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10 Tips to Help You Deal With Difficult Callers

Individuals with customer service jobs are the most prone to burnout. Working under extreme pressure, they deal with complex problems, handle tedious administrative tasks, and interact with demanding customers daily. Due to the nature of their work, these professionals must carry qualities or be trained to be more empathic, efficient, and calm under extreme stress.

Amid adversity in a fast-paced environment, service representatives need to develop resiliency. Given that they handle numerousl calls each day, it’s not a surprise if they end up interacting with a demanding customer. In such circumstances, correctly assessing the situation and approaching these clients with the right tactics will help manage things with ease and avoid burnout.

If you want to improve your interactions with your customers, you’ve come to the right place. This infographic will list down useful customer service tips on how you can deal with difficult callers!

The Value of a Pleasant Customer Experience

Companies usually overlook customer experience because its success and value are difficult to measure. Yet, without a customer focus, companies won’t survive. 93% of customers say that they will make repeat transactions with a brand that provides excellent customer service. Similarly, companies that lead in customer experience outperform laggards by nearly 80%.

Indeed, during this period of commodity trap, too many products and services are the same. To stand out in a saturated industry, customer experience is the perfect way to create a competitive edge. However, providing a pleasant customer service experience can be challenging with demanding consumers.

9 Types of Difficult Customers

1.     Highly Aggressive

Aggressive customers scream, complain, and often get verbally abusive to get what they want. This behavior is because they think their needs and demands are superior to everybody else’s; hence, their needs are more urgent and important.

2.     Vague and Indecisive

An indecisive caller is notoriously fickle. Consequently, they ask lots of questions and keep shifting between different options. Not only can these discussions ramp up handling times, but they can also be confusing to deal with.

3.     Demanding and Impulsive

This type of customer usually makes decisions at the spur of the moment. Triggered by emotions and feelings, their excitement can turn into entitlement. They demand special treatment and think your business will not survive without them.

4.     Overly Critical and Cautious

Critical callers can be a considerable challenge. They seem to know it all and are very critical of your suggestions. Moreover, a problematic, over-cautious client can become a frustrating lead. They ask more questions than anyone else and hesitate to complete a sale until they’re 101% sure.

5.     Complainer

Generally, callers have complaints. And it’s a good thing because negative comments can be a rich source of constructive feedback for your company. But when you encounter a customer who makes a fuss about everything–even about the pettiest of things–you may have a chronic complainer on your hands.

6.     Impatient

Impatient callers are the kind who don’t care that something is not available or can’t be completed at the moment. They can’t imagine you don’t have some features or services available at all times.

7.     Talkative

Talkative customers tend to deviate from the real issue and talk about something else. While having someone talk your ears off is better than being screamed at, chatty customers can harm your average handle time and keep you from helping other callers in your queue.

8.     Know-it-All

They seem to know everything about anything, including your business, product, or service. But unfortunately, these callers could be highly critical and rude in their bid to showcase their knowledge. They also tend to speak a lot and dominate the conversation.

Know-it-alls believe they are always right, and it’s almost impossible to change their beliefs. This type of caller can be complicated because you can’t tell what they want.

9.     Penny-Pinching Customers

Sure, everyone enjoys a reasonable price. But some clients try to stretch things too far by asking for freebies or accusing you of nickel-and-diming them. These customers might present your price tag as life-or-death when it isn’t necessarily the case.

How to Cater to Difficult Clients

1.     Remain calm and collected

Take deep breaths and harmonize into your emotions when interacting with demanding customers. Your conversation with them is more likely to succeed if you learn to recognize and modulate your feelings. It is in your interest to relax and make every caller interaction as smooth as possible. When you stay composed, you keep the situation from escalating into a more complex discussion.

2.     Validate the customer’s feelings

The person shouting at you on the phone often wants you to recognize that they are upset for a good reason. Unfortunately, many customer service professionals tend to calm the caller because they don’t understand what is happening. Rather than telling them to calm down, try acknowledging the problem first and then finding a solution.

