Contact Centre Strategies to Convert Customer Service Calls to Sales
The role of customer service agents is shifting as consumer expectations are rising. This means that your business’s call centre team has the opportunity to have a great impact on customer satisfaction and loyalty. By delivering collaborative customer service, agents can also sell additional products and services. If you want to know how to transform your contact centre strategies to drive sales, here are some important steps.
Prepare Sales and Contact Centre Strategies A lot of emphasis is placed on the customer experience because people want to be treated equally, whether they are communicating online with an agent or talking to a salesperson. It is important to decide what kind of brand experience you want to provide to your customers and make sure each interaction meets that goal. Aligning sales and contact centre strategies will allow you to deliver a pleasant and consistent experience each time, which will lead to better customer loyalty and repeat sales. Develop a Service-Centric Sales Mindset You may not have thought of it this way, but each interaction between a call centre agent and a customer is a sales opportunity. Train your agents to understand how customers can benefit from upgrades or from purchasing additional products or services. By taking on this consultative approach, they can put customer satisfaction at top priority and recommend products for the sole purpose of solving customers’ problems. Going off script like this is more genuine and approachable. Agents must also be trained on how to listen well, understand the concerns of the customer, and provide appropriate solutions. Offer Instant Training To improve your agents’ skills in sales, you can deploy contact centre tools that support them while they work with customers. For example, instant messaging integrated into your phone system allows agents to stay in touch with senior or high-performing colleagues to get real-time advice. There are also coaching features built into leading contact centre solutions, which allow supervisors to silently listen in on calls and support the agent with the right responses. This can all be done without the customer having any idea. Businesses can also integrate a Customer Relationship Management (CRM) system to give agents a full view of the customer’s previous interactions with the company. Staff Competition Many people work best under a little pressure or competition. You can apply this to your contact centre to create a culture of optimism, productivity, and boosted motivation. To implement this goal, consider creating teams that compete against one another, this will boost employees’ enthusiasm and efficiency. Then, encourage each team to share what strategies worked with customers and which did not. This allows employees to learn from one another and will improve the skills of the entire call centre team. Leveraging Existing Contact Centre Technology Automatic Call Distribution software (ACD) is used by nearly all contact centres, and it works by tracking and measuring all customer interactions. It is even able to track non-traditional interactions, such as tweets, and send them in the form of an e-mail. ACD tracks the actions that happened and not the content of the interaction; however, a CRM system provides a log of specific details about each interaction and provides a better picture of what goes on during the interaction. This feature of a CRM is essential for agents to see contact history to prepare themselves for future customer interactions. These technologies are becoming more efficient even with non-traditional channels of communication. Take Advantage of Vendor Training Work with your vendor to provide regular training for agents so they can learn more about the features and functionality of contact centre technology. They may discover new tools that can help them achieve sales goals in a reduced amount of time. Improve Your Contact Centre Strategies with High Tech Communications If you want to reap the benefits of an improved and more efficient content centre strategy, High Tech Communications has the solutions you need. Based in Aurora, Canada, we have partnered with several first-rate on site and cloud service providers to bring excellent call centre technology to our customers. Our services also include setting up high-end VoIP phone systems and data solutions (on site or in the cloud) that can benefit a host of GTA sectors, such as education, healthcare, hospitality, call centres, and countless types of businesses. We have integrated network partnerships and can offer dedicated communications support across regional, national, and international accounts. To learn more about how we can optimize your call centre and sales strategies, contact us toll-free at 1-(800) 853-2335.