, spouses and friends is sometimes difficult. The hard fast

rule is that a company should not discuss with anyone inside information. Minor children hate

prospect of telling their parents who were fired for stealing, and therefore, information is withheld or watered down. There are times when I read the statement of the employee to the parents by telephone and, in most cases, and was surprised that is the end of the conversation. There are other times when parents are hostile and demand copies of the records, statements, and video and threaten to sue. I have no obligation to speak with them or disclose the contents of research and usually simply replied advice to talk to his son again, because they are not given any information. Never has taken any civil action because of my lack of communication with parents.

Suspension. Suspension before termination is highly recommended. This serves as a sort of cooling-off period to collect all the pieces of research together for review. While it may be a conclusion that the termination is carried out, remains a good practice.

OTP

In percentage, few employees are actually prosecuted for theft. There are many reasons why, but frankly, it may simply not enough evidence that a prosecutor would want to take the case to trial. Prosecution is rare in the full restoration of the company and if restitution is required, is the return over the life of his parole. Much of the roster will be used to prosecute an employee. Cost must be weighed. The argument is made that the prosecution does not set a bad example. The question we must answer is who knows that were prosecuted and who knows what the outcome was. It is not research?

OTP has a value but it is a business decision. Consider the following carefully to make that decision.

In most cases, call the police immediately is not necessary. While it may be more dramatic, there is no need to send someone to the door in handcuffs. It is better to make research and take it to the local police. Do not rush this part of their investigation. The criminal process is not as portrayed on television.

His case can be well documented, but the prosecutor may decide to plea bargain the case to a lower cost. Is out of your hands. His case may languish in the system because it is not a priority.

Loss of a criminal case may lead to a civil action based on malicious prosecution. You can have a confession for $ 1000, but it may only be $ 50. Charges may be accepted only on demonstrable $ 50.00.

Restitution and Civil Restitution

Restitution is an available option in any case. It is simply the employee is in agreement with what they stole back. Civil restitution is available in most states. Civil restitution is allowed, in general, through a civil statute, which basically said that a company can seek civil damages for the time and effort needed to investigate the incident. Every state has enacted what is known as the civil suit, has a range of damages that can be asked. In Texas, for example, damages up to $ 1,000 can be sought against one adult and up to $ 5000 against the parents of a minor. The monetary value of the theft is irrelevant. What is important to know is that restitution is a civil procedure. In essence, an employer may ask the trial, full restitution, and then file civil restitution. Check with your attorney about this and how to pursue this aspect. Regardless of the method chosen must have a written policy in place to adequately cover the practice.

If you try, you will receive restitution through the courts and for the courts as to the amount (if any) for payment and the amount of time to pay. If the prosecution is not then the return must be agreed and a promissory note must be created. I recommend a one-year period with equal payments every month.

Check with your attorney or human resources department and discuss how an employee may voluntarily waive final pay, vacation pay, profit sharing or other sources within the company for a refund. A document must be created, allowing the employee to use those funds for restitution. The form must be signed but need not necessarily to be notarized. This method provides the greatest opportunity to recover from a robbery.

After the action

This is the part that is often on the sidelines of an investigation: the analysis of root causes, or what happened and why we did not catch it before? Prevention is the key and connect gaps in their current way of doing business is a challenge. Prevention efforts will be successful about 80% of the time. A component of prevention is the fear of detection. It’s the old question of who would steal a million dollars if no one knew who did it. Some people will never steal. Some steal if given a chance, regardless of the possibility of detection. Group fears that middle managers who are outside. This screening process should be in place through rigorous monitoring of controls, policies and procedures. The arrest of an employee is the result of a failure somewhere along the way. Note that all procedures are written with a perfect world in the proceedings, but never followed correctly 100% of the time. Employees take advantage of the systemic weakness and human error. You can not have one without the other.

Review of each piece of the chain of events in connection with the robbery. Remember … you asked the employee how this happened. Make changes, but try not to go overboard and put safeguards in place that are beginning to hamper business.

