The Discovery Call: How Yellowcom’s Telesales Team Puts Listening First

When most people hear “telesales,” they immediately think of pushy cold calls and high-pressure tactics. But at Yellowcom, we’re doing things differently. We recently sat down with Tony Dorrian, our Head of Telesales, to discuss how our team approaches customer conversations—and why the discovery call is at the heart of everything we do.

Meet Tony Dorrian: Leading with Listening

Tony leads our telesales team across Belfast, Glasgow, and Dublin, and his philosophy is refreshingly simple: listen first, solve second. As the first point of contact for many businesses exploring new telecom solutions, Tony and his team have perfected an approach that’s worlds away from the typical sales call.

“Our role is really simple,” Tony explains. “We are the first people that the customers usually speak with, and it’s just really finding out about what the customers have and what difficulties they’re touching on at the start.”

Why Discovery Calls Matter More Than Sales Pitches

In an industry often dominated by one-size-fits-all packages and scripted sales calls, Yellowcom’s discovery call approach stands out. Rather than launching into a product pitch, our telesales team focuses on understanding your business first.

The Goal Isn’t What You’d Expect

Tony puts it perfectly: “The goal of a telesales call would be quite different than most. It’s not really about pushing the product, it’s about building relationships and getting to know the business that we’re working with.”

This means every call starts with questions, not answers:

• What do you use your phones for day-to-day?
• How does your team use mobile communications?
• What role does broadband play in your operations?
• Where are the frustrations in your current setup?

The Discovery Process: Understanding Before Recommending

Step 1: Mapping Your Current Setup

Every business has a unique telecom ecosystem. A hotel in Belfast has vastly different needs than a dental practice in Edinburgh or a construction firm in Dublin. Our discovery calls begin by mapping out exactly what you’re currently using—not to judge or criticise, but to understand.

Step 2: Identifying Pain Points

Once we understand your setup, we dig deeper into the challenges. Maybe it’s:

• Missed calls during busy periods
• Poor mobile coverage at certain sites
• Expensive international calling
• Lack of integration between systems
• Frustration with current provider support

As Tony notes, we’re “discovering what issues, what pain points they’re currently having, and how Yellowcom’s features and solutions can really help support them with that.”

Step 3: Recognising Different Needs Within Your Business

One of the most valuable insights from our discovery approach is understanding that different departments often have different needs. Tony emphasises this crucial point: “People from different departments in the same business, they may have different needs. They may have different jobs day to day, naturally.”

For example:

• Reception staff might need call queuing and transfer features
• Sales teams require mobile integration and CRM connectivity
• Field workers need reliable mobile coverage and data
• Management wants call analytics and cost control

Moving Beyond the Phone: The On-Site Advantage

Here’s where Yellowcom truly differentiates itself. While many providers try to close deals over the phone, we believe in taking the next step.

“It’s about really just organising an on-site meeting so we can explore that more,” Tony explains. This isn’t just about making a sale—it’s about ensuring we deliver exactly what your business needs.

Why On-Site Matters

Telecoms isn’t like ordering office supplies. As Tony points out: “It’s quite different than any industry I’ve worked in in the past because it’s not like a one-shoe-fits-all approach.”

By meeting you at your premises, we can:

• See your physical setup and infrastructure
• Meet different team members and understand their needs
• Identify technical requirements or limitations
• Demonstrate solutions in your actual environment
• Build face-to-face relationships

The Yellowcom Difference: Tailored, Not Template

“I think the benefit that we provide is it’s a tailored solution,” Tony emphasises. “It’s making sure that everything is actually specific for that business. It’s specific for that user.”

This tailored approach means:

• No cookie-cutter packages forced to fit your needs
• Flexible solutions that grow with your business, whether you need cloud phone systems or on-premise systems
• Local support from teams who understand your region
• Personal service from people who know your name

What Happens After the Discovery Call?

Following a discovery call with our telesales team, businesses typically experience:

1. A detailed follow-up summarising what we’ve learned about your needs
2. An on-site consultation with our technical team
3. A customised proposal designed specifically for your business
4. Clear pricing with no hidden surprises
5. A dedicated account manager for ongoing support

Real People, Real Conversations

In an era of automated chatbots and offshore call centres, Yellowcom’s approach feels refreshingly human. Our telesales team aren’t reading from scripts—they’re having genuine conversations about real business challenges.

“We actually personalise everything, and we do that from start to finish,” Tony confirms. It’s this commitment to personalisation that transforms a simple phone call into the beginning of a true business partnership.

Ready for a Different Kind of Telecom Conversation?

If you’re tired of pushy sales calls and generic solutions, maybe it’s time to experience the Yellowcom difference. Our discovery calls are about understanding your business, not pushing products. They’re about building relationships, not closing quick sales.

As Tony and his team demonstrate daily, the best telecom solutions start with the simplest action: listening.

Whether you’re in hospitality, education, healthcare, or any other sector, we understand that your needs are unique.

Experience the Yellowcom discovery approach. Book a no-pressure consultation with our team in Belfast, Glasgow, or Dublin today.

Want to learn more about the people behind Yellowcom? Find out more about us and discover why businesses across the UK and Ireland are choosing our personal approach. Because at Yellowcom, it’s not just about better connectivity solutions—it’s about the real people making it happen.

Schedule your discovery call today and find out why businesses across the UK and Ireland are choosing Yellowcom’s personal, tailored approach to telecoms.

Already know someone who could benefit from our approach? Check out our referral programme and help other businesses discover better telecoms.