3.     Understand the customer’s point of view

When managing a demanding caller, take time to reflect on their point of view. Practicing empathy acknowledges the present emotional state of the caller and allows you to respond accordingly. If you want to understand their point of view better, try asking questions. Clarifying their needs will show them your genuine desire to make it right.

4.     Assess their needs

One of the most effective ways to deliver customer service is by discovering each caller’s specific needs. Understanding the caller’s expectations and the solutions they desire will help you resolve their issues more efficiently. Let the caller know that you will try everything in your power to address their complaint.

5.     Speak in a soft and understanding tone

When a customer raises their voice, it may be best to speak even more softly than usual. Speaking softly is a strategy that is useful for de-escalating tense conversations. You may want to communicate with them calmly and talk lightly. A serene presence helps to keep the situation under control. Their anger will generally dissipate as you approach the problem unaffected by the caller’s tone or volume.

6.     Practice active listening

Active listening helps you understand the significance of the caller’s words to do your best to make the situation better. Active listening is especially relevant when your customer needs reassurance that you’re engaged in the conversation.

One technique to practice active listening is to use verbal affirmations that let the client know you are listening and engaged in the discussion. It involves focusing your attention on the caller, understanding what they are saying, and responding thoughtfully.

7.     Keep communication professional

When communicating with a customer, remember that your behavior reflects your employer. Therefore, it is always good to be mindful of your words and repress any impulses to take the problematic customer’s behavior personally. To manage professional communications, keep a service-oriented demeanor. Use an even tone and show the caller that you’re open to the feedback they’re giving.

8.     Seek multiple solutions

It can be helpful to ask the customer what they need directly. Asking can help you get straight to satisfactory solutions. Focusing on solutions will give you a greater chance of resolving the situation quickly. This option is best when you’re unsure which actions would ease a customer’s mind. Knowing what they want will help you reach their expectations and find a compromise.

9.     Don’t make promises you can’t keep

It’s natural, when panicked, to tell someone exactly what they want to hear and get off the phone as quickly as possible. However, if you don’t figure out what’s wrong, the customer will either keep calling back or take their business elsewhere.

This person needs a real solution, so it’s better to tell them in definite terms what you know, and if you don’t, be transparent and tell them that you will do your best to find a resolution.

10.  Give a recap of the next steps

Before you end the call, let the caller know exactly what to expect, and then be sure to follow through on your solution. Document the call to ensure you’re well prepared for the next interaction.

The Customer is King

There are different types of difficult callers, and providing a remarkable client experience is crucial to the sustained growth of any company. To ensure that you give callers the service they expect, always be polite and prioritize their needs. If customer service isn’t your realm of expertise, you should consider partnering with a reputable outsourcing vendor.

Fortunately, acquiring EB Call Center’s Customer Service Expertise will increase sales, optimize conversion rates, and create a positive experience with your clients. As a premier call center in the Philippines, our pool of highly trained agents will treat your clients with the care and attention they deserve. Take the next step in providing a remarkable customer experience and contact us today!

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Everything You Need to Know About Call center Fraud and How to Stop Them

Today, the world is growing reliant on the web and other digital tools, making people’s lives easier and more convenient. But with ease comes its risks, as cybercrime cases are also steadily rising over the years. As more and more people run their business operations online, hackers get more opportunities to infiltrate and steal valuable information.

Large and small businesses are targets of cybercriminals, as they can be sources of enormous profit out of their resources, assets, and critical data. Some of the companies that cybercriminals target are healthcare centers, financial institutions, and call centers. Since support agents manage sensitive data regularly, hackers can pose as customers to trick them.

With cybercriminals getting more creative and innovative with their tactics, it’s imperative to educate yourself about call center frauds to help prevent one from happening to you. Here’s an infographic that discusses the common fraudulent methods they use and how you can stop scam calls.

3 Types of Call center Frauds

Call center fraud can happen without you realizing it until it’s too late. Once fraudsters trick agents into believing they are legitimate account holders or customers, they can do virtually anything from there. Below are the common methods they use that you should be aware of.

