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From the blog

What a Data Mining Call Center Can Do To Help Your Business

Data Mining Call Center

Data Mining Call CenterKnowing everything about the landscape your business operates in is vital. As they say, the one who has the information needed to make the right decisions wins the war that is business.

This is why you should invest resources in a data mining program specifically targeting your market. It’s an investment that’s equally important as raising capital and creating marketing campaigns.

Why is that so? It’s because there are many benefits that data mining and research can bring to your business.

Benefits of Data Mining to Businesses

Data mining holds vital importance in the retail markets, for instance. According to ZenTut, data mining allows retailers to build historical data on customer behavior.

With accurate customer behavior data gleaned from timely information, marketers can determine what approach to take to reach projected sales figures for a new product or service.

ZenTut also points to the importance of data mining in financial institutions. For instance, data mining can give banks and loan companies information on a person’s credit standing.

If a client comes applying for a specific type of loan, creditors can use data mining to determine a person’s credit history and determine if he or she can be eligible for the loan or not.

Data mining is also a tool that can be used by government agencies to detect criminal activities committed by its citizens.

For instance, government agencies can launch data mining of an institution’s financial transactions to spot illegal money laundering practices and links to criminal organizations.

By now, you’ve already appreciated how important data mining is to your business, regardless of what your niche market is. It’s high time that you start thinking of undertaking this task now.

You Should Outsource Your Data Mining to a Data Mining Call Center

This is where a data mining call center comes in to help you out. While you can do data mining on your own, it’d be more advantageous if you outsource this part of your business.

You can enjoy the following benefits if you outsource your data mining and other business processes to a third-party offshore company, as outlined by Business Daily News:

1. 24-hour service

Time zones don’t matter anymore when outsourcing to a BPO call center in the Philippines. These companies              can do data mining even beyond your opening hours.

2.Guaranteed expertise

An outsourced call center trains its employees to do one specific task, and that guarantees expertise. You can                rest assured that you can get the results that you spent your money on.

3.Fixed expenses

Outsourcing business processes to a third-party call center is friendlier to the budget than building your team.    They handle training expenses, for instance. You only pay a fixed rate per month.

In other words, outsourcing your data mining needs to a BPO call center in the Philippines allows you to obtain the business information that you need, without being compelled to invest money in building and training your team.

You also free up human resources in your local team, whom you can assign to more important tasks they can concentrate on. All of these benefits are yours for only a fixed rate per month.

What other benefits of data mining and outsourcing can you think of? Let us know in the comments section below.

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23 Tried and Tested Selling Tips from Accomplished Sales Experts

Sales

SalesMake no mistake, selling isn’t for the faint of heart.

To succeed in influencing your prospective customers into buying your products, you need to have the grit, character, and integrity.

Not only that, but you also need to have the right elements in place to make the sale happen, like a data mining call center, leads, decent equipment, and a skilled sales team.

Most business owners get all of these from working with a BPO call center in the Philippines. With the highly-skilled workforce and affordable services that BPOs offer in the country, it makes perfect sense for companies — regardless of their size — to do so.

If you’re personally about to embark on a sales campaign, however, and you’re looking for strategies that you can use to improve your chances of selling, then allow us to share with you several tried and tested sales strategies from the sales experts that we reached out to.

Let’s hop right in.

1. Dan Jourdan, Sales Coach, The Sales Energizer

Talk to more people. Phone, In person, E-mail, Social, Smoke signal whatever…talk to more people!

2. Jane Mims, Executive Coach, TalentCore Coaching

Know your customer. Far too many sales associates approach prospects ready to sell a product or service & launch right in. Taking the time to listen to the customer before getting into a product or service pitch can help create a long term sales relationship.

3. Susan A. Enns, B2B Sales Coach & Author, B2BSalesConnections.com

If you are not using a CRM (Customer Relationship Management) system, start. If you do and your contacts are only organized alphabetically like the phone book, reorganize it chronologically.

Over the past 30 plus years, any time I have worked with entrepreneurs and sales people to change their filing method of contacts from alphabetical to the date of next contact, follow up activities, and more importantly sales results improve dramatically!

4. Bob Urichuck,  International Professional Speaker, Trainer, Author & Founder, Velocity Selling

Rather than focusing on money or return on investment – ROI, think about return on time invested – ROTI. Getting the best ROTI starts with setting an objective – what is it you want to accomplish and by when.

5. Russ Lombardo, President & Founder, PEAK Sales Consulting

We’ve all heard that listening skills are one of the most important skills a salesperson can have. There’s no doubt that this is true. However, the best listening skills in the world are useless if what you’re listening to is useless information.

To ensure you’re listening to valuable information, you have to ask value-based questions. The tip to follow is to ask the right questions and the right kind of questions. The right questions are ones that uncover your prospect’s pains and challenges.

The right kind of questions are ones that are open-ended and designed to get a person to explain or elaborate on their response, and they begin with Who, What, When, Where, Why and How. Examples of how these types of questions come together include, “How is that affecting your customer retention?” or “Why are you looking to improve that process?” or “What happens if nothing changes?”

These types of questions get people to open up and explain their situations, conditions and challenges. Just be sure to exercise your good listening skills when they respond.

6. Don, Business Brainstormer, Speaker, and Consultant, Don The Idea Guy

Many times a “No” from a prospect simply means “not now”. Stick around, stay in touch, and keep sending valuable insights about your customer’s industry to aid in their success. Business needs are fluid and change frequently.

Other vendors (not you, of course!) drop the ball and fail to follow through on promises. Keeping in contact even after a “No” allows you stay up to date on the prospect’s situation and in position to step quickly in when needed.

7. Marc Jantzen, MD & Founder, TheNub

Before the sales conversation ask yourself “what do I not want to be asked” then list those questions and prepare your answers to your best of your ability.

