5 Ways to Leverage Call Center for Direct Response
Call centers play a major role in delivering efficient and productive business process outsourcing services. Companies have urgent demands and customers possess high expectations. Whether it’s more customers retained or fewer refunds, a well-managed call center can make a huge difference in your bottom line.
Beneficial call centers can assist in direct response marketing, a type of marketing that elicits a specific, measured response. For example, when potential customers see a television infomercial, they are given the opportunity to purchase a product by simply dialing a number. Then, an agent will be available to answer the customers’ needs. This delivery of a call to action provides direct interaction for immediate response.
According to eMarketer, U.S. advertisers will spend up to $50 billion in digital advertising in 2014. The ad spending report shows that direct-response advertising gained $4.74 billion, leading to an increase in the market share from 58.4% to 59.1%.
It’s important that the call center team is on the same page. From the operations manager to the agent, everyone must deliver results that will exceed the clients’ thoughts from a typical call center provider.
Here are five key factors to improve your call center’s performance.
Happy agents make happy customers. Agents should be motivated to provide clients with the best products and services. Asking questions and smiling during calls can give agents the extra boost to close the sale. More importantly, when agents learn about the clients’ needs, they can begin to upsell and cross-sell additional products to the customer.
- Personalized Training
Agents must receive training to help them become experts in the product or service. Well-trained agents answer questions thoroughly and excite the customer to buy more. Make sure your call center agents are active listening and engaging with customers in order to convert calls into sales.
- Resource Planning
Planning is essential. To generate more sales, customers should never be on hold for more than 20 seconds, even when calls spike. Agents must be prepared to handle any abandoned calls.
- Performance Evaluation
Set up a method to evaluate all agents. Identify your best closer, average closer, and worst closer. Then, make sure your agents get the additional training to increase their sales. Every call is an opportunity to make money. The supervisor is responsible for monitoring the metrics and ensuring goals are met daily.
- Experienced Management Team
When your team has direct experience relating to the operations of a call center, it provides a great opportunity for everyone to improve the bottom line. Four key people exist on the management team: Operations Manager, Trainer, Supervisor, Quality Assurance Analyst, and Reporting Analyst. These team members should be working together to reduce abandoned calls and maximize the sales conversion.
Second chances rarely exist in call centers. Therefore, it’s important for call center teams to be prepared to make a good first impression to their clients.
Differentiate your team and make the sales experience memorable. With seasoned professionals, a motivated environment, and personalized training, agents can become top performers who produce high-level results.