Secrets to a successful employee theft Research

Even the most sophisticated financial crimes is limited to one thing: some “rule”, whether political, procedural law, act, or note on the time clock has been violated. While this may be too obvious, is important when it comes to the time of the interview. Stating that the employee understands the proper way to conduct their business will be the cornerstone of all actions. While pretending ignorance can be offered, it is extremely rare that the person did not know they were in violation, especially when it comes to theft. Researchers sometimes miss this great opportunity for discussion. The employee should be encouraged by the fact that they know how things are done properly and can recite it almost verbatim. However, it is a trap without realizing it, because his research showed that may have eluded them for protection. This method to dispel any notion of a lack of training.

The most important facet of an investigation is to learn what you do not know. His research can reveal all sorts of incriminating evidence, but that is what took place and it is likely that several events have not occurred. Too often, an employee is given a file and said “Tell me about this.” What’s the next question if the answer is “I do not know.” The fruits of the research will extend far beyond what is called the interview process if handled properly. The smallest admission of theft is the beginning of an interview that ultimately merely confirms what we already knew. The success of the interview always wins over what is known. The art is knowing how to get that information.

The idea that the interviews and interrogations are mixed and arrogant is untrue. Professional investigators and hold a conversation with humor. It is not about the words spoken, but more about the body language. The investigation of crime of any kind requires training and experience. Evidence is not very difficult, but the success of the investigation ultimately links to the individual events. In cases where admission is not done, one must be prepared to act in the same test. An accusatory interview / interrogation will be a disaster if the employee returned to work. Do not rush into an interview without knowing the facts.

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Telemarketing, marketing in which sales people call potential customers by phone, is the second most common direct marketing method in the United States. Cold calling however is often not appreciated by the people who are called and so “Do not call” lists have been created in a number of areas.

The Advantages and Disadvantages of Telemarketing

Although cold calling is not popular with consumers, it is still very popular with marketers, why is this?

Well, firstly, telemarketing is a form of direct marketing that is not only trackable in terms of positive response but also gets you an immediate response – people will either react positively or negatively when you call them and you don’t need to wait to get their reactions.

The disadvantage is that telemarketing, and in particular cold calling, has a bad reputation with consumers who often link this to scams and illegal pyramid schemes. This means that people are often pre-disposed to give a negative response when they are contacted by telephone.

How to Use Telemarketing Effectively

If you are going to be using telemarketing to promote your business or products then it is important to do it correctly if you want the best results.

An excellent method when it comes to telemarketing is to do it in at least two calls – the first call to assess the potential customers needs and how your product may possibly be able to assist with meeting these needs (but no sales), and then the second or subsequent call to actually sell the product based on consumer needs.

You should also carefully consider where you get your telemarketing leads from. Try to get lists that are as targeted as possible and not simply every name in the phone book. The more targeted you can get with your lists, the better the response is likely to be.

Telemarketing is a form of marketing that can bring you immediate responses – either positive or negative. Unfortunately many people are already pre-disposed to give negative responses to cold calling and so it is important to go about telemarketing in the right way to get as many positive responses as possible.

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It happens all the time, you hear someone over the telephone and you make a generalization about the person you are speaking with. It may not be fair and it is akin to judging a book by its cover, but it’s true nevertheless.

Within 60 seconds, people will make assumptions about one’s education, background, ability and personality based on their voice alone.

What type of impression is your “phone” voice making? Indeed there are two areas you should be aware of when speaking. One is “what’ you say, the other the “how” you say it. Studies show that as much as 87% of the listener’s opinion of you is based on your voice alone. That leaves only 13% allocated to what we are saying to make a positive impression. With numbers like these it is easy to see why your voice is so important in your career and personal life.

Today we live in a “voice mail” environment. We are playing “phone tag”, leaving messages and listening to voice mails left by others. It may take as many as 3-4 tries before actual contact is made and you have a conversation. By the time you do connect, you can be assured that other party already has formed an impression about you.

The following are some tips that will help you improve your phone voice and technique.

1. THIRD RING RULE: Answer the phone by the third ring or make sure you voice mail is set to pick up by the third ring. Today people are not inclined to wait much longer and will assume you are not available and hang up. Remember, as much as we think we don’t like voice mail, we like the option of leaving a message.

