How the Right Contact Center Can Enable More Sales - Talkdesk - ContactCenterWorld.com Blog
Your company’s call center is more than just a tool to contact customers and prospects. For the people on the other end of those calls, the call center is not only part of the communication process, it’s part of your company’s personality. To a prospect, a call center software solution that drops calls sounds a lot like a brand that doesn’t want to listen to what they have to say.
Your call center should be a means of showing customers how much you care about them. It should be part of the collection of tools that your sales agents can utilize to convince prospects that your offering is unique and superior to the competition. To do that, you’ll need a call center software with the same characteristics. You’ll need Talkdesk.
Talkdesk has plenty of sales-friendly features, but here’s a look at a few that we think can jumpstart your sales team the most.
Sales is a tough job; agents spend all day making cold calls and sending emails hoping to set up a conversation with a decision maker to pitch their product. It’s hard work and all the effort that goes into setting up a conversation shouldn’t be ruined by a conversation that keeps going back to the phone connection. You want your prospects to say things like “tell me more” and “let’s set up a time for you to show me how it works,” not “I’m getting an echo” or “can you say that again?”
The conversations that inside sales agents have are almost entirely reliant on phone call quality. They have such a short window to make an impact, it’s inexcusable to have your prospect use their energy and attention on trying to figure out what the sales rep is saying. If your prospect has to focus too hard on just hearing you, they’ll never understand you.
If you’re interested in hearing the Talkdesk call quality for yourself, give us your number and we’ll call you. It’s the easiest way to understand the difference call quality makes.
Being successful at sales requires that you know your numbers. Agents and teams always have their eye on a weekly, monthly, quarterly or annual goal and progress towards these goals. These standards are a clear marker of what is expected and how an individual is performing. However, your team’s understanding of overall performance is very limited to the metrics that you are tracking. Sure, your bookings can tell you about how an individual is performing, but what about the average number of calls it takes an SDR to connect with a prospect or an agent to close a deal? What about measuring the sentiment of the recipients of the calls? Talkdesk even offers tools in AppConnect to identify optimal times for connections and upsells based on voice analytics.
Talkdesk’s reporting can deliver real-time data on a variety of metrics, and your team’s dashboard is fully customizable so you can track exactly what you want. Supervisors can set these dashboards up to ensure that their team is tracking the metrics that add value to their overall sales operation, not just describing what they’re doing. With Talkdesk Live, sales managers can see which agents are in conversations at any moment. Not only does that mean that they can take action to inspire a quiet sales floor, but they can also identify which reps haven’t hit their daily call goals and encourage them to finish the day strong.
The sales process requires a lot of repetition. Each call requires work to be done before, during and after the contact and successful sales reps can spend loads of valuable time dealing with red tape rather than talking to prospects. Some of that work is simple grunt work and can just as easily be done with AI-powered automations.
These automations are highly customizable and can be adapted to fit any sales team’s flow. A good set of automations recipes will dramatically reduce the technical work associated with your sales team’s calls, freeing the sales reps up to do what it is they do best - pitch your product and close deals. Not only do the automations free up your agents’ time, but they also reduce the risk for human error. Talkdesk automations work in conjunction with the 25+ business tool integrations we offer and can increase productivity by 20-30%.
Talkdesk can add a lot of value to your sales efforts. To discuss how your company can benefit from our industry-leading call center software, set up a demo with one of our experts by clicking the button below.
Publish Date: June 15, 2017 5:00 AM
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