According to Forbes, companies are dropping the ball to the tune of $75 billion annually because of poor customer service. It stands to reason that by improving your call centre operations, you’re in a better position to skyrocket sales.
Your call centre is the critical link between you and your customer. Your agents are uniquely placed to understand what your customers want and by using call analytics tools to support your sales efforts, you can understand what makes your high-flyers soar.
In this blog, we’ve got 4 call centre selling tips that will help you skyrocket sales and boost your revenues effortlessly, using information that you’ve been missing out on.
4 top tips to increase sales and conversions in your call centre
1. Shine a spotlight on your best-quality calls
Imagine if you could shine a spotlight on those star-studded calls that led to huge profits. You can, all you need is to start collecting that data. Call monitoring software enables you to collect real-time and historic data about your best-quality calls, giving you the information you need to replicate them, again and again.
Using call monitoring, you can identify keywords that are likely to trigger conversions and use these to polish up your sales scripts. With this knowledge, you can continuously optimise your scripts to focus on converting customers and boosting your revenues. Plus, with complementary tools like Smart Match, you can link those valuable calls directly to campaigns, allowing you to be more strategic when it comes to deciding where to invest.
2. Improve sales tactics using real-time intel
One of the simplest ways to skyrocket sales is to pay attention to the types of interactions that provide the desired outcomes, whether that’s saving a potential failure in the nick of time or upselling your products or services with strategic scripts. With the right tools in place, you can use real-time monitoring to steer calls in the right direction and improve call centre performance.
Pinpoint those golden words and phrases that transform hesitant callers into happy customers and perfect your objection handling techniques, using customer intel to create scripts that will guarantee conversion. Improve upselling and reduce churn by identifying needs and solutions before your customer even thinks of them. For example, rather than saying ‘would you like to upgrade to first class?’ you might find ‘would you like more legroom?’ to be a more persuasive call-to-action.
3. Engineer more satisfying customer conversations
Satisfying your customers and understanding what makes them tick is the best way of surprising and delighting them. Engineer more satisfying customer conversations by highlighting common pain points across thousands of calls and finding solutions. Call intelligence software can monitor conversations to flag keywords or trends before you’re even aware of them and tie these trends to positive or negative call outcomes, so you know what to do more, or less of.
Plus, collecting data on how to influence more successful outcomes is the perfect way to train agents faster. With Conversation Analytics and Agent ID, you can evaluate how engaging the calls coming in, and going out, of your contact centre are. You can uncover the best calls to use for training, rapidly upskill your teams and decrease average handling time, all while increasing conversion rates and ensuring that your customers are truly satisfied, without increasing waiting times and potentially missing opportunities.
4. Reduce wait times by focusing on the calls that matter
According to one survey, 70% of customers say that would not buy a product from a company with long waiting times. An easy way to stand out from the competition and drive more sales is to focus on keeping your wait times low. Use customer intel to handle enquiries faster, improving wait times and reducing pressure on your call agents by giving them the information they need to deflect calls efficiently.
With customer data at your fingertips, you’ll be able to solve and even pre-empt issues before they even pick up the phone. Handling minor queries elsewhere ensures your contact centres are focused on handling calls that are more likely to generate higher order values. This means you can more effectively make space for the calls that matter.
How Conversation Analytics & Agent ID can skyrocket sales
A common challenge for call centres is the ability to extract customer insights that can increase sales across the board. With Infinity’s Speech analytics suite, Conversation Analytics, your call centres can begin surfacing hidden insights, highlight topics and keywords, and analyse sentiment in every call.
With Conversation Analytics, you can evolve your tactics based on real data from your customers. Being able to identify the finer points of conversation quickly and easily using call categorisation gives you the context and nuance that can be difficult to track when you’re handling high volumes of calls.
When you put Conversation Analytics and Agent ID together, things get even more interesting. You can gain actionable insights in to how engaging the calls coming in, and going out, of your contact centre are. You can uncover the best calls to use for training, rapidly upskill your teams and decrease average handling time, all while increasing conversion rates and ensuring that your customers are truly satisfied.
Plus, Conversation Analytics integrates seamlessly with many contact centre technologies and CRM systems, including Vocalcom. This allows you to harness rich data automatically and draw links between marketing data and customer data.
Content Manager Michelle is the Content Manager at Infinity. She’s well versed in crafting content across a variety of sectors, with a specialism in technology, including cyber security, business IT trends, digital transformation and government IT.