●        Account Takeover

Account takeover, also referred to as customer impersonation, is when fraudsters pose as real customers when speaking with call center representatives. They use social engineering tactics to convince agents into revealing personal information for illicit purposes.

When successful, fraudsters can take over the account, allowing them to change contact information or account PINs to lock out the real user. Before impersonators attempt to call contact centers, they research online about the critical details behind the account owner like their pet’s name, favorite teacher, mother’s maiden name, and other personal information.

●       Identity Theft

Scammers who can get their hands on critical personal information through call center interactions can commit identity theft. They obtain the necessary information so that they can use the account holder’s identity to apply for credit cards, make purchases, get loans, and conduct other illegal activities.

Fraudsters start to gain personal details through stolen devices or by hijacking unsecured networks. When they find a target, that’s when they contact the victim’s financial company to get other personal information.

●        Card Not Present (CNP) Scams

Since COVID-19 kept people holed up in their homes, more and more consumers are shopping online. From groceries and food deliveries to casual shopping, it’s become commonplace for individuals to make purchases or transactions online or through their phones.

Cards that are not present or swiped through a machine are another way cybercriminals can scam account holders. Fraudsters use stolen credit cards to purchase items online or over the phone. Often, the order is processed and delivered before the real cardholder realizes they have been a victim of fraud.

Call centers must be aware of this since they manage and process transactions made through a phone call. 

6 Tips to Keep Fraudsters at Bay

To steer clear of call center frauds and ensure the safety of their customers’, organizations must adopt a multi-layered approach to security. As you become aware of the different signs of fraud, you should also learn about the different ways you can stop scams from happening.

1. Double-down on employee cybersecurity training

Refine your cybersecurity employee training process. Both new and experienced call center agents must be informed of your procedures and policies regarding scam calls and malicious callers. You should conduct training on cybersecurity to make them aware of such behaviors and help them stay vigilant.

You must train your employees to identify potential fraudulent calls, what to do when a caller is suspicious, and the questions they can and cannot answer.

2. Make use of multi-factor authentication

As new technologies emerge and cybercriminals find modern ways to infiltrate and manipulate individuals and call center agents, organizations must elevate their security and means of authentication.

Explore identity and access management solutions, such as PINs or passwords (something you know), smartphones (something you have), and face or voice recognition (something you are) to integrate into your processes.

You can use SMS-based OTPs (one-time passwords), knowledge-based questions, and biometric authentication methods. Biometric authentication, like voice recognition, is a unique identifier that can’t be replicated or stolen, making it an ideal method for enhancing your security and flagging signs of fraud.

3. Set restrictions among employees

It’s not uncommon for customers to call for assistance when they need to change their credentials. With this, agents address such requests and are more than willing to assist. Unfortunately, this is why some agents fail to recognize fraud attempts, and scammers get away without being flagged or caught.

A solution to this is to limit or deny some types of requests or transactions for further verification, especially if they ask to change details like address and phone number. You can also consider limiting access to certain information to senior employees.

4. Invest in CRM solutions

Legitimate customers wouldn’t want to go through a series of interrogating questions before completing a transaction. To help you filter malicious calls without compromising good customer experience, harness the power of technology.

Using CRM solutions with promising fraud analytics tools will allow your agents to monitor and read cross-channel and channel-specific behavior insights. Such tools will help call center representatives ascertain suspicious activities or actions that fall within a threshold of suspicion. Agents can flag these calls and transfer them to fraud specialists for further assessment and management.

5. Work with fraud specialists

Hire fraud specialists to take on sensitive calls. Fraud experts are trained to be constantly vigilant to detect imposters and recognize the risk associated with their behavior.

Instead of training all your agents to expertly flag fraudulent attempts, which can take a lot of time and resources and affect their productivity, you can instead set up a specific team for managing the tricky and sensitive nature of malicious calls.

6.Partner with third-party agencies

If you’re shorthanded and not equipped or knowledgeable enough about handling call center fraud, you can work with third-party providers. They can integrate a fraud prevention process or utilize their knowledge and expertise to take over your customer service.