Prepare so well that you don’t have to think about what you are going to say, or worry about any question you might get asked, so that you can remain completely ‘present in the moment’ enabling you to truly listen to both verbal and non-verbal cues which will enable you to connect with the customer, understand what’s really on their mind and then sell them what they want/need.

8. Clara Capano, Owner, Capano Consulting

Focus on the relationship and not the sale. We forget that “selling” is not our job, but rather our job is connection. When we look to connect, to serve , to be a resource – that is the start of it all. The “sale” is the by product of our ability to connect. Long term success comes from being relational and not transactional.

So my tip is to focus your day on who you can serve and how you can be a resource to others… the rest will take care of itself.

9. James E. Dion, President, Dionco Inc.

Features, attributes and benefits of products are components so closely linked that Sales Professionals refer to them as “FAB. ” The features of a product are those things we can see, touch, smell, taste or hear. In other words, features are what are immediately obvious to our senses. They are concrete and directly observable and, therefore, noticeable by the Customer. The crystal of a glass and the silk fabric of a blouse are features.

The attributes of a product are what the features do. Crystal makes a glass thin and delicate and provides a very clear surface. Silk is soft to the touch and “breathes,” allowing air both in and out. Those are its attributes.

Features and attributes, however, do not sell a product nor do they pique a Customer’s interest. Benefits do that.

Demonstrating the benefit of a product involves taking the product’s features and attributes and explaining, not just what they do, but what they can do for your Customer. In other words, the benefit statement means translating an attribute (what the product does) into a personal statement of what the product can do for your Customer. A benefit statement always evokes the Customer’s enjoyment or gain from the product.

For example, it is one thing to say that a coat is made of wool. It is another to add that wool is the warmest of natural fibers. But to say this wool coat will make you think you are in Miami on a warm day makes the Customer feel the warmth of the coat in a very real manner.

Always ask yourself if what you are saying to the Customer is a benefit to him or merely an explanation of the feature. A benefit statement always evokes the Customer’s enjoyment or gain from the product.

A benefit statement tells the Customer how this product will change his life. It personalizes the feature for the Customer and allows him to see how the product will make a difference in his life.

Benefit statements almost always end in a description of the Customer enjoying, or getting something out of, the product.

Features are what we can see.

Attributes are what features do.

Benefits are what features and attributes do for the Customer (as related to his or her expressed need).

People who are successful in sales always speak of benefits of their product to the customer not of features and attributes.

10. Joy Rains, Author, Ignite Your Sales Power! Mindfulness Skills for Sales Professionals

Power your Sales with awareness.

11. Steve Yastrow, President, Best-Selling Author of Ditch the Pitch, Yastrow and Company

Turn every presentation into a conversation.

It’s very simple– don’t present. Instead, engage your customers in conversations that matter to them. Tear up your elevator speech, tear up your script, and ditch the pitch. Create the right conversation for the customer you are with now. And, most importantly, make sure the conversation is not about you, make it about your customer.

Your customer doesn’t care about your company history, your credentials or even about your products. What they really care about is how they can be better off if they buy from you.

12. Chris Ronzio, Founder, Trainual.com

Follow a process. When it comes to sales, the conversation is art, but the process is science. So, track the results that you’re getting from each sales strategy, and document each step in your playbook so that your team can share best practices.

13. Jane Anderson, Personal Branding Expert, www.JaneAndersonSpeaks.com

One tip is to build trust by being yourself.

The only way you can be yourself is to be around people who are like you so you need to build a tribe of customers what you can love and love them hard! You only have so much bandwidth so stay focussed on those who have been loyal, do what you can to love and support them, not just try to sell them stuff all the time. You need to legitimately care.

14. David Meerman Scott, Bestselling Author, The New Rules of Sales and Service

Educate and inform instead of interrupt and sell.

15. Katie Mares, Founder, www.KatieMares.com

Take the time to flip the lens and understand the customer standing in front of you. Perception matters; if you don’t get to know your customers you’ll never live up to their expectations.

16. Danita Bye, Author of Millenials Matter, Founder, www.DanitaBye.com

Get faster traction and accelerate your sales results, by strengthening your selling mindset and Sales DNA Quotient.

17. TC North, Ph.D, Founder, Executive coach, Leadership Speaker, Professional EOS Implementer, Catalyst High Performance

Be like an elite athlete and show up with magnetic presence. Learn how to create the emotions and presence that helps you be your best.

18. Joe Hirsch,  Managing Director, Semaca Partners

Don’t focus on selling. Focus on serving. If you get the service right, the sales will follow.

19. Sarah Pearce, Speaker, Strategist & Coach, www.SarahPearce.co.nz

Successful salespeople understand that listening is the most important part of their job. So, don’t interrupt, watch body language, paraphrase and reflect back, and ask questions. Remember anecdotes your client tells you and refer to them again later. Giving someone your full attention is powerful. Listening builds trust.

20. Mark Williams, Director, Sales-mind

Focus on bringing your best self to the set of activities that afford the best possible chance of success being a natural out put of the work you put in

21. Brandin Wilkinson, Development Coach, ReThink Selling, Generating Everlasting Momentum!

Success is 20% Skill and 80% Mindset.

Regardless of experience, mindset is more important than skill. Due to the roller coaster ride that is sales, success requires an unbelievable level of resilience. The extensive constraint on the growth of your business is always the leader, and that’s you! Remember, people don’t buy what you do; they buy why you do it.

22. Sean McPheat, CEO of multiple award winners MTD Sales Training

Make sure that you give your prospective clients a good listening too. Ask questions, probe and be curious. A thorough fact find is essential so you can position your products and services in the right way. Don’t just show up and throw up with your features and benefits.

