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Call Center Tips and Tools for Your Sales Team - VanillaSoft - ContactCenterWorld.com Blog

Call Center Tips and Tools for Your Sales Team

Successful businesses build their call centers on a foundation of talent, technology, and training. Employing competent sales talent and providing them with proper training will set your company up for success. Productive and efficient teams also have access to the right technology. Automated utilities, such as auto dialer software for call centers, help keep your team on track to hit your sales goals.

Today’s post is a refresher on some of the “common sense” tips — the things managers often take for granted that most sales representatives know — coupled with technology.

Phone Etiquette for Call Centers

The first few seconds of a call set the tone for the entire conversation. Your call center agents need to convey the right message about the company and set the tone immediately. If your sales representative had an in-person meeting you would want them to have a professional appearance and be courteous; ensure that your reps carry this mentality over into their calls. Here are a few ground rules your team should follow when on a call. Some should be common sense, but it never hurts to put it in writing.

  1. Address the prospect as Mr. or Ms. _____ unless they say otherwise.
  2. When placing someone on hold, tell them why and provide an expected hold time.
  3. Express gratitude for their patience when returning from a hold.
  4. If a call has to be transferred to someone else, the agent should explain why and let them know who they will be speaking with next.
  5. No eating, smoking, or gum chewing on a call. This should be common sense, but it’s pretty important.
  6. Ensure that your reps are competent and prepared. Prospects will see the time spent on the call as wasted if the caller is ill prepared, leading to an immediate loss of the chance of a sale.
  7. Consistency is key. Every caller should portray the same company message and persona.
  8. At the end of the call, the caller should open up the conversation for any other questions and then reiterate the next step in the sales process. Allowing them another chance to speak will portray a sense of caring beyond presenting the pitch and rushing to get off of the phone.
  9. Never interrupt, and let them hang up first. The prospect may have another question, and if the rep hangs up first, they chance cutting them off mid-sentence.

Auto Dialer Software and Other Useful Tools for Call Centers

Technology that makes a salesperson’s job easier is one of the best investments a business can make. By providing your team with the proper tools, you give your reps more time to do what you hired them for - to make as many quality sales calls as possible. Here are three features VanillaSoft offers to make your sales team more productive and efficient.

Auto Dialer - The auto dial feature keeps your salespeople on track and on the phone as much as possible. With both progressive (the next best contact is dialed automatically) and preview/click-to-call (caller can review contact info before initiating the next call) dialing, these features increase call volume by 35%-100%.

Voice Drop - This feature frees up time for your inside sales team. Instead of sitting through a voicemail prompt and then taking 30 seconds or more to leave a message, voice drop allows the caller to queue up a pre-recorded voicemail and move on to the next call.

Logical Branch Scripting - Keep your messaging consistent by providing your callers with a winning script. As the conversation progresses, logical branch scripting reflects the prospect’s responses and where they are in the buying cycle.

In addition to saving time and energy for the salesperson, VanillaSoft allows management to easily monitor their team’s efforts and the status of leads. These are only three of our many powerful sales tools. Check out VanillaSoft’s other best-in-class features here.

Practical Inside Sales Techniques for the Call Center

We’ve covered call center phone etiquette along with a few valuable VanillaSoft features that can simplify your agents’ jobs. Next, let’s review some useful inside sales techniques that your call center agents can use to move prospects and leads closer to a purchase decision. You’re probably familiar with many of these, but a few may be new to you.

Tips for the team

  1. Smile when speaking. The contact should feel like the caller is happy to talk with them. A smile really does shine through in your voice.
  2. Speak more slowly. When people are nervous, their cadence tends to speed up. Encourage your team to slow down to make their speech sound more natural.
  3. Allow for a moment of silence after making a statement or finishing the pitch. That second or two carries a lot of power.
  4. Use the prospect’s name. It personalizes the call and builds familiarity with the prospect.
  5. Use verbal cues like “yes” and “uh-huh” to let the contact know you’re paying attention.
  6. Repeat prospect’s words or phrases to show understanding.
  7. Empathize with the contact to build trust and rapport.
  8. Set up a clean workspace free of distractions and clutter. This will help you stay focused on the objective of selling.

Tips for managers

  1. Provide your team with sales software that has minimal distractions (bells and whistles you don’t need or use). Most CRM solutions provide too many features that confuse or distract callers. VanillaSoft limits distractions and facilitates more productive and efficient sales calls.
  2. Monitor and review sales calls for needed improvements. Management can do this for the team, but consider giving your sales reps the option to do this on their own too.
  3. Role play with your agents to help them perfect their pitch. Get sales reps to regularly practice together, too.
  4. Encourage your team to read blogs, articles, and books about sales success every chance they get. You can even send out a daily or weekly email with content to fuel their learning and provide some motivation.
  5. Train your team on social selling tactics for relationship building. Simply reviewing a contact’s social accounts before a call can reveal a common interest or hobby that they can use to connect with them.

Working in sales in a call center can be difficult without the face-to-face interaction that sales reps out in the field get. However, following the tips and techniques listed above, combined with tools like auto dialer software, can make it easier for your team to close more deals. Do you have any methods or tips that work for your sales reps that you’d like to share? Let us know in the comments section below.

Source: https://blog.vanillasoft.com/call-center-tips-and-tools-for-your-sales-team/

Publish Date: May 26, 2017 5:00 AM


2020 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

4.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

5.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

6.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

7.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

8.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

9.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

10.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

11.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

12.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

13.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

14.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

15.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

16.) 
Geomant

Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900

17.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

18.) 
Intelligent Contacts, Inc

Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
Core features
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
(read more)
PH: 1 800 214-7490

19.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

20.) 
LiveXchange

LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
 
Page: 123



View more from VanillaSoft

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Call Center Tips and Tools for Your Sales TeamMay 26, 2017 5:00 AM
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