Telesales, or selling over the phone, is one of the most effective direct marketing strategies when executed with the right techniques. However, many telesales agents struggle to meet their monthly sales targets. Challenges such as disinterested prospects, repeated rejections, and difficulty in building customer rapport can become major obstacles in the closing process.

With the right strategies and approaches, though, reaching your sales target is far from impossible. Discover easy and practical tips you can apply to boost your performance and productivity in this article.

A Variety of Easy Tips to Hit Your Sales Target in Telesales

Psst... these easy telesales tips can be applied whether you’re experienced or just starting your career in telesales. Here are some tips you can implement:

1. Understand the Product Thoroughly

The first essential step is mastering knowledge of the product or service you’re offering. Customers trust telesales agents who can clearly and convincingly explain the product’s benefits. Therefore, you need to understand its features, advantages, and unique selling points so you can respond to any question or concern with confidence.

2. Use a Script But Stay Flexible

Scripts help keep your conversation structured and organized. However, don’t rely on them too rigidly. Customers can tell when you speak in an overly robotic tone. Treat the script as a basic guideline, then adjust your delivery to match the customer's communication style. Listen actively and respond appropriately to make the conversation feel more natural and convincing.

3. Know Your Target Audience

Audience segmentation is crucial in telesales. Make sure you understand who you’re speaking to, what their needs are, what problems they’re trying to solve, and their motivations for purchasing your product. With this information, you can tailor your approach in a more personal and relevant way.

4. Build Emotional Connections

A key factor in successful telesales is building trust. Create an emotional connection with customers through warm and attentive communication. Address them by name, ask how they’re doing, and show appreciation for their time. These gestures can significantly increase the likelihood of a purchase.

5. Use Open-Ended Questions

Instead of immediately offering your product, start the conversation with open-ended questions that explore the customer’s needs and problems. For example: “What challenges are you currently facing in managing your monthly budget?” Questions like this give you the opportunity to present relevant and targeted solutions.

6. Manage Your Time Efficiently

Time is your most valuable asset in telesales. Use tools like CRM systems, call schedules, or automated reminders to maximize the number of productive calls you make. Prioritize high-potential prospects and schedule follow-ups regularly. Avoid spending too much time on calls that show little promise.

7. Improve Your Listening Skills

Active listening is a vital skill that’s often underestimated. Many agents get too focused on the script and miss out on truly understanding the customer’s needs. Listen attentively, pause before responding, and confirm the information received to avoid miscommunication.

8. Handle Rejections Strategically

Rejection is part of the telesales job. What matters is not avoiding rejection but how you respond to it. Prepare responses for common objections like “I’m not interested” or “It’s too expensive” with polite but solution-oriented replies. Practice your persuasion skills and don’t give up after the first rejection.

9. Analyze and Evaluate Performance Regularly

Monitor your performance on a regular basis. Track how many calls you make, determine your conversion rate, average call duration, and reasons for rejection. With this data, you can identify ineffective strategies and improve them. Don’t forget to use feedback from supervisors or customers as learning material.

10. Attend Regular Telesales Training

Telesales is a field that’s constantly evolving. To stay competitive, it’s important to keep sharpening your skills and updating your knowledge through training or workshops. With the right training, you’ll learn the latest techniques for closing deals, customer approaches, and digital tools in the sales process.

These are just a few easy tips to help you achieve your telesales targets. In addition to applying the tips above, never hesitate to practice and continue improving. These habits will make it easier for you to reach your sales goals.

Want to Master Telesales and Achieve Your Sales Targets Faster?

Boost your telesales skills in a structured and practical way by joining the Enhancing Telesales Strategy to Achieve Sales Targets training. In this training, you’ll learn directly from industry practitioners about effective closing strategies, persuasive communication techniques, and how to build customer trust over the phone.

By joining this training, you won’t just gain more confidence when calling customers you’ll also be better prepared to handle various sales scenarios. Maximize your potential as a professional telesales agent and achieve your sales targets more consistently with this program.

Call center operations demand speed and responsiveness to maintain service quality. One key factor that ensures smooth workflows is the role of Real Time Floor Management (RTFM). If you’re working in or planning to build a career in the call center industry, understanding this role is essential to keeping operations stable, focused, and efficient at all times.

RTFM is more than just live agent monitoring, it ensures service processes run according to standards, SLA (Service Level Agreement) targets are met, and quick actions are taken when issues arise. Let’s take a deeper look at what Real Time Floor Management is and the responsibilities it carries in a call center.

