Turning your call center into a sales focused firm is usually a great challenge to accept. It is a very common phenomenon that is usually seen with small and mid-sized inbound call centers. As the volume of call center employees is diverse and requires huge capital for infrastructure, most of these firms have recognized this sector as a great factor that restricts sales profit. Therefore, many strategies have been instigated to make it more centralized to make it a sales hub along with a customer support powerhouse.
Some of the methods through which you can integrate better sales are as follows:
A good service level is the fundamental for any success. It is your responsibility to take care of the customer’s initial inquiry as soon as you receive such reply. It is the customer, for which you are being paid by the company. Serve them on first basis and maintain a transparent policy with the customer base, right from the inquiry process to the delivery stage. In addition, the process becomes more effective only when the team is interested in selling business. Training the agents on regular basis will allow them to implement their best efforts to deliver targets on time.
This is also complimented only when the team leaders/team managers are effectively explained the strategy of your business. If they are not aware of the basics, how can they pass their messages to the juniors? An open door policy is a great step to help the company develop its sales strategy. A daily update of the sales targets should be communicated within the department through e-mailers, meetings and seminars.
A perfect equilibrium between call quality and sales results is also very vital. Good sales calls are an efficient call can be measured by a good sales call and this is because of the effort of the caller who know effective way to maintain this relation.
The offshore customer care services can include effective inquiry handling that requires frequent structuring of the marketing tactics. The inbound call center agents may not be able to recognize the strategies easily as they can be a little complex to understand. Therefore, it is the duty of the team managers to explain them the bottom line.
Instruct them about your business nature and create the importance of their role in the business development process. Also try to update the individual agents to update on their performance every week or month and how their role has brought change to the business. Rewarding them with some cask or some designations will certainly allow them to work better and create a brand consciousness amongst the team.
Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Offshore inbound call center and phone answering services to help them serve you better.