2. PROFESSIONAL GREETING: Remember the 87% rule above and make a good impression. Be aware of what you are going to say in the greeting. Then practice and rehearse BEFORE you leave the greeting on your answering machine. Be short and to the point. Don’t drag out the greeting. It is obvious you are “Out of the office or away from your desk” otherwise you would answer your phone. Consider leaving such statements out of your greeting unless you are actually away from the office, then say so and leave a date for your return. I recommend that you leave clear instructions as to what information you need from the caller. Reminder the caller to leave their phone number, best time to return the call and a brief subject.

3. PREPARE THEN ANSWER: Have a note pad and pen by your phone at all times. Write down the caller’s name and use it during the conversation.

4. BE AN ACTIVE LISTENER: Take notes, ask for correct spelling, etc.

5. PROMPTLY RETURN CALLS: Make it your personal goal that you will be one that returns phone calls. This may very well be the most professional characteristic of all you can develop. Set a goal to return phone calls within 4 hours, it will make a positive statement about you and your image.

6. CHECK YOU MESSAGES: Check your messages several times a day. Learn how to dial in from a remote phone to get your voice mails. Many times the caller is facing a deadline and your information may be crucial for them to complete their assignment.

IT’S A TWO WAY STREET. When You Leave Messages For Others Remember These Tips:

1. SLOW DOWN: Don’t speak too fast. Slow down when you are leaving a message, especially if you have an accent. If you make your message hard to understand or if the listener has to replay it several times to get your message your reputation is slipping in their mind.

2. CLEARLY SAY YOUR NAME: Make absolutely sure the caller will understand your name. Consider spelling your name if hard to pronounce or is not a common name.

3. S-L-O-W DOWN: When leaving your phone number go slow. Most likely the listener is writing down your number, make it easy for them to do so. Repeat the number. Consider saying your number at the beginning and end of your voice mail. People will appreciate this.

4. LEAVE YOUR NAME, COMPANY NAME AND REASON: Leave the listener with all the information they will need to know about you. Don’t make them guess. Always leave the reason you are calling. It is very unprofessional to just leave a message simply saying “give me a call”

5. MAKE IT EASY FOR THEM TO RETURN YOUR CALL: Tell them a good time to return your call. Give them a date, time and phone number.

6. BE PROFESSIONAL: People do judge you by the tone of your voice. Increase your image by sounding professional in everything you do over the phone

Remember that you won’t be able to avoid phone tag, but you can definitely put things in your favor by doing several small things that will make a BIG difference in your image.

(C) 2004 John Robertson

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I don’t know about you, but I’m shocked every time I listen to a voicemail message left for me by sales reps, prospects and even clients. They are filled with ‘um’s’ and ‘ah’s’, they ramble on and on, they leave no compelling reason for me to call back, and they almost always leave their number so fast that I have to listen to it two, three, sometimes four times to make it out! It’s no wonder so many voice mail messages get deleted and never called back!

If ever there was a situation that begged to be scripted, it’s your voicemail message. Isn’t this the time you want to sound your best, be perceived as a professional, and prepare the most polished message you can? Of course it is. Here are seven sample voice mail messages you can start using today to separate yourself from the other 95% of voice mails that get ignored, deleted and never returned.

The first two are voicemails for prospects you haven’t spoken with yet, the next three are for when you’re calling a prospect or client back, and the last two are for situations when your prospect or client isn’t calling you back:

Sample Voicemail Message 1:

Note: The best voicemail message you can leave is one with a specific purpose that addresses the needs of your prospect or client, and offers them a solution that is worth them taking the time to call you back to learn more about. Here is the classic template – adjust and adapt it to fit your product or service. In this and all examples, leave your phone number SLOWLY:

Hi Prospect’s name this is Your Name with (your company). I’m calling about your new office that’s opening in Houston next month, and I wanted to provide you with some ideas that may help with your networking issues. We work with a lot of companies in the area, and I think you’ll find it useful if we talk.

You can reach me by calling area code (Your Number). That number again is area code (Your Number) and ask for Your Name. I look forward speaking with you and thanks in advance for returning my call.

Sample Voicemail Message 2:

Hi Prospect’s name, this is Your Name with (your company). You and I haven’t spoken yet, but I’ve been doing some research on your company and I think you’re a great fit for (our networking solutions – your products here). We can provide you with (BREIF list of one or two benefits) and I know you’ll be happy if we spend just a couple of minutes discussing how this can help you.

