What Are The Best Ways To Boost Productivity In Your Call Centre?

No one would ever claim that it’s easy to run a call centre. At least, they shouldn’t. Because, as all call centre managers know, there are a lot of unique personalities to deal with on a telemarketing team. It’s the “personality” issue that a call centre manager should pay special attention to. Although talented phone agents help to make high-productivity call centres, it’s the emotional states of the employees that need the most nurturing.

No one would ever claim that it’s easy to be a telemarketer. And they shouldn’t. Being on the phone all day is a hard enough job as it is without having the requirement to meet sales targets. So, as a call centre manager, it’s important to address the mental strain associated with the telemarketer position when working to boost sales for your business.

So what are the best ways to boost productivity in your call centre?

Hold energy-boosting morning meetings.

This wouldn’t be the first time we’ve recommended the morning meeting for call centre businesses. And it probably won’t be the last. Use at least 10-15 minutes each morning to gauge the moods of your phone agents – and do your part to uplift them, if necessary. Tell jokes, share funny stories and encourage participation from your team members. An energy-boosting morning meeting is a great way to start the day off right.

Implement friendly competitions.

At the end of the day, you’re looking to boost your sales numbers, right? Why not encourage higher productivity by making it fun for your employees? Create contests that offer prizes for the highest producers. Divide your phone agents into teams and create a standings (not unlike in professional sports) so that your employees can see how they’re measuring up against their competitors.

“Healthy competition can be highly beneficial in the contact centre, so why not pit teams together in a head-to-head contest?” poses CallCentreHelper.com, “One month it could be handle time, and the next month it could be up-sell opportunities…This can really improve a team’s morale, and the productivity boost you get from the teams striving to attain their goals will never hurt. This works particularly well in outbound telesales.”

Encourage inter-team feedback.

Who better to help improve the productivity of your phone agents than your high-producing phone agents? They know, from experience, some of the top tips that can be used to help boost sales and overall customer satisfaction. Not to mention, encouraging inter-team feedback helps to increase employee morale and team-building.

“Involving the telesales team in improving productivity can be highly beneficial, as they know better than anybody else because they are doing that job on a day-to-day basis,” says Martin Jukes on CallCentreHelper.com, “Salespeople will know where the problems are, where systems perform poorly and where the processes are disjointed. There are not enough instances where the telesales team are involved in realigning processes or mapping out new procedures to improve productivity as well as performance.”

At SIClytics, we offer call centre mangers Telemarketing Reporting services that help them to track the progress and results of their telemarketers. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why It’s Important To Return Every Phone Call

Return every phone call. That should be a mantra of every business owner. You know the old “when opportunity knocks” adage, right? Well, not returning your phone calls is no different than ignoring a knock at the door. Not only is it considered rude (read: damaging to your company’s reputation), but it practically ensures that you’ve missed out on a business opportunity.

Keep in mind that there’s a big difference between missing a call and not returning a message. Most business owners experience busy work days that don’t allow them to grab the phone every time it rings. The majority of consumers understand this. What they can’t understand, however, is the inability of a business owner to return a message within a 24 hour period.

Never let it be lost on you that consumers know they have options.

If you can’t return a call within a timely fashion, you can be assured that the person who called you has already called someone else. This is especially important information for sole proprietors. When you are the only person working for your business, you have no other choice but to return all of your missed phone calls yourself.

Here’s the bottom line: make time to return every call! “Every time you fail to return a call, you have missed an opportunity,” declares Patricia Pollack on BizJournals.com, “It may be an opportunity to strengthen a business contact or to reinforce your marketing image or even to close a sale. Manage your time more efficiently, and make the time to return calls.”

Don’t assume your customers will call back.

Pollack goes on to note that far too many business owners work with the idea that if a call is “really important”, the customer will call back. She stresses the fact that this is definitely the wrong attitude to have.

“If a reporter calls you to get information about your new product, and you fail to promptly return that call, that reporter is not going to call again,” she writes, “If a potential client calls you to discuss retaining your services and you fail to promptly return that call, that person is not going to call again.”

Play phone tag, if necessary.

