How to set up a company's call center to increase sales

When starting a business, an entrepreneur has many tasks. To promote your business, you need to create selling company accounts in social networks, set up paid advertising and launch a website. In this fuss, you should not forget about the call center - it can become a significant sales channel. You just need to take into account a few important points when creating it.

1. Distribute calls among employees

Communication with customers and sales are big tasks that should be divided into several stages. Otherwise, there is a risk that the employee, who only receives calls from morning to evening, will quickly burn out and start talking with phrases like “I am alone, but there are many of you.” This behavior can turn customers off. The distribution of incoming calls will help prevent burnout of employees - for example, depending on the topic of the question. One specialist can talk about promotions and offers, another specialist can talk about the execution of the contract, and the third one will take over the work with complaints.

Modern corporate PBXs allow you to set up forwarding of incoming calls to managers and departments in automatic mode. It will also be useful to give calls a different priority depending on the needs of the business. If the current goal of the company is to promote new products, requests for them should be answered with a minimum of waiting. And when you need to work on the quality of services, you should pay attention to calls from customers who want to give feedback.

2. Integrate the call center into your CRM system

A phone call is the first point of contact for a customer with your business. In this case, it is important to have time to describe to the potential buyer the benefits of cooperation and work out possible objections. If an office manager answers the calls, he is unlikely to cope with such a conversation - you will need to quickly connect a sales specialist.

In order not to waste time and customers, it is worth tying the corporate PBX to CRM - so the sales team will immediately pick up the client. The request information will remain in the system, so you don't have to worry about the broken phone effect when data is transferred from the person answering the phone to the sales department. And the data will be stored in one place, and not on separate computers with passwords. If the main manager went on vacation or sick leave, then colleagues will be able to take over his tasks.

At the same time, in modern corporate mobile services, it is possible to assign a separate specialist to the client. So he will know that in your company he has "his own person" who remembers his history and is ready to help on various issues.

3. Customize the voice menu

This is a sound greeting that gives primary information about the company. You can include the name of the organization and the profile of its work in the message - this will reduce the number of erroneous calls. In addition, the voice menu has an unobvious emotional advantage - it is a way to take care of customers. If the buyer has a specific request, using the menu, he chooses which specialist to redirect the call to, and does not fall on a random person who may not know how to help him.

In a corporate mobile system, it is also convenient to set up voice mail. Incoming calls will be recorded automatically even late at night or on weekends and holidays when no one is in the office. You just need to warn the client about how long the answer will take, and, of course, call him back within the stated time.

4. Make the number multichannel

If a customer repeatedly gets a busy signal or waits for a long time until the manager can pick up the phone, this is unlikely to push him to buy. Setting up a multichannel number will allow you to simultaneously receive several calls at once so as not to lose potential sales.

You can also make sure that incoming calls come to employees' mobile phones. Managers will answer them whether they are in the office or not. In this case, redirection will occur automatically - customers will see only the main company number. And the manager does not have to leave dozens of contacts on the website or pages in social networks for communication.

5. Collect call statistics

Such data will be useful to analyze the conversion and the quality of the work of managers. If out of 50 new requests, none of them reach a deal, it is possible that sales specialists somewhere make mistakes.

Mobile services for business allow you to collect information automatically in one place and record conversations. This is not to spy on subordinates. This approach will help to understand the strengths and weaknesses of employees in order to help them become more confident and effective at work. For example, you can improve conversation scripts or organize corporate training.

Modern corporate PBXs are able to automatically analyze conversations, evaluate dialogue by keywords or even intonation. But such services are only capable of primary analysis and do not cancel the work of the manager - the decision on how to debug sales algorithms remains with him.

6. Choose a nice number

It is important to pay attention to such an option when looking for a suitable corporate PBX. Beauty in this case is a matter not only of aesthetics and prestige, but also of recognition. Word of mouth can work here: if the digital combination is remembered at one glance at the advertising banner, then buyers can easily transfer the company number to each other. It is not necessary that your contact consists of six identical numbers, it is enough to repeat the first or last few of them.