Is Your Call Center Best in Class...
...or just added overhead?
Call Centers typically have two distict purposes. Inbound call centers focus in accepting customer calls and attemption to satisfy client and provide a great service experience. Some add cross-sell or up-sell to their inbound activities. Outbound call centers focus on calling clients or prospects to sell a specific set of products or services.
Inbound Call Centers
Whether your customers are in front of you or on the phone, they deserve your best each and every time. The challenge is to get all of your associates behaving this way 100% of the time. With our Service Excellence program you and your associates will examine each type of customer interaction and establish expected outcomes. This is a critical task that most companies do not practice. As a result, they leave expectations up to each and every individual on their team. Customers receive varying experiences depending on who they interact with. These companies are not typically known for their customer service.
By documenting expected outcomes, you are now able to script and practice the most effective approaches to achieving those desired outcomes. Imagine a team of Service Associates that that has been equipped with clear expectations for the outcome of their interaction and with best-in-class conversation techniques as part of their on boarding process. Your customer satisfaction would soar and your companies reputation and sales would soar with it.
Why our Service Excellence program achieves superior results...
This program was developed through years of hands-on field research by our founder and CEO, Tim Scholten. His focus in financial services was to build service and sales cultures that create life-time customers. His hands on approach engages both front line team members and mangers in defining what successful service experiences look like and then involve team members in practicing the correct behaviors, providing real-time feedback, and scoring performances to create a culture of Excellence.
Outbound Call Centers
Outbound calling has become increasingly challenging over the last several years. With the advent of the Do-Not-Call List and cell phones, reaching the right people at the right time has become much more difficult. That is why it is critically important to make every outbound contact count. There are two critical elements of building an effective outbound call program: 1. Hire the right associates. These need to be people that don't take no for an answer. People that take no personally in that they see it as feedback from the prospect that they have not made a personal connection. This is a unique associate that is driven by results and strives to overcome prospect objections by establish a real and personal connection with the prospect. 2. Observe and capture the best-in-class relationship building techniques from your best associates. Record these techniques and incorporate them into your on boarding process for new associates to ensure that they ramp up productivity sooner. Also constantly review and revise these techniques as customers, products and market conditions are ever changing.
Why our Outbound Training Program works...
Our dedication to investing in front line associate development has helped clients significantly improve their sales results. It is our premise that investment is associates alway pays off in increased associate satisfaction, which results in increased retention, increased performance, decreased cost, and ultimately increased client satisfaction. Our program directly engages associates in the development of these best-in-class techniques....recognizing them for their contribution, success and leadership amongst their peers.
Why Act Now?
Bringing people, process and technology together to minimize variability in the client sales and service experience is one of the keys to your success. With our help you will you develop and execute these standards for improved performance and results, and achieve more than you thought possible.