What Is Real Time Floor Management?

Real Time Floor Management (RTFM) is the process of monitoring activities in a call center live and in real time. Its goal is to ensure every aspect of operations runs smoothly and remains balanced. The RTFM team oversees call queues, agent availability, and ensures customer requests are handled within optimal timeframes.

In practice, RTFM uses monitoring dashboards that display metrics like Average Handling Time (AHT), Call Abandonment Rate, number of calls in queue, and agent break status. Monitoring is done live so that any fluctuations in call traffic or agent performance can be addressed immediately.

Why Is RTFM Important in a Call Center?

You might wonder what happens without RTFM in a call center? Without accurate monitoring and quick intervention, service delays can spike. For example, if call volumes suddenly increase due to a promo or emergency, RTFM can quickly redeploy staff, call in backup agents, or reroute calls to other teams to maintain SLA targets.

Additionally, RTFM helps balance agent workloads, prevent burnout, and manage breaks in compliance with regulations. This makes RTFM a critical role in maintaining high-quality customer service.

Key Responsibilities of RTFM

As an RTFM specialist, you will be responsible for several tactical aspects of daily operations. Here are the main duties to understand:

1.Monitoring Call Traffic

RTFM monitors incoming calls, service duration, wait times, and call volume trends. These insights inform real-time decisions.

2. Managing Agent Availability

One of RTFM’s core tasks is ensuring enough agents are available to meet demand. This includes adjusting shift schedules or calling in backup teams as needed.

3. Handling Service Disruptions

In the event of system errors, network issues, or call spikes, RTFM immediately escalates the issue to technical teams or supervisors.

4. Cross-Department Coordination

RTFM acts as a bridge between agents, supervisors, Workforce Management (WFM), and IT support to ensure quick problem resolution.

5. Preparing Daily Reports

All actions and interventions during the shift are recorded in real-time reports, which are essential for performance evaluation.

Skills Needed to Become a Reliable RTFM

Interested in becoming an RTFM specialist? Here are some key skills you'll need:

• Quick Analysis: Ability to interpret dashboards and assess situations swiftly to take the right actions.
  
  
• Assertiveness & Quick Decision-Making: RTFM has no room for hesitatio decisions must be made immediately when issues arise.
  
  
• Communication Skills: As you'll be coordinating with multiple teams, clear and effective communication is essential.
  
  
• Multitasking: You'll be monitoring several indicators while maintaining communication across teams focus is key.
  
  
• RTFM Tools Proficiency: Familiarity with real-time monitoring tools like Avaya CMS, Genesys, or other WFM systems will be a major asset.
  
  

Challenges in the RTFM Role

Being an RTFM isn’t always easy. You’ll face high pressure during traffic spikes and must be ready to make impactful decisions quickly. Other challenges include dealing with agents who don’t follow schedules or handling system outages all without compromising service quality.

However, with proper training and hands-on practice, you can sharpen your operational instincts and improve your real-time decision-making skills.

RTFM vs. Quality Assurance: What's the Difference?

While both roles focus on performance, RTFM and Quality Assurance (QA) have very different functions. QA evaluates the outcome of interactions, such as how agents greet customers, script adherence, and professionalism. RTFM, on the other hand, focuses on real-time operations, ensuring agents are present, queues are stable, and systems are performing at that moment.

Collaboration between RTFM and QA is essential for smooth and high-quality call center performance.

Want to Become a Reliable and Professional RTFM?

If you're excited to take on a critical role in contact center operations, now is the time to level up your skills through professional training. Join the Becoming an Effective RTFM in the Contact Center training program. You’ll learn directly from industry practitioners how to monitor operations in real time, manage crises during shifts, and apply rapid decision-making techniques that impact service quality.

With this training, you’ll be more prepared to take on the RTFM role and more confident when making high-stakes decisions. Maximize your career potential in the call center world and become the frontline force that ensures smooth operations and customer satisfaction.

PT VADS Indonesia proudly announces the results of its Net Promoter Score (NPS) and Customer Satisfaction (CSAT) survey, reflecting an outstanding achievement. According to a survey conducted by IPSOS in 2024 and released in January 2025, PT VADS Indonesia recorded an NPS score of 63 and a customer satisfaction rate (CSAT T3B%) of 97%.

Commitment to Excellence in Service

This achievement reflects PT VADS Indonesia’s commitment to delivering the best service to all clients and business partners. These results also serve as motivation for the company to continue innovating and enhancing service quality to support customers’ business success.

