Outbound Call Center Tips: Do Agents Need To Learn The Psychology Of Selling?


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Do outbound agents need to learn the psychology of selling? As salespeople, yes, they do.

When you ask a veteran outbound agent to give you some outbound call center tips, specifically about selling, they would tell you many things. While each of their strategies works, it does not guarantee that it would work to you or in a particular case as well.

That is because every situation is different. Every person has a different need and each one of them has different likes and dislikes. However, there may be some common denominator there.

What could be it? EMOTIONS.

Yes, you have read it right.

Brian Tracy’s classic guidebook, “The Psychology of Selling: Increase Your Sales Faster and Easier Than You Ever Thought Possible,” talks about different selling strategies. He stated in his book that it is important to identify a person’s emotional value and hone your selling strategy around it.

For an outbound call center in the Philippines, it is important to note how an agent sells products and services as grounded on people’s emotions and experiences.

Another book that justifies the notion that people use emotions when is “Influence” by Robert Cialdini. As a professor of the psychology of selling and marketing, Cialdini has studied the subject matter wherein he listed six things that every salesperson should remember:

1. Reciprocity
2. Commitment and consistency
3. Liking
4. Authority
5. Social proof
6. Scarcity

These six principles are all connected to human emotions. The first one, reciprocity deals with the emotion of guilt and the need to give back. The second one, as straightforward as the words are, means that people need consistency and something to commit to. When outbound agents explore that buyer’s attitude, it could bring positive results.

The third one is all about branding and identity; they should be relatable. Your target audience should understand your brand and what it applies and stand for. Just like what Seth Godin once said, “People do not buy goods & services. They buy relations, stories, and magic.” This is another aspect of human emotions that outbound agents could tap into.

Somehow, social proof is related to liking. Social proof is like the bandwagon effect. As people are instinctively social, we tend to follow what is the trend to feel like we belong. This is another way to increase your sales and revenue. One of the many outbound call center tips can be about this, telling your prospect that many people have bought your product or service and that would immediately make them think.

Authority is when your brand has an expert working on it or a celebrity promoting it. It makes people believe to what those people say and influencing their buying decision in the end. The last one, scarcity, also greatly affects people’s buying decision. It relies on the principle of urgency. It gives consumers the impression that they have to buy it now or else they will never buy the same product again or they have to wait again for a long time.

All these information about how salespeople or outbound agents can affect consumers’ buying decisions are important. Outbound call center tips should not only be about how you talk to your customers but how you can build a relationship with them.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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