23. Mario Martinez, Jr., CEO, Founder and Digital Sales Evangelist, Vengreso, The Digital Sales Transformation Company

Here are my five best digital prospecting rules when it come to Cold Outreach via Digital Messaging:
1. #ShowMeThatYouCare
2. Don’t #SprayAndPray
3. Your message must #AddValue
4.Think how can I #HelpThemSolveAProblem
5. Lastly, #DontDoNormal when it comes to prospecting. Think like a marketer but act like a salesperson.

Conclusion

The good thing about these sales tips is they aren’t just good on paper — they are tried and tested to work, so much so that they are even used by sales experts. Incorporating these tips into your sales campaigns will yield you amazing results.

However, If you don’t have the bandwidth to do things by yourself, and you’re looking for a data mining call center or a BPO call center in the Philippines to help you with generating data and sales, then reach out to us now using our contact form. We’ll be more than happy to discuss with you how we can help you grow your sales. Cheers!

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How Cloud-Based Call Center Solutions Streamline Billing Processes Overflow Policies

How Cloud-Based Call Center Solutions Streamline Billing Processes Overflow Policies

How Cloud-Based Call Center Solutions Streamline Billing Processes Overflow PoliciesTechnology can be both a blessing and a curse. Embrace it, and it will help your business grow, ignore it, and you’ll suffer grave consequences.

Thankfully, there are now hundreds of ways to grow your business and embrace technology without spending so much money. One of the best options available is outsourcing some aspects of your business to an offshore business process outsourcing call center in the Philippines

Another option is to use the cloud.

The Rise of the Cloud

According to Mashable, the cloud is a network of servers, and each server has a different function.

Some servers use computing power to run applications or “deliver a service.” The cloud can also refer to a software application that uses internet connectivity to serve as the storage of information for whatever purposes it may serve the company that’s using it.

Now, let’s take a look at the benefits of using the cloud.

How can Cloud-Based Call Center Solutions Help You?

1. Faster, Less Complex Billing Process

With the use of cloud-managed applications, it is easier to reach out to your customers and provide them various ways to pay their bills, without them having to go to the bank or pay their invoices through payment centers.

However, even though you have the time to figure out how to set up everything on your own, working a business process outsourcing call center is still often a better option for your business.

Doing so will allow you to easily scale up or down as your business needs evolve due to market changes and seasonal peaks. BPO providers already have the right number of people to do the job for you.

Plus, if you’ve chosen a reliable business process outsourcing call center, their staff will most likely have the technical expertise you need.

2. Deliver Exceptional Customer Engagement

Because the cloud is highly customizable, you can exceed customer expectations and drive new revenue by delivering consistent, personalized and journey-appropriate customer interactions.

You can also capture leads easily using cloud-based programs. This can help you develop buyer personas, market your products to the right audience, and give incentives to customers that are regularly buying your products or services.

3. Cost Effective but More Efficient

Since you will be dealing with a service provider, you don’t need to pay many staff to manage your servers. The vendor will do all the maintenance work for you, and you’ll be notified in advance if there are major upgrades that can impact your business.

Unlike buying equipment like phones and computers, you only have to pay a single service fee (depending on the package that you’ll get from your vendor).

4. Get More Clients or Customers

Since it’s easier to capture leads using cloud-based applications, you can market your product to a larger audience easily. You have the option to interact with the leads you have gathered online and get a bigger list of prospect clients or customers with the help of a data mining call center.

Instead of waiting months after months to generate enough number of leads to execute your marketing strategies, a data mining call center can generate a valuable list of prospective clients for you.

These service providers also can turn those prospects into paying customers with the use of different marketing channels and outbound campaigns.

Conclusion

Have you been taking advantage of the cloud technology for outsourcing office tasks? If you answered with a “yes,” what are some of the best tips you can share with our readers when it comes to using the cloud?

If there are ideas, strategies, or even questions that you’d like to raise, please feel free to do so in the comments section below. Cheers!

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Customer Retention Solutions that Work in the Age of Dying Brand Loyalty

Customer Retention

Customer RetentionBecause of the new companies popping up every.single.day — together with the plethora of innovative features they offer — the customer tug of war in just about any industry has become even more cutthroat.

What’s more, these businesses aren’t slacking off in their marketing efforts either.

They’re bent on pouring budget on their marketing pockets or coming up with guerilla marketing tactics to get their brands in front of their target audience.

Having said all that, business owners are now at their wit’s end when thinking of ways to establish brand loyalty.Are you struggling with the same thing? Are you looking for ways to improve your customer retention?

If you answered with a “yes,” then please read on — you’re in the right place.

Have extensive knowledge of your product.

Your types of callers are varied, some being new to your product others longtime customers. Once a customer feels like you don’t know anything about your product and that you are wasting their time, it will leave a negative impact on customer retention.

Win the callers confidence by being an expert in your product. So go beyond the usual briefing and call scripts. Get a deeper understanding of your product by experiencing it from the customers perspective.

Possess extraordinary courtesy.

Be extremely courteous in your calls, control your tone of voice and treat the problem in a dignified manner. For troubleshooting calls, your customer might already be irate, to begin with; your job now is to pacify his emotions.

For sales calls, make sure your customer is in a good mood when you engage in the call, he may be busy or is going through something important, chances are if you force your sale he won’t buy it even though how good your product may be. Cut the call yourself and tell him you will reach out to him at a more opportune time.

Avoid trigger words that causes conflict.

From the very start of your call, use words like “we” or “our” to signify this is something that both of you will work on together. As much as possible do not assign blame to the caller by telling them, they must be doing something wrong.

Be diplomatic in your calls, share a mindset that this problem is no one’s fault, but you will work together to solve it anyway. This language puts both you and the customer on the same boat.

