12 Tips to Improve Your Contact Centre Sales Results
Want to improve your contact centre's sales results? Here are the best practices of high performing contact centres:
Clearly communicate sales targets:
1) Set expectations:
2) Provide feedback:
3) Spot trends:
Train your Agents to sell:
4) Sales skills workshops:
5) Product knowledge training:
6) Competitive information:
Provide a ‘big picture’ perspective for your Agents:
7) Key Business Indicators:
Motivate your call center Agents:
8) Rewards and recognition:
9) Motivational ideas:
10) Post a "Wall of Fame":
Constantly reinforce your team's sales performance:
11) Share best practices:
12) Send out a "Sales Tip of the Day" to your Agents:
Use these 12 tips to improve your team's upselling and rightsizing performance.
Copyright © 2016 Reflective Keynotes Inc., Mississauga, Ontario, Canada
Clearly communicate sales targets:
1) Set expectations:
- Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.
2) Provide feedback:
- Post daily sales results at each Agent's desk or on-line so they know how they are performing versus expectations.
3) Spot trends:
- Analyze results per Agent and, per product, to determine trends. Use these trends to coach your team to higher performance.
Train your Agents to sell:
4) Sales skills workshops:
- Having good customer service skills is not enough. They need contact centre sales training so they can learn how to upsell and right size client accounts.
5) Product knowledge training:
- During team meetings, have each Agent take turns doing a five minute presentation on the key selling benefits of a product.
6) Competitive information:
- Train your Agents on how your products and services compare to your competitors. Provide them with solid answers they can use when a client says, "But your competitor offers..."
Provide a ‘big picture’ perspective for your Agents:
7) Key Business Indicators:
- Ensure your Agents understand how their performance impacts your department, your company and its customers.
Motivate your call center Agents:
8) Rewards and recognition:
- Give out out prizes for "Most Improved Performer" or "Top Ten Salespeople." The rewards can be food, movie passes or company branded items like mugs or caps.
9) Motivational ideas:
- Use one idea per week from an employee motivation book like “1,001 Ways to Reward Employees” by Bob Nelson and Ken Blanchard to encourage your team.
10) Post a "Wall of Fame":
- Show photos of the top sales Agent for each product. Beneath each photo, have that Agent share their best sales tips on how to sell that particular product.
Constantly reinforce your team's sales performance:
11) Share best practices:
- Discuss sales tips at every team meeting, shift huddle and one-on-one coaching session.
12) Send out a "Sales Tip of the Day" to your Agents:
- Ask your top-selling Agents to write the tips so they get public recognition.
Use these 12 tips to improve your team's upselling and rightsizing performance.
Copyright © 2016 Reflective Keynotes Inc., Mississauga, Ontario, Canada
About the Author:
Mike Aoki is the President of Reflective Keynotes Inc. (www.reflectivekeynotes.com ), a Canadian training company that helps contact centres improve their sales, customer service and coaching skills. He serves on the Advisory Council of GTACC (the Greater Toronto Area Contact Centre association www.gtacc.ca ) and was Master of Ceremonies for five of their annual conferences. He has been interviewed by the Customer Experience Show and the Globe and Mail. He was also chosen by ICMI.com as one of the “Top 50 Customer Service Thought Leaders on Twitter” for the past three years in a row.
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