IMPROVING SALES in your CALL CENTER

Using the “3 F” transition, to deliver the closing POWER of “Okay”
By Aaron Detwiler – Sr. Director, Customer Care, Independent Consultant

Many different theories and training modules exist in Call Centers and other Sales Businesses to improve sales performance.  If you are in the business of growth, cutting edge tools and training to improve these results is critical to the success of your employees and your organization.

Over the years I have been through many training sessions to improve sales, including:

• Directional Selling:  using Customer input and feedback to guide and direct sales process
• Negotiating to YES:  turning a Customer’s pain point into a YES using Negotiation skills
• Pressure Sales:  applying pressure to Customer via assumptions and word technique
• Feature / Benefit Sales:  using features and benefits of product to sell itself

Many of these sessions concentrate on “conversational transition points” during interaction with customers; when to listen and when to talk, and when to close the sale.

Transition points in Customer Conversations are extremely important during sales efforts and can be the “make or break” point in the sales process.  Typically, customer interaction differs from one sales call to the next, so transition points can be difficult unless you have the skills to react quickly and effectively.  Below are some common transition tips used during service and sales calls to improve the outcome.

• Empathy Transition:  putting yourself in the Customers situation
• Apologetic Transition:  using, “I am so sorry for …”  to move the conversation forward
• “Lead in” Transition:  using what the customer is saying to transition to next point

All of these sales and transition techniques, theories, and tools are important to the outcome that each sales person wants… more sales and more money.  But if you could simplify the Sales pitch and use the same strategies over and over again… successfully… would you?  I think you would.

I have found during my time in Call Center Service and Sales that simplification of words and phrases used on the phone are good for the Customer and the Employee.  The most effective transitions and sales techniques I have used and seen in action are, “The 3 F transition” and the “Closing POWER of “Okay”.  Let me explain.

More often than not, Call Centers and Customer Service locations are being asked to incorporate Sales efforts into each and every call they take or make.  This is being done to improve overall growth for an organization, by taking advantage of every Customer Touch Point.

The “3 F” transition and the use of the word “Okay” can be universally used on any type of phone call handled within your organization.

The “3 F” transition is simple.

• FEEL:  “I understand how you FEEL…”
• FELT:  “Many of our happiest customers initially FELT the same way…”
• FOUND:  “What they have FOUND is that…”

Angry and happy customers alike cannot resist the FEEL, FELT, FOUND transition.  Customers appreciate the fact that you understand the feeling they are going through.  Customers also appreciate honesty, and that other customers may have felt or experienced the same thing they are going through.  Customers also like to hear what others have found to work.   This is especially effective if you can relate a specific example.

Once you have mastered the transition and re-gained control of the conversation, it is now time to lead the call to closure, and the ultimate objective… a new SALE.  Whether you are working to resolve a problem the customer has, taking a call about a new product, or just a shopping inquiry, the customer has called, and you now have the most powerful tool available to you in sales… the word “OKAY”.

People respond to “Okay” with an “Okay” over 65% of the time.  The objective of any sales pitch is to get customer agreement.  The word “okay” is agreement, or at least the start of an agreement.  Just try it…

“Mr. / Ms. Customer… thank you so much for inquiry today, I am very happy we were able to answer your questions.  With that in mind, I’d like to start your services today, Okay!?”

Now, try it all together…

“Certainly, Mr. / Ms. Customer… I understand how you FEEL about that… Believe it or not, many of our happiest and most satisfied Customers initially FELT the same way.  Many of them have FOUND that …. Explanation / Resolution / Feature / Benefit … so, with that said, I believe you will be extremely satisfied with our services.  Let’s get your services started today, Okay!?”

By using the transition, acknowledging the issue or question, affirming the customers understanding, fear, or hesitation, and leading yourself to call closure can be used in this format over and over again… for any situation.  The key is not to sound robotic and give the transition a personal touch.