Customer Support as the Key to Success

This success would not have been possible without the trust and full support of PT VADS Indonesia’s customers and partners. With this accomplishment, the company is even more motivated to foster stronger collaboration and provide high-quality services that meet customer expectations.

PT VADS Indonesia extends its gratitude to all customers for their trust. Let’s continue working together to achieve even greater success in the future!

Jakarta, October 31, 2024 – PT VADS Indonesia has once again been honored with two prestigious Stellar Workplace Awards for 2024: Employee Commitment and Employee Satisfaction. This achievement marks the fourth consecutive year that VADS Indonesia has received these recognitions since 2021.

The Stellar Workplace Awards, presented by One GML Centre of Digital & Human Transformation (CDHX) and Kontan magazine, honor organizations that demonstrate exceptional dedication to fostering outstanding work environments.

Representing the company, Ms. Dian Andriani, Head of Human Capital at PT VADS Indonesia, accepted the awards. In a message from CEO Saravanan Belusami, he shared, “I’ve always believed that a happy employee is a productive employee. These awards validate our efforts to build a workplace culture where everyone feels valued and supported. Thank you, VADSters, for making this journey so rewarding.”

VADS Indonesia remains committed to prioritizing employee well-being and professional growth. The company will continue to innovate and invest in its people to ensure a world-class work environment.

Jakarta, October 24, 2024 – VADS Indonesia, a subsidiary of TM ONE, today welcomed distinguished guests. Several high-ranking officials from Telekom Malaysia (TM), TM Global, and TM One made a working visit to the VADS Indonesia headquarters in Jakarta. This visit marks a valuable moment to strengthen inter-company relationships and share inspiration.  

The guests included Mr. Amar Huzaimi Bin MD Deris, Group Chief Executive Officer of Telekom Malaysia, Mr. Ahmad Fairuz Bin Rahim, Deputy Group Chief Finance Officer of Telekom Malaysia, Ms. Shazurawati Binti Abd Karim, Executive Vice President/CEO of TM One, Mr. Baharul Nizam Said Daliman, Vice President of International Sales at TM Global, and Ms. Noorhanida Binti Su'ib, Vice President of Product & Innovation at TM One. 

The visit began with a warm welcome from the entire VADS Indonesia management. The guests were treated to a traditional Jambi dance, Tari Sekapur Sirih, as a sign of respect and welcome. The event continued with a "Lawatan Mesra" session, led by Mr. Amar Huzaimi MD Deris himself. In this session, he shared his experiences and provided motivation to all VADS Indonesia employees. 

To enliven the event, ushers wore traditional Bodo clothing from South Sulawesi, while the MC made a stunning appearance in traditional Javanese attire. The atmosphere became even warmer with a Q&A session between Mr. Amar Huzaimi MD Deris and VADS Indonesia employees.  

The event concluded with a group photo session and a tour of each floor of the VADS Indonesia office. In addition to visiting the headquarters, the guests also had the opportunity to see firsthand the strategic projects being undertaken by VADS Indonesia, such as the Prakerja, XL, and Amar Bank projects. 

The visit by TM executives is expected to further strengthen the synergy between VADS Indonesia and its parent company. Additionally, this visit also serves as motivation for all VADS Indonesia employees to continue to work and give their best for the company. 

VADS Indonesia has been lauded for its exceptional contributions to environmental sustainability, earning the coveted ESG Warrior XL Axiata 2024 award in the Best Environment Initiative - Silver Category. This prestigious recognition underscores the company's unwavering commitment to creating a positive impact on the planet.

The ESG Warrior award celebrates organizations that demonstrate exceptional leadership in environmental, social, and governance (ESG) practices. VADS Indonesia's recognition highlights its significant achievements in promoting sustainable business practices and contributing to a greener future.

Our CEO, Saravanan Belusami, expressed his pride and gratitude for the team's accomplishments. He said, "This award is a testament to the hard work and dedication of our entire team. It's a collective effort that has enabled us to make a meaningful impact on the environment. I am incredibly proud of what we have achieved together. I would also like to express our sincere gratitude to XL Axiata for recognizing our efforts and for being such a supportive partner."

Looking ahead, VADS Indonesia remains committed to advancing its sustainability agenda. The company aims to set new benchmarks in sustainable practices, collaborate with like-minded organizations, and continue to contribute to a more sustainable future.

