Some good managers who are still searching for the desired high performance believe that setting stratospheric sales targets is the shortest path to achieving results. But, just like a car engine, accelerating too much can consume more fuel and compromise its useful life.
In other words, there is no point in overloading the team and setting goals that are difficult to achieve without offering adequate infrastructure, as the exhaustion of human resources and even the frustration of never achieving sales goals can cause more harm to the business than you might imagine.
Having a more holistic view of the call center elements, however, allows the manager to create strategies that can bring substantial results for sales , organizational climate, and of course, quality in customer service.
Want to know how? Check out our 7 tips that will teach you how to hit your sales targets, and which, as a result, make the call center a key sector for customer satisfaction and experience.
1. Keep in mind that information is power
Call center managers and agents need information at france whatsapp data all times to define their goals and how to achieve them. Therefore, a service management system that provides reports on sales and the overall and individual performance of agents is essential.
Based on such reports, the manager can identify which of their products or services are performing worst in sales, and then set goals for the following month to reinforce their offerings, for example.
Also based on data obtained from a system, mailings with more segmented contacts can increase the efficiency of approaches by call center sales agents, chatbots , or even indicate, based on the analysis of interaction and order histories, that it is time to deal with contract renewals or suggest that the customer makes a new purchase so as not to run out of their guaranteed stock of products.
2. Optimize business processes
Customer Relationship Management (CRM) is not just a software, but also a concept widely used by companies that value long-term relationships with their customers. Based on its premises, a company can improve its sales and service processes, ensuring greater agility and efficiency in relationships.
In addition to customer satisfaction and loyalty, optimizing the service and sales flow also allows the company to gain performance, that is, to be able to sell more and better with the same composition of human resources and infrastructure that it already had.
3. Monitor sales performance during and after cycle closures
Once again, commercial information is essential. By analyzing the performance of each agent or the sector as a whole, it is possible to make estimates for the success of achieving goals.
This makes it possible to identify, for example, that the approaches used by an agent are achieving good results and should be replicated for others, or even that those who are having more difficulty and are performing poorly require closer monitoring.
After the closed cycle, a new evaluation of the results is valid to reward the employees with the best performance and also allow the goals and strategies to be defined again in a personalized way.
4. Create personalized sales strategies and goals
Personalized service is very important for customer experience and loyalty, and it is no different when it comes to creating strategies.
Companies that develop tactics for different customer segments or markets in which they operate are much more efficient in achieving their goals and objectives. This is because they know that these areas of activity have different needs and interests.
A department store telemarketer cannot set the same sales volume of cold weather clothing for the south and northeast of Brazil as a target, right?
The same goes for setting goals differently for each call center operator. Different shifts and work schedules mean that sales opportunities are not the same for everyone, as is the conversion capacity, which in some cases is very different for more experienced and new agents.