Find ways to re-target your customer by being proactive.

Way before your customers will start experiencing problems with their product, call them up and get feedback and how they find it so far. Pre-empting the issues like we do at our call center in the Philippines, will lessen the frustration of your customer, and they will appreciate your concern in their welfare.

Set schedules to call existing customers already utilizing your product, giving customers a sense that your company was not only after their money but is keen on meeting their needs.

You then establish a relationship way beyond the seller and the buyer. And that goes to show that you also prioritize customer  retention.

Utilizing these solutions to your advantage.

Use all available techniques to your call, and you will win a customers loyalty as long as your company exists. Your goal is to have a long streak in the retention of your customers. The elements of ensuring this happens are the ability to go the extra mile and to do more than what your competitors can.

What’s your strategy?

So what do you think? Are the techniques and solutions mentioned enough to ensure customer retention? Do you have even better strategies that you want to share?

Do let us know by giving feedback or sharing this article.

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The Advantages of Live Chat Over Voice Support

Live Chat

Live ChatCustomer service channels have improved and diversified over the last decade, providing service providers and customers better and more effective ways to communicate with each other.

Live chat support, in particular, has radically evolved in the last few years.

Thanks to our much-improved technology, talking to customer service professionals has never been more satisfying and more efficient.

That’s not to say that voice support is going anywhere soon. When push comes to shove, there are still plenty of customers who prefer hearing a live human voice when asking for assistance.

Still, no one can deny that chat support is now the most-preferred customer engagement channel over voice support — at least if this Zendesk study is any indication.

Curious to know the reasons why? We’ve got you covered.

1. Allows you to handle multiple customers at a time

Regarding efficiency, live chat support beats voice support many times over. For one, it allows each agent to communicate with more than one customer at a time.

Obviously, agents can’t do the same when communicating with a customer over the phone. With chat support, it’s as easy as opening another chat window.

Also, new chat technology has a wide range of customization tools that allow your call center customer service agents to manage multiple sessions better.

2. Provides real-time, remote assistance

Chat support provides agents the tools needed to guide customers through step-by-step instructions. Thanks to screen sharing/remote desktop features, agents can take control of customers’ desktops and be able to assist them accordingly.

This way, customers won’t have a difficult time understanding the agents’ instructions, and won’t feel powerless due to lack of tech-savviness.

3. Enhances customer experience through visual aids

With live messaging, customer service reps can show customers with visual aids that can help them resolve their issues faster.

Whether it’s a product guide, a graph, or an animated GIF, a visual aid can help customers understand their issues much better.

These visual aids can also be sent to customers after each chat session, allowing them to resolve issues should they recur.

4. It’s cost-efficient

Implementing live messaging is significantly more cost-effective than setting up voice support.

Of course, that doesn’t mean you have to do away with the latter, but this only emphasizes why you shouldn’t think twice about adding chat support to your customer service channels.

Setting up phone support is expensive. On the other hand, implementing live chat support takes only a few steps.

5. Provides the organization with visitor behavior analysis

A good live chat software comes with features and tools that provide extensive data on customer behavior.

These data, along with relevant customer analytics, can give you actionable insights and identify problem areas that provide opportunities to understand customers better.

Some of the data you can get for every live messaging session include referral links, time spent on site, number of visits, location, operating system and device used, and more.

Conclusion

As a business owner, it’s in your best interests to provide your customer with every available channel for contacting your brand. We are, after all, living in an omnichannel world, not to mention that it enhances the customer journey in more ways than one.

Live chat support is becoming even more popular each year, and you — as well as your customers — will be better served by using it to your advantage like we do at our customer service call center in the Philippines. 

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How Call Overflow Services Positively Impact Customer Relationships

Call Overflow

Call OverflowCustomers don’t like being made to wait too long when reaching out to businesses, especially when they’re in need of immediate assistance. In fact, a study reports that the average ring time before a caller hangs up is 17 seconds.

On a related note, many managers and business owners will tell you that predicting call volume flow is one of the toughest parts of working in a call center.

The point? When call volume spikes, agents will be hard-pressed to accommodate every incoming call. This, of course, results to dropped calls, which translate to missed business opportunities and frustrated customers.

This is a situation every business owner has to avoid. And the best way to do that is to implement call overflow services in your call center.

Here are the top reasons why overflow response teams can be instrumental in maintaining a good relationship with your clients.

1. No missed calls

Every dropped call is not only a missed business opportunity, but it also sours your relationship with the customer. When that happens, the customer taking his or her business somewhere else is a likely possibility.

But when you outsource call overflow services, you can give your in-house customer service team the backup they need for every time the call center experiences high call volumes.

That means more business opportunities and a more robust customer base. Better yet, you’re able to preserve and nurture your relationship with customers as well.

2. Improves service quality

Every enlightened business owner knows that call quality is of paramount importance when handling inbound calls from both potential and existing customers.

Maintaining quality customer service, however, is no easy feat if your in-house support agents are pressured to field inbound calls as quickly as they can so that they can accommodate every caller waiting in the queue.

When you have an overflow support team taking away that burden from your in-house staff, everyone can focus on doing what’s most important: providing real value to your callers.

Call overflow agents are like your army in reserve. When your frontline is about to be overwhelmed, they’re the cavalry that ensures everyone is following the battle plan.

3. Ensures business continuity

In-house support agents are usually supported by a siloed infrastructure, making their operations vulnerable to unexpected disasters.

This is why a reserve support team is important. In the event of a network outage or other emergencies, overflow agents can maintain business continuity in your company in the face of unanticipated scenarios.

In short, outsourcing call overflow is a great way to polish up your disaster response plan.