When you get this message, please call me back at (Your Number). That number again is area code (Your Number) and ask for Your Name. I look forward to speaking with you, and I guarantee you’ll be glad you returned this call.

Sample Voicemail Message 3:

Hi Prospect’s name this is Your Name with (your company). Briefly Prospect’s name I need to speak with you about how you’re handling your sales tracking (Or your kind of product or fulfillment), because I have something that can (solve their unique problem). Our clients include (list some companies they are familiar with), and I know this would work for you as well. Believe me it’ll be worth a 5 minute phone call to find out why.

Please do me a favor when you get this message and call me back at (Your Number). That number again is area code (Your Number) and ask for Your Name. I look forward speaking with you and I guarantee you’ll be glad you returned this call.

The next two examples are for voicemails left for prospects (or clients) you’re getting back to:

Sample Voicemail Message 1:

Hi Prospect’s name, this is Your Name getting back with you at (your company). I’m looking forward to speaking with you because we just (give an update here – you have a new special, new product update, added a new client they would know about), and I know that based on (their specific need you uncovered during the last call) this is going to make it even easier for you to (give the benefit you both discussed). I’m excited to share this with you.

Do me a favor when you get this message and please give me call a back at (Your Number). That number again is area code (Your Number). I look forward speaking with you!

Sample Voicemail Message 2:

Hi Prospect’s name this is Your Name getting back with you about (your demo, quote, etc.). Briefly, I’ve been doing some more research on how we may be able to save you even more (or make you even more – whatever your product or service can do for them), especially in regards to your (list a specific need they told you about during the initial call), and I’m excited to share that (or discuss that) with you.

I’ll be in my office the rest of today, so do me a favor when you get this message and please give me call a back at (Your Number). That number again is area code (Your Number) and I’m at ext. 618. I look forward speaking with you.

And for the prospects or clients that seem to be dodging you or just not calling you back:

Sample Voicemail Message 1:

Hi Prospect’s name this is Your Name again with (your company). For some reason we haven’t been able to connect since I sent you (your demo, proposal, etc.), and believe me, I’ve been sales long enough to know what that probably means. I’m assuming you’ve either found another solution or this has been put on the back burner for now. Either way, that’s fine.

Do me a favor though please. So I’m not bothering you anymore, could you please give me a quick call and just give me an update so I know what direction you’re moving in? If I’m not available, just leave me a voice mail. Again, either way, it will be good to know what’s going on.

Thanks in advance for that, and I’ll look for your call. You can reach me at (Your Number). That number again is area code (Your Number). Thanks again, Prospect’s name.

Sample Voicemail Message 2:

Hi Prospect’s name this is Your Name again with (your company). I’m sorry we haven’t been able to get back together on this – if you’re like me I’m sure you’re being pulled in many different directions and are real busy. Do me a favor, though, and when you get this message, just call me back and leave me a voice mail with what you’ve decided to do about (your proposal or demo or quote). If you’re still interested in it, great, but even if you’ve decided not to move forward with it, that’s fine as well. Either way it will be nice for me to know.

Thanks in advance for that, and I’ll look for your call. You can reach me at (Your Number). That number again is area code (Your Number). Thanks again, Prospect’s name.

There you have it – voicemail messages for most of the situations you’ll find yourself in. Once again, by using these scripted, proven messages you’ll be giving yourself the best chance to hear back from your prospects and clients. And remember, even if their answer is no that’s a lot better than chasing unqualified prospects who are never going to buy.

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This is probably a guide that most telemarketers wish they were given before they began their job. The truth is, telemarketing is hard work. People don’t like being called in the middle of dinner only to be asked what brand of toothbrush they prefer or if they would be interested in a free trial subscription to Redbook. Potential customers can get very nasty. Some will simply hang up, but what happens when you get one who actually wants to talk to you? These tips on handling those who do and those who don’t will help a lot.

Telemarketers are given a script. They are told under no uncertain terms to follow the script. But the truth is, these scripts can get annoying and make you sound like a robot. So if you find an opportunity to get away from the script, even a little bit, do it. Don’t let your supervisor bully you. If he should catch you and asks you why you deviated from the script, tell him that you felt it was necessary to do so. If you ended up making a sale, show him your sheet. That should shut him up.

