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:
2. Follow the ABC’s: Acknowledge, Bridge, and Close
Most people respond to call centres 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 centres, 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 centre 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 centres. Just consider those centres 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 centre compliance program includes:
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 centres, 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 centres!
What This Technology Means in Terms of New Opportunities
Benefits for Call Center Business Owners
Benefits for Quality Managers
Revolutionize call centre 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 centres, 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!