When used correctly, the “3 F” transition and the “closing POWER of Okay” are powerful tools.  Organizations are all looking for ways to grow effectively and efficiently.  The power of words, is a key part of getting customers on board with your product and your pitch!

Always remember, the delivery of such words must be practiced!  Using words and phrases you may not be comfortable with initially may seem awkward and intimidating.  Practice on a friend or family member, practice in the mirror at home, or a coworker / supervisor.

Your ability to transition and close will make all the difference in your sales performance!

How To Use The Online SMART Goals Form

Using SMART Goals as a way to motivate your staff, provide discipline, and to keep your call center agents on the right path, helps save time and reduce non-achievement of company metrics.

Call Center Best Practices has two resources that will help you understand the process and more importantly help you effectively create SMART goals on on the fly.  Both resources can be found in the SMART Goals section.

Here is a video showing you how easy it is to use the online form:

Please enable Javascript and Flash to view this Viddler video.

12 best practices of high selling call centers

Without a doubt many contact centers are moving to a call center as a profit center.

Most likely your center has changed their model to this or are moving in this direction.  No matter the case, this article falls under the Call Center Best Practices category.

Please comment at the end of this article with your thoughts…

Call Center Sales – Best Practices
By Mike Aoki

Want to improve your call center’s sales results? Here are the 12 best practices of high selling call centers

Clearly communicate sales targets:

• Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.
• Provide feedback: Post daily sales results at each Agent’s desk or on-line so they know how they are performing versus expectations.
• Spot trends: Analyze results per Agent and, per product, to determine trends. Use these trends to coach your team to higher performance.

Train your call center Agents on how to sell:

• Hold sales skills workshops: Having good customer service skills isn’t enough. They need to attend a call center sales workshop so they can learn how to upsell and right size client accounts.
• Conduct product knowledge training: During team meetings, have each call center Agent take turns doing a five minute presentation on the key selling benefits of a product.
• Distribute current competitive information: Train your Agents on how your products and services compare to your competitors. Provide them with solid answers they can use when a client says, “But your competitor offers…”

Provide a “big picture” perspective for your Agents:

• Key Business Indicators: Ensure your Agents understand how their performance impacts your department, your company and its customers.

Motivate your call center Agents:

• Rewards and recognition: Give out out prizes for “Most Improved Performer” or “Top Ten Salespeople.” The rewards can be food, movie passes or company branded items like mugs or caps.
• Motivational ideas: Use one idea per week from an employee motivation book like “1,001 Ways to Reward Employees” by Bob Nelson and Ken Blanchard to encourage your team.
• Post a “Wall of Fame”: Show photos of the top sales Agent for each product. Beneath each photo, have that Agent share their best sales tips on how to sell that particular product.

Constantly reinforce your team’s sales performance:

• Share best practices: Discuss sales tips at every team meeting, shift huddle and one-on-one coaching session.
• Send out a “Sales Tip of the Day” to your Agents: Ask your top-selling Agents to write the tips so they get public recognition.

Use these 12 tips to improve your call center’s up-selling and rightsizing performance. Ensure your Agents understand how their performance impacts your department, your company and its customers.

© 2008 Reflective Keynotes Inc., Toronto, Canada

Mike Aoki is a corporate trainer and motivational speaker with 20 years of experience in the telecom industry. For more free tips on public speaking, sales and call center techniques, visit http://www.reflectivekeynotes.com/articles.htm

Article Source: http://EzineArticles.com/?expert=Mike_Aoki
http://EzineArticles.com/?Call-Center-Sales—Best-Practices&id=1147689

Tell me what you think of these ideas by commenting below!

Thanks

BPO Philippines Call Center Outsourcing Boom

Recently I was doing some research about doing business in the Philippines and I came across this article and thought you may be interested.  Currently, the Philippines is growing like crazy due to 3 major reason:

1. American and UK customers have rejected the notion of India as a source of quality Voice support.
2. The global recession, and especially the hurt US companies are feeling now
3. Quality, well spoken agents.  They have a strong influence from the US culture.