Part of the script is of course inserting your name. This is something you’ll only learn from experience but if you are of an ethnic background, such as Jewish or Spanish, you need to have an understanding of the area you’re calling. For example, if your name is Sam Goldberg and you’re calling an area that you know to be predominantly Jewish, then by all means keep your real name, but if you’re calling an area that you know to be predominately Christian then you might want to think of changing your name to a more Christian sounding or even neutral sounding name for these areas. Perhaps Stan Green will do fine. Believe it or not, it makes a difference to how people will relate to you.

When talking to people on the phone who are generally interested in what you have to offer, if they ask you a tough question, one that you know the answer to will not make them happy, don’t lie. It will only come back to haunt you and the company in the form of a returned item or worse. Tell them the truth, but always stress the benefits over that one negative. Try to make the customer see that it would be in their best interests to at least give your product a try. Tell them that it comes with a money back guarantee so they can always return it if they’re not satisfied.

If you’re a telemarketer doing a demographic survey where you have to ask the person a lot of questions about themselves and their buying habits, try to mix in some casual discussion with the questions. For example, say you are asking them what their favorite soap is and they say a brand that you never heard of. Tell them you never heard of it. Ask them what they think of it. Ask them if it’s any good. If they say it’s great tell them that you may try it sometime. Be personable with these people. It will make the conversation go a lot quicker.

More important that anything else, be yourself. Try to enjoy what you’re doing. If you let your personality shine through in the calls then people will enjoy talking to you and your job will be a lot easier. For those who are nasty with you and hang up on you, don’t take it personally. Shrug it off and move on to the next call.

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The telephone is an often under-appreciated and much maligned piece of office equipment. Have you stopped to consider how much business you conduct over the telephone? These 10 tips will help you improve your telephone presence and presentations.

1. You are the “Manager of First Impressions” for your business. Whenever you pick up the telephone, put a smile on your face first. It will enhance your vocal quality and you will sound pleasant and relaxed.

2. Listen attentively to the person you are speaking with. Recall why your dog is such a good listener: listen actively and in the moment. Multi-tasking is the enemy of effective listening.

3. Let other people talk! Make sure your caller has completely finished speaking before responding. Remember: sometimes they aren’t done talking; they are just coming up for air.

4. Use open-ended questions to get people to speak more freely. You should always talk less than the person you have called. It makes others feel more comfortable, particularly if you are asking them to make a decision. The more they talk, the easier it is for them to “buy into” what you are proposing.

5. To create affinity with your callers, speed up or slow down your speaking voice to better match theirs. They won’t realize why they feel comfortable, they just will.

6. Use your words for best results. Keep in mind you can phrase anything positively, negatively or neutrally. Phrasing your words positively will help you get better results more easily.

7. Voice mail can be your friend. Avoid leaving voice mail messages but if you must, think of it as a 30 second commercial on a highly rated radio program. You have the opportunity to get your message into the “ears” of your most desired audience. Your message should reflect this.

8. Plan your telephone presentations in advance. Think out all the various scenarios you might be faced with and write it out. This is called pre-call planning.

9. Tape yourself for self-improvement. Listen to yourself carefully and decide what areas you want to improve.

10. Make an action plan. Focus on only one area at a time. When you feel comfortable, move to your next area and repeat.

We use the telephone as our primary form of personal communication. People who are good with this medium increase their opportunities for success.

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Telemarketing is not as easy as it looks. Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer. Many times, telemarketers fail because they are not doing the job properly.

Speaking is a skill, and there are techniques that can be applied to speaking that will help anyone become a successful telemarketer. These are the seven steps to successful telemarketing.

Step #1: Motivation. One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.

Step #2: Product knowledge. In order to successfully speak about a product or a service, the telemarketer must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to answer the questions. Knowing the product or service will help the telemarketer make a successful deal.

Step #3: Know the call format. There telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it to their advantage.

Step #4: Attitude. Attitude is evident on the phone. When someone is happy and excited, those emotions will palatable, even on the phone. Angry, upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive attitude while doing their job.

Step #5: Know the customer. A good telemarketer will know the customer. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not be successful. If you call at a bad time, ask the customer when a better time to call would be. Know what they are looking for. Do not try to sell them something they are not interested in. This will create hostility. Listen to what the customer has to say. Their comments and input can help you guide the direction of your call. Respect the customer’s feelings and comments. Knowing the customer is a successful technique for any telemarketer.