Many business owners dread the idea of having to leave messages themselves. They figure that if they don’t get in touch with the individuals who called them, they’ll be leaving messages of their own. This is a process that can go on and on depending on the availability of both parties. It’s popularly referred to as “phone tag”. Pollack’s perspective on this: So what? Play the game! It only stands to garner your company some business.

She does, however, offer some advice to help keep phone tag games to a minimum. “When you return the call and have to leave a message, give the caller a day and time when you know you will be in the office and available to answer the phone,” Pollack advises, “Give them the option of communicating by e-mail if you know that it will be difficult to connect via telephone.”

Contact SIClytics to learn about how our Missed Call Notifications services can help you to never miss out on an opportunity to follow up on a missed call! Call us at 1-877-374-6003 or email us at sales@SIClytics.com.

2 Techniques That Help To Build Strong Rapport Over The Phone

As we pointed out in last week’s blog, there are big differences between providing customer service over the phone and providing customer service in person. When you are face-to-face with a customer, it’s so much easier to use non-verbal forms of communication. Hand gestures, facial expressions and other types of body language help for customer service reps to convey that they are friendly, polite and knowledgeable about what they’re offering.

When you are on the phone, however, you don’t have the benefit of utilizing any of the above mentioned forms of non-verbal communication. Naturally, everything must be communicated verbally over the phone. So, it stands to reason, that it can be a little harder for customer service reps to develop strong rapports with the customers being serviced.

What techniques can you use to build a strong rapport over the phone? Here are two:

1. Speak “with”, not “at” your customer.

There is a big difference between “with” and “at” in the world of conversations. “At” is pretty much a one-way street. When one person does all the talking – especially in an effort to push a sale – little is done to form a bond between the two parties in the conversation. “With” entails that you are taking the time to listen to what the other person has to say. It involves asking questions so that the customer is given the freedom to communicate what he/she really wants.

“When taking a customer service call, try to engage the customer in conversation rather than turn the call into a mechanical event in which you ask questions to fill out a report,” advises George N. Root III on Chron.com, “Avoid small talk, but try to mix in conversational aspects about the product and the problem the customer is having. Try to move the customer away from any anger toward your company and focus on solving the problem.”

2. Practice the “honesty is the best policy” method.

Remember that your objective is to have a real conversation. And keep in mind that, in order to do so, you need to show a measure of respect to the person you’re speaking with. It pays to be honest. Don’t make claims that you can’t back up and don’t make promises you can’t keep. There’s almost nothing worse than being caught in a lie in the business world. It’s a guaranteed way to lose a customer for good.

Root insists that you take ownership. This is especially important when you’re dealing with an irate customer. “Do your best to try and remedy the situation; if you have to pass the call off to the next level, try to be there to make the transition with the customer to the new representative,” he writes, “If you are able to follow up on the call, do so to make sure the problem was resolved.”

At SIClytics, we offer business owners and call centre managers alike the opportunity to strengthen the performances of their phone agents through our Live Call Monitoring and Telemarketing Reporting services. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com!

Customer Service Over The Phone Is A Whole Other Animal

When you’re speaking with customers over the phone, you don’t have the benefit of facial expressions, hand gestures and body language to communicate your points. These non-verbal forms of communication are often heralded as the most potent ways to get a point across.

So what can you do to ensure that you are communicating effectively when the person you’re speaking to can’t see you?

Put yourself in your caller’s shoes.

The first thing you can do is pretend you’re the other person. How would you like to be spoken to? Consider the tone of voice you’re using so that nothing you’re saying comes off as offensive. Be mindful of the words you’re using so that nothing is taken out of context. Don’t forget that you’re a customer too. Your first rule of thumb should be to provide the type of customer service that you would want to receive yourself.

“If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you,” says Nancy Friedman on TelephoneDoctor.com, “What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

Laugh it up!

Keeping in mind that body language won’t help you when you’re on the phone, it’s important that the sound of your voice is constantly pleasant. You know what helps with that? Smiling. You may even want to take it one step further and laugh a little bit. Cracking an appropriate joke or two will not only help you to enjoy your work day more, but it will improve the overall customer experience.

“Laughter will lighten the load,” insists Friedman, “Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.”

Be empathetic.

