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Call centres are a land of missed opportunities. Every call whether inbound or outbound is an opportunity to make a sale or to build a pipeline for a future sale. At the very least there is scope for selling a bigger quantity (selling up) or to sell additional products / services (cross-selling). Here’s a 10 point plan which, if implemented will vastly improve call centre productivity.
1. Prepare for each call
ˇAdjust your mindset. Helping your customer to buy more products and services that are beneficial to them is first class customer service
ˇDecide in advance what customer commitment you would like by the end of the call. Is it an order or is it commitment to the next stepping stone?— e.g. to take another follow-up call next week or an introduction to the real decision makers or influencers
ˇPrepare your opening and the questions which need to be asked to define needs and wants for your propositions (see below).
2. Know your sales propositions
To take a simple, neutral example, if your product is a coffee cup that keeps the coffee warm 4 times longer that an ordinary cup. Define the potential WIFM (‘what’s in it for me?’) for the customer. It could be that the user loves hot coffee and won’t drink it cold. This means that every time they have to take a call or are interrupted they have to re-visit the vending machine. This might take them 5 minutes which on an average day could cost them 20 minutes total. (1hr 40mins per week). What else could they be doing with their time? What’s the opportunity cost and what’s the direct cost in terms of salary? Once these costs are quantified they represent the real value of your proposition.
3. Define the questions to be asked
Have a list of questions to ask that lead to defining needs and wants for your propositions. Customer needs are logically based. For example, I need a car to get me from A to B and almost any car will get me there. I want a BMW because I enjoy the kudos and prestige. Needs are the tip of the iceberg and are very easy to identify (by you, and your competitors too!). Wants are much harder to access and the seller needs to develop the trust of the customer which is built on personal credibility and trust coupled with the ability to ask intelligent, incisive questions; and of course, harnessing the skills to actively listen to the answers in order to summarise the customer’s needs and wants accurately and concisely.
4. Motivate the customer to answer your questions.
Many ‘chat-show’ hosts are not particularly good at questioning and yet their guests are open, and usually effusive with the information they give. Why? Because they are motivated to do so because they are usually there to promote a book, film or suchlike. To facilitate a similar environment when making or receiving calls we must: a) take control of the call and b) motivate the customer to answer our questions. For example: “Mr Brown, in order for me to make sure that I tell you about the products and services that are most relevant to you, may I first of all ask you some questions to define your potential requirements?” Or, “Mr Brown, to enable us to ensure that we are an effective provider for ABC Limited it is essential that we have an up to date picture of your situation and requirements, so would you mind if first of all I ask you a few questions?”
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