Find out how to increase your sales in your call center and make your customers happy in 2015.
Have you been unable to increase the sales in your call center in 2014? Now, you can change that and maximize your sales by making a few tweaks. Here are top three tips that can help you make your customers happy, while you make more sales.
1. Don’t depend too much on IVR
If you have focussed only on automated calls, you may want to make a change. Sectors, like Banking have a high IVR call rate of 70% and this figure is only increasing for other sectors as well. However, it is best to gain a balance between cost-saving automation and revenue-generating live calls. Analyze all the calls you handle and sort them into the most difficult, the simplest and the most valuable. This can give you a clear perspective.
2. Find out if your agents have the potential to sell
When it comes to increasing sales, most companies immediately think about training their agents. Training is important, but it is also critical to find out if your call center agents have the potential to sell to your customers. Recent research has revealed that out of 100 customers, 12 wait for an unacceptably long time, 18 do not get their queries resolved and 20 are unable to get through. This is why it is very important to only choose call center agents who can actually sell.
3. Ask your customers for feedback
After a call is placed by a customer, ask them for feedback. This will help you to see who are your best agents. You will also know who are the ones that are productive and have generated good customer satisfaction.
4. Segment your customer calls
Do not treat all your calls in the same manner. Ask your call center agents to create logs based on simple facts like:
- Was the call made by an existing / new customer?
- Did the customer make an order?
- Did the customer have an intention to buy?
Once you segment the calls made by your customers, you can develop a strategy and save time by not trying to up-sell to some customers and by improving AHT in other calls. This is a great way to increase your sales.
Have you tried outsourcing?
If you have not tried outsourcing call center services, then you may want to give it a shot in 2015. From inbound to outbound and chat support, you can choose from a wide range of options. Not only will you be able to save on time and effort, but you also need not make investments on technology, infrastructure and resources. Read more about Flatworld’s call center outsourcing services.
If you were to outsource contact center services, which service would you outsource and why? Let us know by leaving a comment in the box below. We, at Flatworld Solutions love to hear from you!
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Editor
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