Remember that you can’t frown or show your concern by the look on your face during a phone conversation. As important as it is to keep things light-hearted, not every call is going to be a jovial one. When a caller indicates that he/she has had an unpleasant experience, it’s incredibly important not to pass over the revelation as if it were some insignificant detail. Expressing empathy is a hugely important part of providing excellent customer service over the phone.

“Empathy is the ability to understand or feel what another person is experiencing,” explains Pascal on Userlike.com, “Showing empathy in customer service is essential, because it shows the customer that you care. Jumping straight to the fixing part can make you appear unsympathetic.” Empathy, he later adds, “creates an emotional connection and trust, and shows the intrinsic willingness to offer support.”

At SIClytics, we are big proponents for excellent customer service over the phone. We offer unique services that allow for business owners and call centre managers alike to both monitor and track the progress of their phone agents. For more information about our Telemarketing Reporting and/or Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Recalling The Keys To A Telemarketer’s Success

Telemarketing is an industry that requires the most committed of individuals. This is especially true for those who work for businesses that employ cold calling techniques to generate leads. Such telemarketers need to have strong customer service skills. In fact, that’s an understatement. Cold callers need to have the best customer service skills in the business!

As we’ve pointed out in a blog or two in the past, telemarketers face a lot of rejection on a daily basis. Hearing “no” is something that they can’t be dissuaded by. A strong telemarketer is aware that he/she will have to overcome objections the majority of the time. The best know, however, that to overcome objections, a focus must be placed on the customer relationship – more so than the product or service that is being sold.

Focus on customer needs instead of hard selling.

“Customers don’t buy products or services,” informs Susan A. Friedmann on TheBalance.com, “They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.”

This is why it’s important for sales reps who work on the phone to focus on the specific needs and wants of their potential customers and not the products and services themselves. In other words, pitch what you’re offering by placing emphasis on the benefits your customers will receive. It will make each call sound less like a sales pitch. Providing solutions to problems, as Friedmann mentions, is a key to both higher sales and greater customer satisfaction.

It’s all about listening.

How do you get to truly know your customers? Ask questions. But be sure to allow them time to actually answer. Listen to what they have to say and make note of important details. When you personalize your products and services in ways that make them appear to be made specifically for the customer you’re speaking to, you’ll be well on your way to increased success.

“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” advises Friedmann, “Beware of making assumptions – thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?”

Don’t forget to smile.

Yes, even when you’re on the phone, a smile can have a huge impact on a conversation. When you’re smiling, your tone of voice automatically becomes more pleasant. Believe it or not, smiles can be “heard”!

“If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy,” reports SkillsYouNeed.com, “Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.”

Looking for ways to ensure you’re employing top telemarketers?

Contact SIClytics for more information about our Telemarketing Reporting services which allow you to report your telemarketers’ progress and track their results. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Simple Steps To Ensure Your Telemarketing Skills Are A Cut Above

A telemarketer’s job is never easy. This is a sentiment we’ve shared on the SIClytics Blog on many an occasion. Working the phones is a responsibility only the most determined and patient individuals can adequately manage. Especially for cold callers, overcoming objections is a major part of the job. Still having the confidence to get a “yes” when most of your callers respond with “no” is quite the skill.

However, it can also present quite the annoyance. It’s understandable for phone agents to get frustrated when they are constantly being turned down. Being a telemarketer who is expected to hit sales numbers requires a lot of faith in one’s self. It also requires some excellent customer service skills. After all, it’s important to not sound angry or frustrated on the calls that follow objections that couldn’t be overcome.

So what simple steps can you take to ensure that your telemarketing skills are a cut above? Here are three:

1. Smile before you dial.

An excellent telemarketing practice is to keep a mirror in front of you while you’re speaking to your clients and leads. What do you look like when you’re on the phone? Although you can’t be seen by the parties you’re talking to, they can still “hear” you smile. Smiling makes a big difference in your tone and inflections. You can’t help but sound more pleasant when you’re smiling. It will go a long way in helping you to build rapport.

“It almost seems like a cliché, but it really is true that your voice sounds different when you are smiling, and your customers can hear it,” says Baker Communications Founder and CEO, James A. Baker, “The physical act of smiling releases endorphins that improve your mood, so you will be able to approach your job with a better attitude, and respond more positively and sympathetically. Both you and your customers will benefit!”