Step #6: Visualize your success. Many telemarketers receive bonuses or rewards for a job well done. A successful telemarketer will visualize his or her success. They set goals and work towards those goals. Having a vision of what you want to get out of this job will help create a successful telemarketer.

Step #7 Enjoy the success. A successful telemarketer will always take the time to enjoy the fruit of their hard work. They will be proud of their successes and will continue to strive for future success.

In conclusion, these sledge, and the motivation are all integral parts of a successful telemarketer. Telemarketing is not an easy job,even steps are simple techniques that any telemarketer can immediately apply to be successful. The way the materials are presented, the attitude, the know but it can be a very successful and rewarding job by following these seven proven steps to success.

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Call centers rely heavily on well-trained agents to help them be successful. Unless a telemarketing agent is on-the-ball and properly trained it will be very hard for them to perform at a peak level. Since answering services must depend on the quality and performance of their call center agents, it is vital to the success of a telemarketing business to have well-trained agents. It is not enough for an agent to simply know how to answer a phone. Answering services agents must also know how to provide the kind of assistance needed by the call centers’ customers. There are several things that can be done to train your telemarketing agents properly. Here we will look at some very basic tips that will get your agents to outperform every time.

Answering with a smile

It might seem trite, but it is true – knowing how to answer a telephone properly is a skill that must be taught. If your agents answer a telephone abruptly, or in a dull, expressionless voice, they will turn callers off. Call centers need to have agents who are enthusiastic about their work and therefore the first thing that all telemarketing agents should learn is how to answer the phone lines with a smile. It is commonly accepted that a smile can be heard in a person’s voice when they answer the phone. The sunnier disposition will automatically translate into more enthusiasm and better satisfied callers.

Phone etiquette

Knowing how to talk to people is also very important. Answering services providers must ensure that their agents are always polite and well-mannered on calls. Their agents must be taught that it is necessary to always use “please,” “thank-you” and “excuse me” in their vocabulary along with any other polite words that may be required during a conversation. Callers can get indignant and irritated with agents who are too casual or rude when answering a call.

Product/service information

Make sure that all of your agents get basic training about the products and/or services that they will be speaking about for your customers. Regardless of whether they are acting as receptionists or if they will be required to field customer service queries, they will need to have as much information as possible to be able to answer basic questions. It is best to have refresher meetings every month or so, to update your agents in case things have changed with your customers. Making sure that all of your agents clearly understand what their mandate is when answering phones, they will be able to provide you with good service.

Incentives

Many call centers offer their agents incentives to meet monthly goals. Rewarding agents for performing well is one of the best ways of getting them to consistently provide you with their best efforts. Combined with the proper training, incentives can help to push your agents to greater customer service heights.

Work place atmosphere

Along with incentives, agents have demonstrated that they will automatically perform better when they are happy in their workplace. Therefore, permitting them to take breaks with their friends and encouraging an atmosphere for camaraderie will always work in your favour.

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The call centers are very crucial for any business success, that is why the automation with the help of call center software solutions is consider so very important by companies these days. From convincing customers from the calls made by a call center agent to the post sales services provided, the call center are important throughout the business cycle. Need of center software solutions is also more than ever to streamline, manage and maintain the whole call center business.

In the current era when competition among the companies has all gone to global level with the emergence and popularity of the internet, the center software applications are essential not to monitor the day to day activities, but also for planning tasks like resource allocations and roadmap design. With the help of call center software that are built or customized (if off the shelf products are purchased) according to company’s style of work, can really act as a blessing for the shareholders and upper management. At lower levels, the appropriate center automated software solutions can provide ease and maximize efficiency of the center agents and managers.

There are so many types of software solutions that are used in call centers around the globe, however, the CRM (Customer Relationship Manager) software applications, VoIP (Voice Over IP) and Dialer software applications are bare minimum requirement for any good center. However, based on requirements and expansion needs and the size of the companies different set of software applications could also be obtained like automatic call redirector, load balancing software applications, to name a few.