Having a solid business continuity plan is critical for nurturing customer relationships and for delivering consistent positive experiences. With an overflow team in place, it’s easy to build trust with your customers and to maintain your brand’s reputation as a customer service powerhouse.

Final Word

In business, it’s crucial that you make preparations for every eventuality, which is why call overflow services are part and parcel of having a good business plan.

To top it off, the peace of mind that comes with knowing that everything is accounted for in your business operations makes the investment in your call center customer service agents even more worth it.

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Why Investing in Order Processing is Integral to Customer Loyalty

Order Processing

Order ProcessingOrder fulfillment is an unwieldy process. If you’re not careful, one little mistake — a botched order, an auditing penalty, an inventory error — can snowball into something bigger. Before you know it, your brand reputation has already taken a beating, with little chance of being rehabilitated.

The point? Don’t scrimp on order processing. If you don’t want your organization to be a disaster in the making, you have to invest. Besides, doing so goes a long way into inspiring loyalty among your customers, which is always a worthy return on your investment.

If you’re still far from convinced, here are reasons why investing in order fulfillment pays dividends in the long run.

1. Streamlines order fulfillment

Businesses specializing in order fulfillment leverage the power of automation tools to ensure that the handling and management of orders are done in the most efficient manner possible.

By eliminating as much human intervention as possible from the equation, order processing can deliver more timely and accurate results and outcomes. Because the process is handled in a more systematic manner, you get the assurance that every facet of the operation is going according to plan.

2. Saves time and money

Outsourcing order processing to an organization that specializes in it eliminates the overhead costs that are usually spent on technology, infrastructure, and in-house personnel.

What’s more, since you can count on specialists to adopt tried-and-tested business practices and use the best tools for order fulfillment, you are guaranteed better and faster results.

And you save plenty of time and money too. This frees up your resources, which you can use to further improve, enhance, and scale your services.

3. Improves the quality of customer service

By entrusting your order processing to specialists, you are given the assurance that your clients are consistently provided with the best customer service possible.

With the help of extensively trained call center customer service agents, order fulfillment becomes a smoother and more efficient exercise. Moreover, dedicated agents can help increase the number of orders through standard customer service practices such as upselling and cross-selling.

4. Delivers business continuity

Every single piece of data that comes from an order should always be backed up, confidential, and traceable. Otherwise, it’s nearly impossible to establish business continuity among clients.

Solution providers, at least the good ones, have the technology and the processes needed to make sure that every piece of order information is secure and intact. This is important in case a customer makes a follow-up call to, say, verify the accuracy of a big order.

By maintaining and ensuring business continuity, solution providers can provide customized and better customer service to clients over time.

5. Promises better accuracy and security

Thanks to the power of automation and advanced data analytics, solution providers are able to deliver accurate data. Automated tools can also integrate various security applications to ensure that every data that comes from an order is secure.

Key Takeaway

As is the case with every business, you can gain the competitive edge over your competitors by leveraging what is available to you. The same applies to order processing. If you want your business to take it to the next level, you have to maximize your investment.

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How a Dedicated Event Registration System Streamlines the Entire Process of Event Management

Event Registration

Event RegistrationThe event management process has come a long way since the days when newsletters were sent to physical mailboxes. Now, everything is done digitally, and it’s just as well.

Digital technology had a profound impact on how businesses and nonprofits manage their events these days.

And it’s all thanks to the emergence of dedicated event registration systems. With the help of these automation tools, organizers can now integrate and streamline all event management processes through one channel. This allows their in-house staff to focus their energy on enhancing the experience of event attendees.

Still doubtful on whether event automation tools are all that? Here are ways an all-in-one event software can help you in your event management efforts.

1. Provides greater visibility

A good event registration system provides users with a bird’s eye view of all processes involved in event management, from secure payment processing and data analytics to data management and email marketing tools.

When you can access and manage all these information in one place, it’s easier to keep tabs on the most important aspects of an event, whether it’s a tradeshow, a networking event, or something else.

2. Increased social media presence

Top event registration systems come with social media integration tools that can help organizers leverage the power of social media in increasing the number of event registrations or ticket sales.

An organizer can also integrate referral incentives using the software’s myriad of social media tools. For example, the system can reward attendees who have made successful referrals by providing them with discounts via promotional links.

3. Saves time

As is the case with any good automation tool, an event registration system relies on a centralized platform to deliver faster and more accurate results and outcomes.

As a result, the internal staff doesn’t have to worry about logistics anymore but instead focus on improving quality of content for sponsors, attendees, and exhibitors.

Because the firm and suppliers can focus on their core competencies, everyone can do their part at the optimal level, ensuring that the event delivers a much better experience for everyone involved.

4. Saves you money too

Registration resources are a potential nightmare waiting to happen in terms of costs — at least if you’re not careful. On top of the required paperwork, you have to hire more staff members who will field and receive inquiries, manage records into proper order, check the accuracy of the reports, and more.

That doesn’t even cover a quarter of what your registration and logistics staff need to do to ensure that the registration process is working in smooth order.

Thankfully, you can save yourself the hassle by hiring the services of a call center that leverages the power of an excellent registration system in event management.

5. Helps with decision-making

Event automation tools aren’t only effective at gathering valuable data for organizers; they also provide advanced analytics that can crunch all these numbers into valuable insights, which will, in turn, help you understand your events better.

Also, these data-driven insights can improve the decision-making of organizers, thus improving the events in more ways than one.

Conclusion

Do you want to achieve better outcomes when you’re promoting and organizing an event? If you answer “yes,” then you’d do well to embrace the power of automation and use it to your advantage.

With the help of a dedicated event registration system, you can do away with the superfluous and be able to focus your energies on the most important thing: to provide attendants a customer service experience they’ll never forget.

