Sales training for call center agents
While it's true that a sales consultant has the "facility" of selling a product when it's done in person, being able to show the product's features and functionality, and clarifying any questions the customer may have in practice, makes the sale a reality, unlike when it's done over the phone.
# Training for Call Center Agents
For a call center agent, this moment becomes a challenge due to the goals that must be met each month and the difficulties that arise when offering a product or service over a call. This includes everything from before making a sale, through the post-sale process, and through to the final customer satisfaction after a successful purchase.
Perhaps the only advantage one would have at that point online is if the customer has already purchased a product or service from the company or is about to renew their contract, a situation that almost always applies to cell phone companies.
That's why we'll present a series of tips below to help you structure training for your company's Call Center agents with the sole purpose of turning the sales prospect into a reality, thereby increasing your revenue.
Tips for proper training:
Step 1:
He first step It is to train your team of agents with some regularity, where they will learn more about the product/service you offer, its features or benefits. It is the right time to analyze each technical aspect in detail and translate it into colloquial words that the customer can understand at the time during the call.
Step 2:
Second, After knowing what you are going to sell, you must know who you are going to sell to, since approaching a young person through a phone call is not the same as approaching an adult.
Since interests in fashion, communications, and music vary, so does their time commitment, so the agent must be clear about how they will direct the message, how they will begin the conversation, and what the final blow will be to make the sale a success.
Step 3:
Now, the third step It consists of a recording. While it is true that it is annoying for some to hear their own voice, this exercise will give the team of agents tools to analyze what went wrong in the sale that could not be completed and what was the differentiating factor in the successful transaction.
Don't just record the agent's voice; record the agent's gestures as well, so you can observe their behavior on each call they made.
The previous point is connected in a certain way with the fourth and is that one of the tips that complements the recordings is self-criticism, that the agent answers questions like What did you like about the call? What was bad or good? Was the call length appropriate? It will reveal other aspects to improve in the next telephone sale.
Finally, the one-on-one approach is essential. Personalizing the conversation will make the customer feel important and, therefore, unique when purchasing or renewing a product/service, or when seeking your company if needed. In this case, email newsletters are a valuable resource, as this conveys the company's message of continuous improvement.
It's worth clarifying that not all steps should be implemented at once. There must be planning, a strategy, and goals to meet. Then, analyze the results and determine where to correct them so that telephone sales become a constant in your business.
Fountain: Optimize your call center.
#We invite you to read our blog post «Artificial Intelligence and
its power in Contact Centers»
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