Customer service is not always common sense, and each phone lead is unique. To be prepared to convert each potential customer, your CSRs must possess a set of strategies that they not only know, but have the confidence to implement in every call. Our seasoned coaches then
work one on one with your call handling team to apply Smart Selling concepts in practice call scenarios that are created and selected based on your industry and team’s needs. To start call monitoring and CSR training in order to provide exceptional service that creates loyal customers and book more appointments from your existing lead pool, fill out the form below.
Do you know which marketing efforts are producing phone calls for your company? If so, what kind of leads are they producing—are they qualified? Are those leads being closed? Which of your CSRs closes the most leads, and what do they do differently than the rest of your CSRs?
Call Intelligence Reporting will allow you to regularly audit your call handling team and make improvements to their performance, as well as your marketing strategies’. To get started with this call monitoring service, fill out the form below.
One way to achieve more appointments and sales from your existing lead pool is to “recover” them. This is possible if your call handling team calls a customer back after they inquire about your service but do not initially book an appointment. Our team helps you do this by flagging
calls with specific opportunities and details about unconverted leads, which your CSRs can then use to recover leads more easily. This allows you to take action quickly and maximize your chance of recovering leads. To avoid missing out on sales opportunities and to ensure optimal customer service, fill out the form below.
To discuss your team’s call handling performance, please provide us with your information below.
Even in today’s digital world, many people prefer picking up the phone and calling a company. Whether you own an HVAC or plumbing company, remodeling firm, or veterinary clinic, a lot of your leads come through the phone. Put yourself in the consumer’s shoes for a minute.
Maybe their air conditioner was out and they were looking for emergency HVAC service. Perhaps they needed a plumbing company to fix a broken toilet. Maybe they were looking for help remodeling their home.
Whatever the situation, one thing is certain—consumers will remember their interaction with the customer service representative who answered the phone. Did the representative sound happy to hear from them or annoyed that they called at a busy hour? Was the representative competent and able to accurately inform them of all the company’s relevant information, like what services it offers and which areas it works in, or was the representative not very helpful at all? Could they even reach somebody, or were they put on hold forever or transferred to voicemail?
Whether the consumer’s experience was a positive or negative one, it probably affected whether or not they chose to give their business to that company and how they feel about that company at this moment. Think about that for a second! That one interaction shaped their whole perspective of that company: Whether it’s able to help them, whether they want to work with it, whether they’d refer it to a friend.
The Smart Selling Advantage
As a business owner, the way a customer would answer those questions about your call handling team should be of the utmost importance to you. A CSR is usually the first impression a potential customer has of your company, and they have the potential to be the last—making them arguably your most important sales representative. No matter what marketing channel a customer finds your number on, their calls will all go to one place: your customer service representatives. Ensuring that your CSRs provide world class customer service and are equipped with the skills to turn any lead into a sale will pay dividends, resulting in more booked appointments and sales and customers becoming loyal, raving (and referring!) fans. But how do you know how your CSRs are performing, and what can you do about it?
Our team has tracked, recorded, listened to, tagged, categorized, and analyzed over 1.5 million phone calls to find out the answer. In that process we have:
- Discovered the most common CSR errors that lead to missed opportunities and the loss of booked appointments
- Established effective approaches for closing sales over the phone on the first call
- Developed phone lead management reporting that can help you keep track of and improve both your marketing efforts and CSRs’ performance
- Created proven methods for tracking and recovering lost leads
- Refined customer service training programs that are tailored to individual companies and CSRs
In short, we have learned how to harness the power of call monitoring to vastly improve customer service experiences and greatly increase your return on marketing investments. Our team can help your company extract the most value possible from every phone call. To get started, contact us or learn about our services.Learn More
“The Smart Selling program has been worthwhile for our company. We’ve noticed a difference in the types of conversations our customer service representatives are having with potential customers and…”-Jack Lehr Heating, Cooling & Electric