VADS Indonesia's ESG Warrior award is a testament to its dedication to environmental sustainability and its positive impact on the community. As the company continues to innovate and drive change, it remains a leader in the field of sustainable business practices.

On October 8, 2024, VADS Indonesia warmly welcomed the delegation from the National Union of Telecommunication Employees (NUTE) Malaysia to our office. NUTE represents non-executive workers in the telecommunications sector and plays a vital role in ensuring the welfare of workers in the industry.

The purpose of this visit was to introduce VADS Indonesia as a leading business process outsourcing (BPO) company and to showcase the latest technology we have adopted in our contact center. Among the innovative solutions we presented was our Omni Channel technology, which enables seamless and integrated customer interactions across various communication channels, both digital and conventional.

This visit marks an opportunity for closer collaboration between VADS Indonesia and NUTE Malaysia, aiming to further enhance services for the telecommunications industry in the future.

We extend our heartfelt thanks to NUTE for their valuable visit! We look forward to a mutually beneficial partnership in the times ahead.

Looking to kickstart your career in the contact center industry? One of the key steps you need to master is creating an impressive and professional CV. A CV is not just a document—it's a snapshot of who you are and can be the determining factor in landing your dream job.

Join our webinar "How to Create an Impressive CV for Job Seekers" and get the essential skills to begin your career confidently. This webinar is perfect for those preparing to become a contact center agent or any other role. With step-by-step guidance, you'll feel more confident in crafting a CV that grabs recruiters' attention.

What Will You Learn?

In this webinar, we will cover key topics, including:

1. Definition and Types of CVs: Understand different CV formats suited for various roles and industries.
2. Step-by-Step Guide to Creating a Professional CV: Learn practical steps to structure an engaging and effective CV.
3. Showcasing Your Experience and Skills: Discover how to highlight your experience and skills in a way that aligns with the job you're targeting.

Webinar Details:

• Date: Thursday, October 17, 2024
• Time: 3:00 PM - 5:00 PM WIB
• Duration: 2 hours
• Venue: Online via Microsoft Teams
• Trainer: Silvani Imanda, an experienced professional in HR and career development.

Benefits:

• E-Certificate
• Materials (PDF)

Fee:

Rp. 49,000 (Special discount from the original price of Rp. 199,000!)

How to Register:

• Registration Deadline: Tuesday, October 16, 2024
• Payment: BCA – VADS INDONESIA PT – 2063997447
• Register now through: bit.ly/academy-cvmenarik

Don't miss this opportunity to better prepare yourself for entering the workforce!

As a company that prioritizes integrity and good governance, PT VADS Indonesia is committed to enforcing a strict and consistent anti-bribery policy. This policy is part of the implementation of the Anti-Bribery Management System (ABMS) in accordance with the Indonesian National Standards (SNI) and the applicable laws in the Republic of Indonesia.

Anti-Bribery Statement

PT VADS Indonesia upholds its anti-bribery stance by implementing the 4 NO’s principles in all its business activities and operations. These principles are:

1. No Bribery – Rejecting all forms of bribery, extortion, or coercion.
2. No Kickback – Prohibiting the acceptance or giving of commissions, gratuities, or any form of incentive.
3. No Gift – Banning the acceptance of inappropriate gifts.
4. No Luxurious Hospitality – Ensuring simplicity in hospitality and avoiding extravagant receptions.

By adhering to these principles, PT VADS Indonesia commits to maintaining integrity and ensuring that all business relationships are free from bribery.

Zero Tolerance for Violations

The company enforces a zero-tolerance policy against any form of violation related to corruption, particularly bribery. Any actions that violate the laws on corruption eradication will be addressed in accordance with the applicable regulations.

Implementation and Monitoring

As part of this anti-bribery policy, PT VADS Indonesia ensures that all employees and stakeholders comply with the following:

• The Company’s Code of Conduct
• Core Values
• The 4 NO’s Principles

The company also regulates potential conflicts of interest among employees. Any conflict that poses a potential risk must be declared and addressed according to the company’s policies.

Regular Training and Education

PT VADS Indonesia conducts regular training and socialization sessions on corruption prevention, the application of the 4 NO’s principles, and business integrity development. These training sessions are designed to ensure that all employees are fully aware of the importance of maintaining integrity in all activities.

Independent Anti-Bribery Compliance Function

The company has established an Independent Anti-Bribery Compliance Function, responsible for overseeing the implementation of this policy. This function actively ensures that all business processes align with the principles of integrity.

