call center increase lead
Choosing a call center
The choice of structure
The call center, in other words a call center, is a platform made up of several argentina telemarketing data teleoperators who will carry out tasks related to mass customer relations, by making or receiving telephone calls.
A call center must meet several criteria to ensure optimal quality of service.
First of all, the majority of employees must be graduates of higher education, and specialized in the sector of activity of the company for which they work. Secondly, they must not read their script. It is important to know that the script is considered inappropriate for solving a problem or generating leads. We are talking about an argument strategy that puts the customer at the heart of the request and provides them with personalized assistance.
In most cases, the sales force in place within call centers are real sales aces. They have been specifically trained in the profession, the product(s) and/or service(s) for which they are responsible for selling, and are aware of the best sales practices to convert as many prospects as possible into customers.
A real point to explore when you are looking for the best salespeople within this type of structure!
A call center with human values
Human value is an important criterion for a call center. Telemarketers must listen to prospects and customers, respond to their expectations and needs as precisely as possible, while demonstrating empathy and kindness.
If companies are looking for an increasingly human approach, it is because we are no longer looking to simply reduce costs by outsourcing abroad, but rather to improve the customer experience.
A good call center requires having a prospect/customer satisfaction close to 100%. This satisfaction rating is your company's brand image. If your reputation is bad, it will necessarily negatively influence your acquisition.
A call center to generate more leads
Did you know that despite changes in consumption, 82% of Internet users want to maintain human contact during the purchasing phase? Interaction with a qualified person would multiply by 8 the chances of generating leads.
The factors “time” and “interaction” between two people are a determining part of the customer experience of a call center. It is possible, and in fact highly recommended, to follow KPIs to measure these two indicators (“time” and “interaction”):
The Service Agreement Level (SLA). This performance indicator is used to measure the ability of a call center to achieve its objectives. (for example: measuring the % of calls in less than 3 rings).
Call abandonment rate: this involves measuring the % of prospects and/or customers who try to reach you without being able to get a call center agent on the other end of the line, and who ultimately give up.
Average telephone conversation time: this indicator allows you to know the time spent on the phone with a telephone advisor.
Customer satisfaction: this involves assessing the ability of telephone advisors to respond precisely to a request, to advise the caller on the best offer, while providing a pleasant telephone experience.
These KPIs allow a call center, as well as its customers, to measure their actions, and make the necessary optimizations if necessary. By following these 4 indicators, any call center will be able to optimize its actions in order to increase its sales. Make sure to take care of the telephone experience that you offer to your contacts, this will generate satisfaction, and ultimately, loyalty. Not insignificant when we know that it is more profitable to retain customers than to acquire them.
