Attract the Right Job or Clientele:
Getting More Sales Through Inbound Calls
Guest Post by Andrew Lisa
No matter how many new tools businesses get from the emergence of new technology, the most important part of virtually every business’s customer service platform is still the telephone. Setting up a modern, efficient call center and staffing it with personnel who have the tools and the training to solve problems is a must for every business that cares about its customers.
Note: Those who are seeking to advance their career should heed the advice and take note whether the company where you wish to be employed is doing everything they may to enhance the customer experience.
Even if you do 100 percent of your business online, customers are always going to want to call when they have a problem.
Inbound Calls: The Key Ingredient to Healthy Customer Service
As discussed in the article “Driving Inbound Call Center Performance,” a business’s customer service department is only as good as its call centers. From resolving problems to taking orders to processing exchanges, the vast majority of a business’s interactions with its customers are through inbound calls. There is a direct link between call center performance and the degree of both customer loyalty and increased sales.
Empower Your Representatives
With the exception of long wait times, the single biggest frustration callers face is when they reach a representative, explain their plight and hit a brick wall with a representative who means well, but who simply doesn’t have the power to handle the problem. Hire good representatives and pay them well. But more importantly, cut bureaucracy and empower representatives to make decisions and solve problems without asking permission from a supervisor or manager.
This strategy only works if representatives are prepared and trained beforehand on the most common complaints or problems, and how to deal with them. But representatives must be granted elasticity in problem solving, and given the ability to adapt and ad lib through each individual phone call. Finally, this strategy requires comprehensive post-call analysis to determine what is working and what isn’t, without blaming the representative for doing what he or she thought would be the simplest solution to the problem.
When the strategy works, first-call resolution rates can skyrocket.
Call Records Should Be Meticulous and Centralized
If your business hasn’t migrated to an IP-based telephone network, a VoIP upgrade should probably be the next expenditure on your list. VoIP is cheaper, more scalable and comes with more features, but when it comes to record keeping, an IP telephone network is irreplaceable. With a VoIP system, representatives can easily take notes for each incoming call. Those notes can be centrally maintained and available for the next representative the next time that same customer calls. This way, anyone who takes the call can get a snapshot of the customer’s entire call history.
A modern IP-based system can forward incoming calls to any line, including mobile phones.
Setting up a modern IP-based phone network that is powerful and flexible enough to deal with incoming calls is crucial for businesses that want to improve sales and boost their first-call resolution rate.
For More Insights: Visit Elinor’s Amazon Author Page
“Communicate to Attract Interest”
Be A Story-Teller
As the CEO of Smooth Sale, after her near-death experience, Stutz adapted the motto, “Believe, Become, Empower.”Nice Girls DO Get the Sale is an International Best-Selling and is Evergreen – among the classics; HIRED! Helped many to secure the job they desired.
Today’s insights are provided to help you achieve the Smooth Sale!
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