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Why Call Overflow Services are Helpful to Your Business

Call Overflow

Call OverflowCall volume management is one of the toughest challenges every call center organization has to face. While hiring more call center customer service agents seems to be the obvious solution to the overflow of incoming calls, it’s not always the most feasible on account of budget issues.

Speaking of solutions, here’s one that works: call overflow services.

Call overflow services serve as your backup when there are more incoming calls than your regular staff can handle. With overflow staff always at the ready, your customers get the help they need even during peak hours. This, of course, translates to positive customer experience, which positively impacts the organization’s bottom line.

Overflow agents offer benefits beyond answering the surplus of incoming calls, however. Here are the less obvious reasons why an overflow staff can be helpful to your business.

1. Better call flow management

It’s not always easy to predict call volume. Every once in a while, spikes in calls will come, and your organization needs to have a system in place to handle call spillover. After all, your business is bound to lose more money for every lost call.

Another great advantage of having a call overflow department in your call center is that they reduce the likelihood of callbacks. Callbacks can cause your organization’s call flow to spin out of control., making shift scheduling even more of a challenge.

2. Reduces stress among agents

As the cliche goes, a happy employee is a productive employee. Using that same logic, it’s fair to say that an overstressed employee is unlikely to be productive.

Taking queued calls for long stretches is one of the major causes of stress among call center agents. Reps who are stressed tend to become disillusioned about their job, resulting in high agent turnover.

Having an call overflow department to serve as backup lightens the burden caused by long queues, thus reducing stress and making agents more productive in the long run.

3. Establishes your organization’s reputation as a customer service powerhouse

If you want your company to consistently deliver a positive customer experience, you need to ensure that customers can talk to a friendly rep every time they try to reach your hotline.

When customers know they can always rely on your staff to provide them assistance, it speaks volumes about how much your company cares for their welfare.

Because 54% of millennials won’t hesitate to stop doing business with a company due to customer service, it only follows that your company’s good reputation in customer service should be maintained and preserved.

4. Helps with disaster or emergency response

When disaster strikes, your company needs all the help it can get. By providing support in cases where emergency relief is needed, an overflow staff can go a long way into ensuring that crises are averted as soon as possible.

Conclusion

Call overflow services are one of the best investments you can make as a business owner. In today’s dynamic business environment, you need a contingency plan for every situation to ensure that your company is in good working order.

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37 High-Converting Sales Tips Straight from the Experts

Sales Tips

Sales ExpertsFor sales professionals, nothing beats the rush that comes with closing a sale.

Every handshake, every signed contract, every sales receipt is a milestone worthy of celebration. Perhaps a bottle of champagne to toast for the occasion, even.

The reason is simple: Salespeople know all too well the hard work that comes with closing a contract. They’re familiar with the arduous tasks that comes with the sales process.

Selling is even more difficult nowadays, thanks (or no thanks) to an even more dynamic business environment.

So what’s a modern salesperson to do?

Why, heed the advice of the experts, of course!

As a sales professional, you have the opportunity to use the momentum of change to your advantage. But before you can do that, you have to stand on the shoulders of giants.

Speaking of giants, here are the most powerful selling tips straight from the mouths of sales experts.

1. Yuri Kruman, CEO,  Master The Talk Consulting

Before you ever sell anything to anyone, get comfortable listening to people and their issues, opening up and getting vulnerable.

People want to deal with others that are human, approachable, fallible and have gone through the same pain they’re facing and the process to solve it.

My greatest successes in sales have been through this approach.

There was basically no selling at all, just listening well and telling my story in the relevant language and with the psychology of my audience, then showing the benefits (not features) of what I offer.

When you look at add value first, especially through your story and process, that’s when you don’t have to sell, just help the person.

2. Dave Hill Jr., Go 2 Market Coach

Sit up, lean in, and actively listen to the customer. Try to get underneath their first answers to discover what is really important to them. Then help them however you can.

By leading with value and building trust, you can earn their business when they are ready to act.

3. Lyman Montgomery, Coach, Focused Driven Lifestyle

Our philosophy is based on our FOCUS Business Model:

  • Focus on Strategic Prospecting
  • Operational Process Excellence
  • Customer-focused staff
  • Utilization of platforms to promote products/services
  • Systematize profit-generating activities.

4. John Bulman, Owner & Adviser, Profitability Thinking Business Advisors

There is no such thing as too high priced for a qualified prospect, only lack of value.

5. Alex Terranova, DreamMason, DreamMason Coaching

It’s all about relationship. I don’t believe in selling. People don’t want to be sold things. People want to be heard. People want to be understood. People want to be loved, connected with and empathized with.

When we connect with people deeply and authentically we are able to see what they need without attacking them with what we want them to have.

When we provide value and create relationship from that place, the sale takes care of itself.

6. Wayne Law, Manager, InBiznez.com

Sales are the process of building a relationship of trust that can be repeated over many years and many commodities.

7. Barbara Wainwright, CPC, CEO Wainwright Global, Inc.

Provide a “sense of urgency”.

People want what they can’t have. Putting a count-down timer on your sales page will let the customer know they have a limited time to make a decision.

8. Dr. Aikyna D. Finch, Social Media Consultant & Speaker, Finch and Associates LLC

Build a demand for your Supply. Make sure that people want what you sell and how that you have it for sell!

9. Dr. Alan Jones, Director, Inspire MLP

DON’T SELL!

The old ideas of Always Be Closing (ABC) and defining what YOU (as a provider can offer) are just that, old ideas!

BECOME A RESOURCE!

Becoming a ‘resource’ for your potential clients (suspects and prospects) is the first step in establishing a relationship.

10. Scott Messer, Mad Wizard of Sales, Sales Evolution

Courtesy counts. Always ask “Am I catching you at a bad time?” and carefully listen to the reply before launching into the conversation.