A good set of software applications working in a center are enough to ensure the maximum customer satisfaction, provided the agents are skilled. Furthermore, it reduces the load from individuals and manager level staff of the company. With software running instead of manual operations means the cost is saved, as now more work could be obtained from the limited number of human resource.

From future growth perspective, the software also provide MIS reports which can be used to check the trend of the customers. The software applications can also help the company to learn the customers’ needs, so that it can work accordingly to fulfill the gap and gain major market share. With the help of features like call recording, time spent on each call and many other such features, judging all the center agent performance also becomes very easy.

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Online phone dialer services can be a tremendous benefit for organizations that use live agents to place outbound calls. Surveys indicate that online phone dialers can improve call productivity by over 40% and enable callers to complete hundreds of more calls per day.

If you are in a business that requires you to make a lot of outbound calls everyday, chances are pretty good that you are always looking for ways to maximize your time and efforts. Traditionally, predictive dialers have been used to meet these requirements. These predictive dialer systems place many outbound calls simultaneously. If a call is answered by a live person, rather than an answering machine, a light blinks and indicates that a person has been reached. That in turn prompts an operator (on the caller’s end) to connect to the call and start talking.

However, there’s a problem called “dead air” that occurs if the operators on the calling end are still busy talking on a previous call and can’t get to the person who just answered the call fast enough or not at all. That is called “call abandonment.” Because it has become so annoying to people receiving the call, federal laws have been passed that limited the number of abandoned calls that can be made.

If you own a call center or a company that makes an enormous amount of outbound calls daily, this will be a concern to you. However, there are alternatives. There are online phone dialer services that can provide you the call volume that you need, but can also eliminate the call abandonment issues.

The actual operating of an online phone dialer is conducted from your desktop and eliminates the need for expensive telephone lines that can bear a huge monthly cost. You don’t need any hardware or software.

The procedure is rather simple and straightforward. You go online and log into your account and then you upload the phone list you want to use. You click on a number and the system dials it. If the recipient answers, you talk to them. If the call goes to voice mail or an answering machine, you simply click and have the system leave a recorded message. But here is the beauty of the system: While the system is leaving your message, you can already move on and beginning dialing and talking to the next number on your list. Not only do you avoid repeating the same messages to answer machines all day (80% of the phones in the United States are answered by voice mail during the day) but you never have to waste time waiting for the message to complete. By the time the message has stopped, you have already make 1 or 2 more contacts.

It’s important to remember that leaving a message for a contact is far more advantageous than just hanging up. If you’re hanging up 8 out of 10 times you dial, you are wasting a lot of time. Better to put that effort to good use and leave a thoughtful message, that the contact can listen to at his or her convenience. Moreover, the idea of having a live agent call in the first place is to navigate through phone trees and receptionists to reach the proper contact’s phone. If it takes 3 minutes to get to the right phone only to be greeted by voice mail, it’s best to leave a message.

This is particularly useful in certain applications where the law says that any recorded message can only be delivered after receiving consent from the person called. For example, in California that is necessary for political calls.

Here are some advantages of online phone dialer services you’ll want to know about:

1. Manage Everything Directly from a Computer Desktop: You can control everything instantly from your web interface such as which person gets called, if you want to talk or leave a voicemail, what type of message you want to leave (with or without a customized greeting) and much more.

2. Improved Productivity: Your call center reps can log on directly from their own desktop computers at the office, from home or any remote location globally that has Internet access. No need to worry about long distance charges and you can monitor their progress in real time.

4. Fiber Optic Quality: Unlike Voice Over Internet (VOIP), you have access to one of the highest quality telecommunications system available. You can call practically any location on the planet and experience quality reception.

5. Immediate Response: The days of callers being forced to listen to voicemail greetings are at an end. Now you can dial out and leave customized prerecorded messages whenever you reach someone’s voicemail. The system will wait for a beep to deliver a recorded message, and at the same time, allow you to dial and talk to your next contact while a message is being left on the previous recipient’s voicemail.

6. Enormous Capacity: Generally these services are capable of processing thousands of phone calls per hour, and you can control an unlimited number of lists.

If you’re looking for an alternative to expensive predictive dialer system and planning to conform with the new laws, it’s worth your time to investigate your options and learn more about the cutting edge technology that can save your business or organization time and money. You might find that online phone dialers are the way to go.

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