How to Turn Your Company Conversations into Revenue!
Call center conversations are packed with valuable information. But, it can seem like a near-impossible task to sift through all call records for valuable, actionable information.
Here, we will consider how to better use call center conversations to your company’s advantage, particularly in terms of improved sales and NPS as well as decreased compliance risk. Then, we will explore how NeoSound’s speech analytics solution software can make applying these improvements infinitely easier.
How to Increase Sales
1. Hire the right sales advisors
You want to hire someone who’s friendly and engaging, without being too forceful and bombarding customers with information.
Sales advisors need to be resilient above all, as regular rejection is part and parcel of the job! Additionally, you want someone who is:
● open to learning new things
● emotionally intelligent
● a problem-solver
● team orientated
● motivated by their own success
2. Follow the ABC’s: Acknowledge, Bridge, and Close
Most people respond to call centers by saying that they are too busy to talk. In response, you should acknowledge that their time is valuable.
Next, mention how your product/service will save them time in the long run. This is the bridging component of the phone call.
Once the objection has been acknowledged and bridged, sales advisors can revert to their original pitch and ultimately close the sale.
3. Sell a Solution Rather than a Product or Service
Focus on how your product/service will make the customer’s life easier, rather than simply listing features. Paint a picture for the customer of why they need your product in their lives.
How to Improve NPS
The NPS, or the Net Promoter Score, is a measure of the customer’s call experience. It is usually determined by asking, “on a scale of 0–10, how highly would you recommend the sales agent to a colleague or friend?”
This figure is important to call centers, with a 7% increase in NPS average correlating with a 1% growth in revenue.
1. Reduce Response Time and Average Handling Time (AHT)
Equip your agents with the tools to quickly get their pitch across. People are busy and don’t like wasting their time. So, long, cumbersome phone calls will negatively impact your NPS.
2. Identify your NPS Champs
Ensure that you know which sales agents have the highest NPS scores and use their approaches as good examples. Make sure that you evenly distribute your NPS champions across all departments so that all your sales agents and contact center personnel could learn from them.
3. Ask for Feedback
Make customers feel heard and acknowledged. Once you have asked for an NPS score, ask them what could have been done to improve their experience. Their feedback will help you improve your strategy.
How to Decrease Compliance Risks
Compliance risk is rife in call centers. Just consider those centers that are open 24/7, with hundreds of sales agents across the world, each with the potential to make a TCPA violation that can cost your business money and its reputation.
While compliance training is always covered, it sometimes runs the risk of being overly rushed. As such, it doesn’t always prepare agents for real-life scenarios that don’t go according to the script.
Take the time to invest in thorough compliance training. A good call center compliance program includes:
- A top-down compliance culture, established at the top, and reinforced by middle management.
- Continuous call reviews for identification of any non-compliance. This could include things such as deviation from the script and necessary disclosures, or the use of deceptive/abusive language.
- Continuous training to ensure agent compliance no matter what gets thrown at them!
How Technical Capabilities of NeoSound’s Speech Analytics Solutions Help
To implement the improvements mentioned above, it is essential that you monitor your calls effectively. Particularly in large call centers, manual call reviews are only able to cover a tiny percentage of calls. This demonstrates that manual quality control simply no longer cuts it.
Instead, businesses should invest in automatic monitoring systems such as NeoSound’s intelligent Speech Analytics Solutions. With this AI technology, 100% of calls are assessed and automatically scored for both performance and compliance.
This enables you to easily identify the best and worst practices. Then, you can adjust training accordingly so that only the best practices are underway in your call centers!
What This Technology Means in Terms of New Opportunities
Benefits for Call Center Business Owners
- Improved customer loyalty due to improved communication quality. This technology will provide huge insight into the quality of customer communication by tracking performance trends.
- This will allow for training adjustments to be made accordingly, boosting the customer experience and, in turn, customer loyalty.
- Compliance tracking. The software continually audits communications for compliance issues. Thus, you can address these in record time, protecting your call center from noncompliance.
- Actionable insights. Access useful call analytics and key performance indicators such as NPS’s in just one click!
- Analyze marketing strategies. Analyze the customer’s voice for insights into the greatest successes and issues with the current telemarketing approach.
- Protect employee data. All stored phone calls are anonymous.
Benefits for Quality Managers
- Classify calls according to statistics and trends picked up by the software. This allows for the most frequent issues/complaints to be identified and rectified through training.
- Control sales agent’s performance. This can be done using the generated key performance indicators in a simple checklist format. Gone are the days of cumbersome excel spreadsheets!
- Easy call navigation. The software allows you to search through calls based on highly flexible criteria (e.g. emotional callers, silence intervals, keywords, or conversation topics).
- Easy audio access through the software’s interactive media player.
The Takeaway
Revolutionize call center quality control with AI speech analytics software. Monitor 100% of calls to identify the dos and don’ts of sales agents’ performance to adjust training. In turn, this will boost your customer experience and help turn more conversations into revenue!
With NeoSound’s Speech Analytics solution for call centers, you can X-ray all your customer conversations. So, what are you waiting for? Book a demo or give our software a free trial now!