2. Be a name dropper.

Friends who know public figures and won’t stop talking about them are annoying. This isn’t the kind of name dropping we’re referring to! Be sure to refer to your clients by name when you’re speaking with them on the phone. They’ll appreciate it. It will give your conversations much friendlier tones.

“As soon as you receive a customer’s name, use it,” advises Laura McConney on SkillsYouNeed.com, “Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.”

3. Go easy on the ears.

Some telemarketers get a little too caught up in the knowledge they have of the products and services they sell that they can’t adequately describe them. How so? Too much industry jargon serves to confuse the average listener. You may be an expert in your field, but your leads are not. Take the time to explain the benefits of your offers in a way that are easily understandable. Baker refers to this concept as using the “5 C’s” of good communication.

“It should be clear, complete, concise, concrete, and correct,” he explains, “Make sure that the customer understands your explanation or solution by stating it clearly, describing it briefly but completely, in terms that are specific – and, importantly, that you have all of your facts straight. Providing bad information, or information that the customer doesn’t understand, is both unhelpful and unlikely to leave a good impression.”

For information about SIClytics’ Telemarketing Reporting services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Ways To Strengthen The Call Centre Manager/Phone Agent Relationship

Call centre work can be gruelling. It isn’t the first time we’ve mentioned it and it certainly won’t be the last. At SIClytics, we have great respect for both phone agents and the managers who oversee their teams, knowing that they work within noise-filled, high-energy, often-hectic environments. Of course, the better that call centre managers are able to work with their phone agents, the more productive the business can be overall.

Are you a call centre manager looking to better your business? Here are three ways to strengthen the call centre manager/phone agent relationship:

1. Begin each day with a light-hearted morning meeting.

This is a simple, yet effective technique that will start each day off right. Naturally, it’s important to highlight the various priorities of your team each day. However, your morning meetings should be made up of as much friendly chatter as it is business-associated discussions. This will help to firstly, lighten the mood and boost the spirits of a potentially otherwise tuned-out audience.

But, secondly, it will encourage your team members to engage in conversations with you, making it easier to have open dialogue about various facets of the job. The more accessible you are to your staff members, the better the relationships will be. And strong relationships in the office enable you to offer feedback that will help to produce better results.

2. Schedule regular one-on-one feedback sessions.

Speaking of feedback, it’s absolutely mandatory within a call centre environment. A big part of a call centre manager’s job is to offer assistance that will help phone agents perform their jobs better. Some managers shy away from this, fearing that constructive criticism will dissuade their employees from trying harder. They fear that pointing out areas of concern will discourage their workers.

Not only is the opposite true (the vast majority of employees want to know how they’re doing), but the regular back and forth will help to grow senses of trust and respect within the call centre manager/phone agent relationship. Don’t forget that one-on-one feedback sessions are also excellent opportunities to get to know your employees better. They will help you to better understand how to communicate in ways that will serve to motivate them to perform at their best.

3. Equip your office with top-of-the-line equipment.

When your employees complain about their working conditions, it’s a reflection on you. To avoid this negative impression, be sure that your office is equipped with comfortable ergonomic chairs, well-functioning computers and cloud-hosted technology that make their jobs easier. We’re referring to such web-based telemarketing software as Lead DaFeeder which allows even the most inexperienced computer users to manage campaign dialing and dispositions.

We’re talking about a system that allows for one-touch dialing, doing away with the archaic practice of manually dialing phone numbers listed on pieces of paper. We’re speaking about an online filing system that enables your staff members to create and save valuable notes on each of their leads. We’re discussing a service that has been proven to enhance effectiveness, drive sales, improve customer satisfaction and provide insight into performance!

For more information about Lead DaFeeder, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Be sure to ask us about our Live Call Monitoring services too!

3 Telemarketing Tips That Make Top Sellers


Your call centre is filled with talented phone agents who all work tirelessly to improve their sales numbers and improve their customer relationships every day. Or is it? Not every telemarketer is blessed with both the patience and know-how to overcome objections, close sales and grow your company’s customer base in the process. That doesn’t mean, however, that those who need a little assistance can’t turn things around.

