Are you looking to maximize call center agent retention? Some think it all begins with employing reliable personnel, but research shows that the skills of the supervisors are more critical. After all, they are the ones that come up with strategies that should convert callers to customers.
Since your company's conversion rate is vital to the total success of the business, we will go over the best marketing strategies for converting callers to customers.
Best Marketing Strategies for Converting Callers to Customers
Consumers may explore products and services in multiple steps and on various platforms in today's omnichannel world. It can be hard to keep up, but we rounded up helpful advice below.
Determine Your Team's Strong and Weak Spots
No one is perfect, and no one can do it all. So to figure out how to maximize your team's potential, you need to be able to spot the weak spots, as well.
Personality tests like DISC, and the famed Meyers-Briggs, can help you figure out how your teammates function. When you're at it, do the test yourself - you may be surprised!
It may sound like a minor step, but the first steps usually are. If you break down your team according to personality types, you will have a better overview of what you're working with, in which circumstances your colleagues perform the best, and where do they fall short.
From that point, you can assign additional training, courses, or tasks that suit people's strengths. Not only will people get the personalized attention they deserve, but they will additionally respect you as a leader.
Route Callers to the Best Agent or Location Based on their Data
One golden rule for better conversion chances is this: get your callers to the adequate agent or location. But how do you determine who is what? That depends on many factors: who's the caller, why are they ringing you up, what's their location, what marketing source drove the call, the time of day they called, and more.
You can use technology to automate and tailor call routing at scale:
- Interactive Voice Response (IVR): This feature is an automated phone menu that questions callers on their intention and routes them to their best option. You know these from experience: For instance, you ring up your phone operator, and you are greeted by a pleasant voice instructing you to press 1 for monthly phone deals, press 2 for additional internet gigabytes, and press 3 for support. There is always the option to press a number that will reroute you to a live sales agent who can help with your specific request.
- Rule-Based Call Routing: Many marketers have tech that routes potential clients based on their information and needs. A caller from a specific website or location can be rerouted to a particular set of call center agents. Or, if the call happens later in the night, your tech can route the caller to an office that is open at that time. Whichever methods you choose, they must suit your business and get your callers to the correct destination. That way, you lower the chances of hangups and improve conversion numbers.
- Call Forwarding: This is the method of routing calls sequentially or simultaneously to lower missed calls and lost sales opportunities. For instance, the same call can be shown on a person's cellphone and office phone simultaneously. Or, one call may ring on each of your agents' phones until someone picks up. A lot of companies utilize this for industries where workers step away from their office desks a lot.
Measure Sales Data With Accuracy
Begin by putting together a dashboard of important metrics, and use that information to better your sales results and convert callers to customers.
Just some of the things you should monitor:
- Call response times.
- The number of calls it takes for a conversion.
- How many social touches occur.
- Where do the best leads come from?
You can never have too much information. It will help your sales and marketing teams spot strong and weak spots. It will also further lead you to focus on leads that are most likely to get converted while also lowering needless marketing spending on channels with less efficiency.
There is good call tracking software that measures well which marketing channels lead to conversions. That gives the whole team better insight into a prospect's path to purchase. You can see where the potential visitor has been, which parts of websites they visited they checked out before calling you.
That gives your staff more time and data to prepare for the call, so they are better equipped to overcome obstacles and close the sale.
Did you know that Khoros research found that good customer service can convert 86% of clients to long-time consumers? That's why you should implement these methodologies that convert callers to customers and may bring you maximized results.
Check out our blog for more CRM strategies that can help your business!