Several years ago I was completely against offshore customer sales and support but my last assignment, 2 years ago brought me to Manila then to Cebu and I realized that the quality was strong.  All they needed was a way to consistently execute against client expectations. That is the key so finding a Philippine Contact Center with these attributes is key.

If you are looking to provide call center outsourcing a try make sure you read this Contact Center vendor Evaluation Form.  Then read this great article below…

BPO Philippines Call Center Outsourcing Boom
By Zachary Williamson

BPO in the Pilippines Call Centers

As globalization expands the benefits of global BPO are becoming easier to obtain for small and mid-sized companies. Business Process Outsourcing otherwise known as BPO has only been available to large firms and the Fortune 500 and now the trends are starting to change. India and China are the top outsourcing countries of the world followed by the Philippines. More and more American companies are becoming players in the international scene, just as more and more companies are starting to choose BPO in the Philippines to run their off shore call centers. The Philippines consist of a group of 7,000+ islands that all together only take up the land mass of Arizona. The country was occupied for over 300 years by the Spanish followed by an American occupation, which led to the country’s Independence and this spawned its transformation from Eastern to Western Culture. Unlike other outsourcing hubs of the world, BPO Philippines not only offers a high rate of exchange on its currency as well as an English speaking population but also a culture and lifestyle that is very much like our own.

I have a close friend from India that has been in the US for over 14 years now and even though he knows the English language very well his accent is choppy and his understanding of American culture and mannerisms is still vague. One time while visiting with him he made a phone call to his local electric company to have his service transferred and I got the chance to hear the conversation. The agent from the electric company was in an American and I could tell they had quite a communication problem. I noticed that my friend had to repeat himself several times and had trouble telling the agent his request. It took a frustrating twelve minutes to process his request when I could have done it easily in five. Looking back I really think the agent could understand him but sub-consciously gave him a hard time due to his accent.

Philippines Call Center

The next day I was ordering phone service from a VOIP provider and spoke to a call center agent to setup my service. It wasn’t till the end of the conversation that I asked him where their call center was located (as I always do, since I work in the industry) and to my surprise he said it was a Philippines call center. This was when I realized, I may need to look into BPO Philippines call centers. The agent spoke using American slang and had somewhat of a Spanish accent so I assumed he was in Southern Florida or Southern California. After finding out about BPO Philippines I started doing research and found that Dell, IBM, Vonage along with many other Fortune 500 companies had migrated, if you will, to the Philippines to open call center facilities of their own. Filipino agents speak Spanish as well as English and provide superior telesales services.

BPO Philippines

Our company now owns and operates a facility in the Philippines call center district of Manila. BPO in the Philippines has increased our conversions and sales as well as our customer satisfaction. Find out how BPO Philippines Call Centers can give your business the competitive edge.

Zachary Williamson is the Director of Business Development for The Lead Tree, LLC and enjoys travel to India and the Philippines call centers.

Article Source: http://EzineArticles.com/?expert=Zachary_Williamson
http://EzineArticles.com/?BPO-Philippines-Call-Center-Outsourcing-Boom&id=1208840

Positive Leadership Call Center Style

We just added Module two in our series of Call Center Leadership!

Module Two is focused on Positive Leadership for call center managers.  It is filed under call center training.

Positive Leadership demonstrates the difference  between influence and authority, the connection  between self  esteem and success, helps develop  motivational  strategies, explains the  power of positive reinforcement, and helps develop skills  in dealing with change.

The objectivs of this module are simple but critical in the success of the new call center manager (leader.)  By the end of this training module you’ll be able to explain the components of positive leadership, as well as, demostrate skills in exerting positive leadership.

This is a 19 page training module that will help you and your call center leaders take it to the next level.   Make sure you visit our Call Center Leadership Training area to access this module.

Go Here:  Call Center Leadership Training

Accomplish Your SMART Goals Online

Everyone dreams and aim of conquering success. But do many take action to accomplish this dream?

With SMART goals, you can easily accomplish your goals and do it by working smart not hard. 