Here are three telemarketing tips that make top sellers:

1. Limit the temptation to leave your work area.

Phone agents will sometimes use any excuse they can find to get up from their work stations. Bathroom breaks, grabbing snacks, talking to friends – these are all reasons that can draw them off the phones during the course of a day.

Now, let it be said that all of the above are necessary. Everyone deserves to freshen up, stretch their legs, eat and re-energize at different points during the day. The key, however, is for these little breaks to not happen so frequently. They will throw off the momentum of your telemarketers. To help keep them focused, insist that they keep necessities close at hand.

“One of the hardest parts of cold calling is staying focused and resisting the urge to leave your desk or take a break (formal or informal),” writes Will Gemma on Udemy.com, “This probably sounds simple…but stocking up on water, coffee and a snack or two really limits your break options.”

2. Make your script sound unscripted.

It’s of vital importance that you sound natural. You have to take into account the fact that many business owners are on the phone with people all day long – every day. And that includes other telemarketers! What is going to keep your lead on the line with you when he/she is used to hanging up on cold callers? It’s your natural, genuine approach to having a conversation that will do the trick.

On Virtual-Sales.com, Andy Dickens insists that you allow your phone agents to practice what they plan on preaching – so to speak. “Your callers should get plenty of time to rehearse and understand fully what they are calling about, and what they are hoping to gain from the call!” he exclaims, “There should always be room to deviate and improvise from the basic outline of the conversation, your operatives need the flexibility to react to what’s happening in the moment and not get hung up following a strict script.”

3. Make friends with “the gatekeeper”.

A telemarketer’s nightmare is continually getting a secretary on the phone when he/she is calling for the business owner. Many get frustrated at the sound of the wrong person’s voice over and over again. They get especially frustrated when that voice keeps saying that the party being called is “unavailable at the moment”. It’s important not to get too frustrated. When spoken to the right away, these gatekeepers can actually help you.

“The gatekeeper, of course, is the person (a secretary-type figure) who answers the phone when you call a business and decides whether or not they should put you through,” explains Gemma, “These people can be very tricky, but hating them will only sour your relationship…On the contrary, you should take advantage of the situation. The gatekeeper is likely to know a lot of valuable information…They are also likely to know whether or not your services are needed, or which competitor they are currently using, etc.”

At SIClytics, we offer a variety of excellent services that can help you to boost the productivity rates of your phone agents. Our Live Call Monitoring services allow you to instantly listen in, whisper or barge into the live calls that your phone reps are on. That way, you can offer feedback on the spot, vastly improving their chances to close sales and correctly answer questions.

As well, our Telemarketing Reporting services report on the progress of your telemarketers and track their results. For more information about these and other telemarketing-assisting services offered by SIClytics, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Tips For Training New Call Centre Employees

Manager explaining something to his employee in a call centre.
During the always-busy holiday season, customer service is more important than ever. Not only are most customers generally in a rush to get the information they need, there are generally a lot more of them calling your centre in order to get it. Your team needs to be regularly motivated in order to handle the influx of calls that they’re bound to get in the weeks to come. In last week’s blog, we listed a few key ways to keep your team of phone agents motivated.

In this week’s blog, we’d like to take a look at some ways you can train new hires to become part of your already-motivated team. It’s not uncommon for business owners to hire seasonal staff in order to help manage the higher call volumes that are in keeping with the holiday season. If you’re one of those business owners, you’ll need to step up both your hiring and training regimens this week.

Here are three tips for training new call centre employees:

1. Be clear about company goals and directives so as to empower decision making. The best call centre employees are the ones who are able to make sound decisions on behalf of the company. Of course, you’ll want those decisions to be based on what is best for your business. When you properly educate your new hires about your company goals and directives, they will be given the confidence to make decisions without asking for assistance.

“An agent that is provided with the appropriate tools to empower them to make decisions on behalf of the company is crucial,” says Miruna Mitranescu of Aircall, “A highly trained agent with the power of decision will not only ensure higher customer satisfaction, but will also enable single call resolution and thus result in a more positive customer experience. It’s all about encouraging agent buy-in, not only into the value-driven service their employer is providing, but also buy-in to the client brand that they are representing.”

