If you operate a call centre business, you’re more than well aware of the importance of top-notch customer service. Arguably, there is no more impactful scenario than the phone conversation when it comes to making a good impression. Here’s what we mean. You cannot rely on facial expressions, hand gestures and other body language to communicate your message. A phone agent’s job is to make great impressions using only his or her voice.
Converting leads into customers over the phone is both an art and a science. Let’s take a look at some best practices for call centre agents that will help them turn leads into customers.
Know your products inside out.
Product knowledge is key. One of the top tasks of a call centre agent is to answer questions about the products they are selling. Without a strong grasp of the ins and outs of the items in question, a phone agent will falter in his or her quest to generate sales. Be sure to train your call centre staff on all of the features, benefits and nuances of the products you’re selling. That way, they will be able to confidently answer and address any questions or concerns a lead might have.
In addition, having a depth of knowledge allows a call centre agent to tailor his or her pitch to the specific needs of each customer. Strong product knowledge provides an opportunity to highlight how products can solve specific problems that are unique to each lead. Let’s not forget, of course, that being well-versed in your product helps to build trust and credibility. As you’re surely aware, customers are more likely to buy from someone who appears knowledgeable and trustworthy.
Practice active listening and express empathy.
Especially in today’s A.I.-obsessed world, being a real human really matters. It’s vital that you listen to what your callers are saying. It will enable you to accurately address their unique concerns. When you haven’t closely listened, you put yourself in a position to do something wrong. In fact, many consumers get annoyed by simply having to repeat themselves.
In addition, the importance of empathy cannot be understated. It shows that you genuinely care about the sometimes-difficult needs of your clients. By showing empathy, you demonstrate that you’re not just pushing for a sale. Your humanness will help to build rapport and trust, which are essential for converting leads. Offer such words as “I’m truly sorry to hear about that unfortunate situation. I’d feel just as bad if I were in your shoes.”
Highlight the benefits of your products – not just the features.
No matter how great your products are, it won’t matter to your leads if they can’t find ways to benefit from them. Focus on the benefits of your products. Describe how they can add value to the lives of your customers. So, instead of just listing a feature, discuss how it aligns with the needs of your leads. That way, your customers will visualize the positive impacts that working with your company can have on their lives.
Allow us to highlight some benefits of Melo Technology’s DaFeeder Telemarketing! This web-based telemarketing software allows you to create calling campaigns that specifically cater to your call centre’s target audiences. As well, DaFeeder enables your call centre reps to call your leads with the simple click of an on-screen button. We’re just scratching the surface. To learn more, please don’t hesitate to call us at 1-888-MELOTEL or email support@melotel.com.