Sanctions and Actions

Any violation of the Code of Conduct or the 4 NO’s principles will result in sanctions in accordance with company policies. PT VADS Indonesia enforces strict consequences for anyone found engaging in activities that are inconsistent with this anti-bribery policy.

Adherence to Regulations

This policy is grounded in various legal frameworks in Indonesia, including:

• KPK Regulation No. 2 of 2019 on Gratification Reporting
• Law No. 20 of 2001 on the Eradication of Corruption
• Law No. 11 of 1980 on Bribery
• ISO 37001:2016 on Anti-Bribery Management Systems

As part of TM ONE, PT VADS Indonesia also refers to the Parent Company’s Code of Conduct to ensure that all operations adhere to high standards of business ethics.

By implementing this anti-bribery policy, PT VADS Indonesia is committed to continuously enhancing transparency and accountability in all its business processes, thereby maintaining the trust and reputation of its clients and stakeholders.

Download: PT VADS Indonesia Sertifikat ISO 37001:2016

Are you aiming to ace your job interview and start a career in the contact center industry? Don’t miss out on our Free Webinar titled "Successful Interview Strategies for Job Seekers." This webinar is specifically designed to provide you with essential knowledge and boost your confidence as you prepare for a career as a contact center agent.

What Will You Learn?

• Steps to prepare before a job interview
• How to handle interview questions
• Etiquette and manners during the interview
• Actions to take after the interview

Webinar Details:

• Title: Successful Interview Strategies for Job Seekers
• Date: Monday, September 9, 2024
• Time: 15:00-17:00 WIB
• Duration: 2 hours
• Format: Online via Microsoft Teams
• Trainer: M. Sulaiman
• Benefit: E-Certificate
• Price: Free!

Registration Deadline: Friday, September 6, 2024

Register now at: https://bit.ly/academy-wawancara

Don’t miss this golden opportunity to enhance your skills and open the door to a successful career in the contact center industry!

Are you working in customer service and looking to improve your English communication skills? Join our English for Customer Service webinar on September 19, 2024, from 15:00 to 17:00 WIB. This session is specially designed to help you master essential English skills for your customer service role.

What You Will Learn:

1. Understanding the use of present tense in customer service contexts.
2. Key English vocabulary that is crucial for effective communication in customer service.
3. Common English phrases used in customer service interactions.

Webinar Details:

• Date: September 19, 2024
• Time: 15:00 - 17:00 WIB
• Investment: Rp49,000
• Benefit: e-Certificate, Lifetime Access to Materials
• Trainer: Ayu Putri Pramesti, BNSP Certified
• Format: Online

Register now at: bit.ly/academy-englishforcs

Don’t miss this opportunity to enhance your professional skills at an unbeatable price. Secure your spot today and take your customer service communication to the next level!

For more information, contact us at +6287888780066 or email us at academy@vads.co.id.

A Contact Center is a centralized information system used to serve customer needs, utilized by nearly all industries, such as banking, telecommunications, healthcare, government, insurance, travel and hotels, e-commerce, and many more.

Basic knowledge of the contact center world is essential for every employee, especially contact center agents, to easily adapt and provide excellent service to customers.

Poor understanding can negatively impact the organization and create a poor image for the industry itself. Therefore, basic knowledge of contact center agents is crucial. Do you know the definition and duties of a contact center agent? What career paths are available? Are you aware of the channels commonly used in a contact center? And what skills are needed for each of those channels?

You must have this basic knowledge if you want to pursue a career in the contact center world, so you can be more understanding and confident in carrying out the duties of a contact center agent. Register yourself or your employees now through https://bit.ly/academy-career.

Materials:

1. Understanding the definition and duties of a contact center agent
2. Career paths in the contact center world
3. Commonly used channels and the necessary skills for each channel

Title: Career in the Contact Center World
Date: Thursday, August 15, 2024
Time: 3:00 PM - 5:00 PM WIB
Duration: 2 hours
Mechanism: Online
Benefits: E-Certificate and PDF Materials
Price: Rp. 100,000
Promo: Buy 2 get 3 for Rp. 200,000

Bank Account: BCA – VADS INDONESIA PT – 2063997447
Trainer: Bastian Elmori Tobing (BNSP Certified)
Venue: Online (Microsoft Teams)
Registration Deadline: Wednesday, August 13, 2024

For more information, contact:

Academy VADS
+6287888780066
academy@vads.co.id