SMART in smart goals is a word to help one remember the vital components that will motivate you or your team to achieve your personal or team goals. SMART stands for Specific, Measurable, Attainable, Realistic, and Time-bound.

SMART goals play an essential part in one’s objective either to expand business, increase sales, measure performance or simply to get in shape.

SMART goals is the first step in achieving your goals. It is always easier to create goals but achieving them isn’t. With SMART goal, everything is done objectively. It is a simply recipe of achieving success.

SMART Goals ONLINE Worksheet (and SMART Goals quick start guide)

Accomplish your SMART goals online by downloading our SMART goals pdf and using our online form to easily crank out goals for you or your team. It is the system I’ve been using, which has proven to be effective for me for years.

Gain access right now by accessing the links below…

Please Login or Register to read the rest of this content.

Finders, Keepers: Retaining Good Employees Long-Term

By Paul Spiegelman, CEO

The Beryl Companies

It’s a familiar lament that you have heard or experienced many times: Good employees are hard to find. Although there is no shortage of workers, finding employees who are dedicated to doing the best job they can—and who are in it for the long term is, at best, like finding a needle in a haystack. After 20-plus years of managing a small, niche industry call center business, I have learned some tactics that have served us well in finding “keepers” – in other words, recruiting and retaining quality employees.

These tried-and-true strategies have been honed over the years, some by design and others by sheer happenstance. Together, they have helped us to create a culture that has resulted in one of the lowest attrition rates in the call center industry. I believe they will serve you well when it comes to keeping the best employees you are lucky enough to find.

Please Login or Register to read the rest of this content.

Application or Resume Review

Reviewing Application or Resume

Review application materials and resume for past education, jobs, and other experiences that are most relevant to the position.

Note any questions about the information provided (or not provided) in the resume or application (e.g., gaps in employment, frequent job changes, changes in college major, etc.).

Work Experience:

Please Login or Register to read the rest of this content.

Tags: hiring, Human resources, interviewing, Recruiting

Phone Screen or Prescreen

March 17, 2009 by Admin  
Filed under Human resources

Leave a Comment

Phone Screen or Prescreen

In the Call Center environment time is money. Bringing candidates into your offices for face to face interviews takes time. You will want the candidates you see to be the top of the pool. Have you ever interviewed a candidate on site, loved their skills and background, been ready to offer the position, and then found out that they can not work the schedule you need them for, or require a higher pay than you can offer!

This is a frustrating position. To resolve this frustration we recommend after the resumes and/or applications have been reviewed and screened the recruiting staff conducts phone screens with the candidates they are most interested in.

By speaking to the candidates over the phone the recruiter can gain some knowledge about their phone skills and etiquette. The phone screen also provides the candidate with information regarding the position that may not have been offered in the job posting. Asking questions related to scheduling needs and availability serves to quickly identify is the candidate and company are a match on a basic level.

If the Call Center requires full flexibility in schedule and the candidate can not accommodate these requirements there is no need to pursue a face to face interview. If the position does not pay the amount the candidate is seeking there is no need to waste either party’s time with an on site interview.

This conversation can occur when a candidate drops off their resume or application. The recruiter should review the documentation and if interested in the candidate (and time allows) ask the applicant the Phone Screen questions.

Here is a sample Pre Screen we have found successful. It is best to tailor it to the needs of the position you are hiring.

Please Login or Register to read the rest of this content.

Tags: Hiring process, Human resources, Recruiting

Health and Safety

March 17, 2009 by Admin  
Filed under Human resources

Leave a Comment

Health and Safety Policy Example

The following is an example of a Health and Safety Policy used in Call Centers. Clear communication of these policies may prevent major employee issues and ensure safety in the workplace.

SAFETY POLICY

Our Company takes employee safety very seriously. In order to provide a safe workplace for everyone, every employee must follow our safety rules:

Please Login or Register to read the rest of this content.

Tags: Human resources, policies, Safety, telephone monitoring

Next Page »