11. Adrian Miller, President, Adrian Miller Sales Training

Remember to not tell your prospects what makes you “better.”

A more successful approach is to tell them what makes you “different” and explain how your points of differentiation are really benefits that will equal an improvement in their current situation.

Prospects will get cynical and defensive if you stress “better” because after all, what salesperson will say that their service or product is worse than the competition!

12. Steve Smith, President/Founder, GrowthSource Coaching

Seek to understand what your prospect really wants and approach them with the mindset of helping them solve a problem. You can do this (and quite effectively I might add) by asking a few really good questions.

The questions will differ depending on what you sell and where the prospect is in their decision making journey but any question designed to find out what the customer really wants is a good place to start.

When customers believe you are there to help them before helping yourself, they will trust you and they will buy from you.

13. Calum MacRae, Business Consultant/Mentor, Blue Momentum Coaching

It is never about you when you are selling so make sure 100% of your attention is on your client.

14. Bruce King, Zone Master & Director of UK & English Speaking Operations, iZONEN

‘THE GATEKEEPER’ AND ‘THE DOOR OPENER’

Do you have a problem getting past the gatekeeper? If you do, the solution to the challenge has as much to do with your attitude as your sales skills.

The challenge is in the use of that word – ‘gatekeeper’ because the moment you encounter them, you may think of them as the enemy – the person who is going to stop you from speaking with your prospect.

So when the Gatekeeper answers the telephone, your mind goes into a negative state and impacts on what you say and how you say it, even if you are trying to be pleasant.

What you are thinking consciously and subconsciously comes across, and the gatekeeper doesn’t like it. And then they probably get difficult.

Let’s be clear – Gatekeepers are NOT hired because they are horrible, nasty people whose sole function is to ruin the livelihoods of salespeople.

If they were horrible and nasty, they wouldn’t get hired in the first place. He or she is probably very well qualified, often with a university degree, they are personable, sociable, frequently have a background in sales, and often run their boss’s office for them and handle their diaries.

They do however have various responsibilities, one of which is to prevent their boss from being disturbed by irrelevant and unnecessary telephone calls AND, and this is important, and to put through calls that they think their boss would possibly benefit from taking.

So, from now on, instead of thinking of them as Gatekeepers, think of them as Door Openers. Be polite, respectful and professional. Don’t try to avoid answering questions and don’t tell lies, or even half-truths. And don’t be over friendly.

Treat them as The Door Opener; have something intelligent and interesting to say, that their boss is likely to want to know about, and more often than not, they will open the door for you!

15. Nigel Temple, Sales and Marketing Consultant & Trainer, The Marketing Compass

Get the customer talking by asking a series of open questions.

For example: ‘I wonder how you found us?’ and ‘are there any specific things that you are looking for?’ Customers can reveal a host of information, if you let them.

Once you understand what their requirements are, you can start to talk about specific benefits which are relevant to them.

16. David Hoffeld, CEO, Hoffeld Group

Salespeople need to develop an intense focus on their customer.

We must seek not just to understand what our customers want and need, but also how to sell in a way that guides them through their buying journey and into a confident buying decision that they’ll feel good about.

In other words, we must serve buyers not just with what we sell, but also with how we sell.

17. Annelies Bommeljé, Owner, My Own Marketing Coach

Always take your buyer’s perspective when thinking of your sales approach.

Think of their needs, their context, their possible barriers with your product or service. This way your prospective clients will be more receptive to what you have to say.

18. Marc Prosser, Co-Founder, Fit Small Business

Every great sales is a sales consultant. I sell advertising, however, I often talk with new clients for 20 minutes about their sales process during our first call.

By understanding what happens to the leads are generated from advertising on my website, I can make better suggestions on what type of advertising the client should buy.

Even if the conversation does not lead to a better recommendation, the potential client almost always appreciates the effort and the chance to talk about their company.

19. Jim Ackerman, Marketing Master & Licensed Certified Marketing Coach, PCMarketingCoach.com

Prospects care about WIIFM (What’s In It For ME), so focus on speaking in benefit language. Of course, sales trainers have been saying that for years, but few have explained HOW to do it.

Here’s a tip. Begin your statements with a verb, or the word YOU. “Watch response to your advertising soar.” Or “You’ll see an immediate increase in profits… and you may even get a promotion.”

Even FEATURES can be stated in BENEFIT language… “You can choose between 3 easy payment plans.” 3 easy payment plans is a pure feature, but when you say “You can choose…” you put it in BENEFIT language.

The more you use benefit language, the more receptive to your message the prospect will be. Hope this is what you’re looking for.

20. Jonathan Keable, Managing Director, Business Success SW Ltd

My number one tip for successful selling is…don’t sell.

Pushy, outright selling is a high-pressured technique that automatically turns off many prospects. Forget outdated transactional selling and focus on building relationships that nurture a certain level of trust and add real value:

  • Learn about the customer’s situation
  • Give personalised recommendations
  • Resolve objections Find a win-win solution
  • Remain honest and authentic
  • Continue to provide consistent value

Long-term success hinges on your ability to leverage relationship selling and effectively align customers with your offerings, making for repeat custom, a strong network and a top reputation.

21. Ryan Dohrn, Founder, SalesTrainingWorld.com

Know your audience. As a sales professional, you must prove to the prospective customer that you have done your homework, and you are presenting a solution that benefits them in copious ways.

While this sounds easy, many sales professionals fail at proving relevance over and over. Stop sending generic emails.

