Tips on Driving Contact Centre Efficiency
The first tip is to respond to leads faster, before they speak with your competitors. Response times are incredibly important to the success rate of sales teams. In fact, according to Harvard Business Review, sales reps that respond to leads within an hour are seven times more likely to have meaningful conversations with key decision makers than firms that try to contact prospects even an hour later. Yet only 37 percent of companies do so, with an average response time of 42 hours.
contactSPACE provides the capability to receive, prioritise and contact leads (automatically if required) almost immediately, so it's no surprise to learn that organisations who implement this best practice response policy within their call centres are at a significant advantage. Skills Certified Australia gained the competitive advantage by ensuring that whenever they received a hot lead, they were able to get in front of the queue.
With contactSPACE, following up on a lead can now occur almost instantly, and crucially before they speak with your competitors.
The second tip is to improve agent workflow to increase efficiency.
Simplifying the efficiency of agent workflows will save a significant amount of time, collectively across multiple agents over the course of a day. For example, if you're running a campaign that requires you to take bookings on behalf of a third-party client, the agent would typically need to move between various screens during the conversation, which takes time. By embedding your other business systems (CRM, ERP, Payments) directly onto the contactSPACE CallGuide, agents can complete any task without ever leaving the contactSPACE environment, saving valuable time. Similar benefits are available using our out-of-the-box integrations from contactSPACE with CRM's such as Salesforce and Hubspot as you're able to keep everything updated from the contactSPACE environment.
The third tip is to re-engage with dis-interested leads and recover the opportunity. Objection handling is an important process to understand and manage, and being able to handle each objection in the most effective manner will ensure that you make the most of every opportunity. This is even more important with new staff.
You can achieve better outcomes by using smart workflows and automated objection handling processes as you progress with the call. Objection handling is pre-configured by you and is available literally at the click of a button, ensuring that at the very least, the best-known responses to objections are available to provide the best possible chance of converting the objection to a successful outcome. You can also send supplementary tailored SMS’s and/or emails to a lead, depending on the outcome of the initial call.
The fourth tip is "don’t burn through your leads." Understanding when, and how often to call a lead is the first step towards making the most of the opportunity. Armed with these insights, you'll then want to ensure that you've optimised the configuration of your contact strategy to ensure that every lead is managed correctly, taking into account time zones, states, call rates, the day of the week and other factors. ALI Group is one of contactSPACE's clients that have implemented smarter engagement practices, leading to better outcomes.
To learn more about contactSPACE, give us a call on 1300 360 533 or email us at firstname.lastname@example.org .
contactSPACE is a cloud-based contact centre solution which helps organisations improve the outcomes of their client interactions as well as eliminating the operational complexities which have plagued call centres for decades. The customers' reliance on costly I.T. infrastructure has been eliminated as contactSPACE requires little more than an internet connection and a headset. contactSPACE has successfully shifted the focus from the technology to the operations of contact centres.
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