2. Incorporate on-the-job experience. You can keep your new hires in a classroom for a week or two to provide them with as much information as they can handle. Or you can give them on-the-job training. Which of the two do you think will be more effective? There’s nothing like experience to give someone the confidence to do his/her job the right way. Sure, there may be some bumps in the road, but the actual performing of the job will help your new hires to be better equipped for their roles over the long haul.

“Handling calls during the initial training session is an activity that cannot be eliminated from the curriculum,” insists Mitranescu, “It is imperative that the new hires receive practice handling real-time calls. There is no substitute for this experience. Role-play is good, but real call handling is essential. Trainers should make sure that equipment works and is available for each ‘real-time’ call handling session. Operations should make this a priority.”

3. Listen to the calls being taken by your new hires. Once the official training sessions have been completed, be sure to not have your new hires feel like they are being thrown to the wolves. Monitor the calls of your rookie phone agents so that they can be given feedback about how they are handling questions and complaints. This will be an important step in making them comfortable with their abilities in their new positions.

Mitranescu recommends that you encourage upper management to listen to calls and praise your agents for their jobs well done. This will go a long way in boosting both employee morale and confidence. “It’s really important that he upper management team takes time each week to listen to calls and publicly praise the recognised agents with maybe a certificate or gift card for example,” she suggests, “The gents will feel incentivised to do their best.”

At SIClytics, we are big believers in the providing of regular feedback. Our Live Call Monitoring services allow call centre managers to listen to phone calls live and as they happen. In addition to monitoring, managers can whisper information to their agents to help them resolve potential issues on their calls. This helps to improve overall customer satisfaction and employee performance.

For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Ways To Boost Sales In Your Call Centre

Smiling Customer service representative with headset on in a call center

Telemarketing is a tough job. It’s not the first time we’ve stated it and it certainly won’t be the last. There’s a lot to be said about Canadians who make their livings on the phone. They’re required to have a lot of patience, a lot of confidence and lot of tenacity. It’s important for them to be as knowledgeable about the products and services they offer as it is to be friendly and polite. Gaining favour with complete strangers, after all, is no easy feat!

This is why call centre managers have such important jobs. It’s up to them to properly train their phone agents to not only become experts in world of what they’re selling, but to have sharp over-the-phone skills. It is the combination of salesmanship and being a good people person that is the mark of a successful telemarketer. And boosting sales in your call centre will be the mark of your ability to foster that combination.

Here are five ways to boost sales in your call centre:

1. Ensure that your phone agents become products and services experts. If it’s one thing that would-be customers hate, it is company representatives who sound like they don’t know what they’re talking about. Your team members need to attain specific product knowledge that will give them the confidence to answer any questions that come their way. They should be well equipped with information that will help them to impress the leads they speak to.

2. Ensure that your phone agents have strong knowledge about your customer base. Even when your callers know all about the products and services you offer, it’s not enough if they don’t know a lot about who they’re trying to sell to. It’s important to be able to personalize your interactions so that the people being called feel as if their specific needs are being addressed. Having a good understanding of the target audience will go a long way in being able to make them part of your customer base.

3. Put your customers into calling categories. It’s wise to strategically group your customers into categories so that they can be called for the right campaigns. For example, having restaurant owners placed into one group is a great idea so that when you have a specific campaign that caters to their needs, your phone agents can hone in on particular ways to speak to them. Adapting sales approaches based on the customers is necessary to maximize sales.

4. Learn how to speak to humans. In other words, it’s not enough to simply follow a script. Everyone is different and therefore, not everyone is going to respond to the script in the same way. It’s important to be able to touch upon people’s emotional needs. Your team of callers needs to be equipped with members who are adept at empathizing and communicating in ways that let your leads know they are valued and respected as people.

5. Make your interactions personal. Use the customers’ names throughout the calls. Ask questions to learn more about their businesses, interests, likes and dislikes. Find ways to communicate the benefits of your product or service to meet the specific needs of each of your callers. Remember, that each call is about the customer, not your company. Finding a way to help the life of your lead is the best way to secure a sale.

At SIClytics, we offer Lead DaFeeder which has been called a “call centre manager’s dream”. It is an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions. It delivers a feature-rich set of processes that enhances effectiveness, improves customer satisfaction and provides insight into performance. Not to mention, it’s a fantastic way to help boost sales in your call centre!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.