Use Ryan’s 3 Elements of Email Relevancy Subject Line Specificity:

  • Your subject line presents a solution to a particular problem that the prospects is obviously facing. For example, “Reducing -insert name of prospects company – Office Supply Costs” If you do not know of a problem, take an educated guess.
  • Keep the Body Relevant: First, personalize your email. Mention the recipient’s name and avoid the generic “Hello Friend.” Then, keep your body relevant, short, and sweet. Show the prospect you have done your homework, and briefly, explain what solution you offer to their particular problem.
  • Include Samples: People will not nip at something that they cannot see. To pique interest, include a link to a promo video or entice them with an introductory discount so that they have a reason to follow through.

22. Danelle Brown, CEO, Queen Bee Consulting

My best tip is to Listen.

Listen to the clients needs and desires – what is it they are trying to move away from? How can you help them get there. Then demonstrate the number one biggest result they will get by buying from you.

Usually, if you just have a normal conversation with them, they will tell you exactly what you need to know. Don’t try some canned elevator speech. Really ask them what it is they want and you will know what to say.

23. Parag Prasad, MD & Head Coach, London Business Coaching

I think asking questions is massively important. You have 2 ears and 1 mouth for a reason.

The more they talk the easier your job is.

You can use question softeners like “can I just ask…?” or “can you explain further…?” but basically you’re just playing dumb and digging deep. And keep asking questions until you get asked a question back – that’s when they’re ready to buy.”

24. Terry Viney, President, The Plus Factor In Your Business LLC

3 ways to increase sales in 3 words.

Be more courageous. Communicate to percolate. Try new things.

25. Jason Lee, Founder & CEO, Unleashing The Alpha Networker | Elevacy Inc.

Understanding tonality in your prospect’s voice, and the difference between a question and an objection can lead you to the right things to say at the right time.

Once you understand the difference, it becomes easy to tell whether a person is looking for the back door or trying to get more information because they’re subconsciously interested.

26. Jessica Lorimer, Sales Coach & Founder, The Smart Leaders Sales Society

Start with premium offers first. Increase your cash flow by selling high ticket offers first, and then expand into selling lower ticket items to increase your cashflow and increase your time.

27. Dr. Greg Chapman, Director, Empower Business Solutions

The best known secret in Sales is that on average most Salespeople are average!

You can spend a lot of money on sales training, but a better investment is to develop a great Sales Pipeline and then even average Salespeople will become great.

28. Mike Stokes, CEO, Indicator Group

Be focused on incremental improvements every day, reflect after every meeting and every engagement and ask yourself how could you have done that better, what value did I add to the person or company.

29. David J.P. Fisher, Author, Hyper-Connected Selling

A simple and powerful way to strengthen your connection with a prospect or customer is to mirror their language back to them.

When they describe challenges they have or goals their trying to achieve, use the same words that they do when referencing those areas later in the conversation.

It might not match the exact terms that you use, but it will resonate with them more powerfully because it matches what they are already thinking internally.

30. Jeff Bajorek, CEO, Parabola Consulting

I’d rather see you make a connection at the expense of a sale than a sale at the expense of a connection.

31. Peter Rathmann, Founder, MKE Sales Accelerator

I tend to look at sales more objectively and pragmatically in the years I have trained teams.

I think the best advice is for sales people to really understand who their prospect is, understand where you can impact the prospects business, and then align the sales approach on the way they buy, not how you sell or rely on company collateral.

It helps to understand the numbers that impact your efforts as well. Numbers can’t lie.

32. Liston Witherill, Sales Trainer & Coach, Liston.io

Serve, don’t sell.

The thing most people get wrong about selling is that they think there’s a winner and a loser. Not true. When done right, you’ll be helping your buyer and that takes the pressure off of everyone.

If you believe people wh0 buy from you are better off when they use your product or service, focus on helping them and your sales will follow.

33. Mark Davies, Sales & Marketing Consultant, MD Sales Pro

My one biggest tip when it comes to selling is actively listening to the client, keeping quiet and being able to outlay the information they give you succinctly and in your own words to demonstrate understanding and gain trust.

34. Don Buttrey, President, Sales Professional Training, Inc.

For each proactive call, a salesperson should prepare a written tactical plan.

They should not just “show up and throw up” but prepare what they will say to start, what questions to ask and how to word them, what benefits and value they will be ready to present, and how they will ask for the order, commitment, or next action.

I call this “The SELL Process”: Start, Evaluate, Leverage, Lock. This is fundamental consultative selling!

35. Mark Wyngaard, CEO & Head Coach, MW Coaching

How do you know how much activity you need to do to achieve target when you do not understand your Closing Ratio’s?

Sales is like baking, use the wrong measurements and no rising takes place!

Once you understand your Closing Ratio’s you will know exactly how many calls you need to make to get X appointments. X appointments will get you X quotes/proposals.

How many quotes/proposals do you need to submit on average to get a deal?

36. Tibor Shanto, CGO, Renbor Sales Solutions

The one thing all successful sales techniques have in common is the need for execution, everything else is just talk!

37. Forrest Dombrow, Owner, Solvesales.com

Many people think selling is about talking. In reality, the most important selling skill is listening. If you ask the right questions and listen carefully, prospects will literally tell you how to sell them.

While that’s my best tip about selling skills, there is one thing that is more important that all selling techniques combined, and that’s offering the most uniquely valuable product or service in your market.

If you offer a product or service that is clearly better than your competitors, in a unique and relevant way, selling skills become secondary.

Ultimately, product development is the most powerful sales tool. And there is nobody better positioned to inform product development than the sales people on the front lines who, if they’re listening closely to prospects pain points, know exactly how to beat the competition.

Succeeding in sales requires an incredible amount of grit, resilience, and smarts. If you want to be great at it, you have to be willing to put in the work.

More importantly, you have to pay attention to what other people in the sales industry have to say, even more so those who have achieved tremendous success in the field.

Do you have other helpful sales tips you can share with our readers?

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