Combat Call Center Frauds

It’s crucial to know and understand that fraudulent activities are socially engineered attacks that use manipulation. Technologies and tools can help detect vulnerabilities, but it’s still important to educate your agents about spotting scammers before they can pull off their tricks. Contact centers should be prepared and have protocols in place to take control of customer security.

To prevent cybercrime and malicious callers from infiltrating your system and manipulating your agents, work with a HIPAA-certified outsourcing partner that upholds security and values to deliver a quality customer experience.

EB Call Center is a call center in the Philippines made up of highly trained agents equipped with the right skills to deal with call center fraud. Contact us to learn more! 

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Positive Reinforcement: How to Turn Customer Behavior into Sales

A PwC study shows that 71% of American consumers would still rather interact with a person than a chatbot or other automated solutions when it comes to their inquiries.

While customer service automation has certainly made a significant impact, support representatives are still a top choice for consumers when looking for a personalized and immediate response. Not only that, but call center agents also help companies boost their customer’s experience and satisfaction, which is why the nature of their job can affect company sales.

When on the job, agents must always practice patience and understanding towards clients. However, you can’t avoid challenges. There can be concerns when it comes to closing deals or bad engagements with some customers. As such, you must constantly develop new strategies and practices.

Apart from developing a better script and creating lucrative deals, one effective way you can capitalize on conversion opportunities is to understand the psychology of your customers. In this guide, we’ll discuss the concept of positive reinforcement and how you can use it to your advantage.

What Is Positive Reinforcement and How Does It Work?

In B.F. Skinner’s theory of operant conditioning, positive reinforcement is the addition of a pleasant stimulus to encourage certain behaviors. When the subject performs the desired action, they associate it with getting a reward and do the act more often.

A simple example of positive reinforcement is when you hold open a door for someone, and you receive praise and thanks. When that person affirms your actions, you feel good and appreciated, which will lead you to hold open the doors for other people in the future.

Positive reinforcement is also when dentists offer lollipops to children who visit and get their mouths checked. By providing a reward after checkups, kids will be encouraged to come back and be less scared during the next visit.

5 Ways Positive Reinforcement Can Affect Sales

Positive reinforcement towards customers can impact your sales because you delightfully encourage them to transact with you. Whenever they feel good during an interaction, your brand’s relationship with them deepens, translating into desirable behaviors. For further details, let’s look at the ways positive reinforcement can affect sales.

1. Positive reinforcement encourages action

The backbone of every rewards program is positive reinforcement. Brands use this psychological principle to generate high average order values, promote repeat purchases, and strengthen connections with each customer.

Using positive reinforcement through a rewards program creates a strong link between the action you want the customer to take and the benefits they can enjoy. With a consistent strategy, your customers will be conditioned to repeat the behavior you want them to do (e.g., referring friends or making purchases to earn points) because they want to continue getting rewards.

2. It attracts new customers

With positive reinforcement, you can turn new customers into loyal patrons, as studies prove that 74% of consumers choose to interact with a company that has a strong rewards program. There’s a high chance that first-time buyers will return when they get perks from making transactions with you. Hence, you must leverage each customer interaction with positive reinforcement to drive and retain new customers.

3. It helps keep your best customers

When you find money on the street, it puts you in a good mood, whether it’s only a dollar or a hundred dollars. According to psychologist Norbert Schwarz, “It’s not the value of what you find. It’s that something positive happened to you.” This psychological behavior can also apply to customer incentives.

Your company can’t have customer loyalty if your customers don’t emotionally connect with you. To create an emotional connection, they must feel a sense of belonging and have positive experiences. Showing gratitude through positive reinforcement will elicit emotions, regardless of the incentive’s value.

Your rewards don’t have to be grand. Just by positively reinforcing your customer’s actions with offers will keep them coming back to your business.

4. It creates brand advocates

When your customers are happy, they become brand ambassadors or people who refer your company to their family, friends, and even social media followers. According to studies, 92% of people believe in word-of-mouth recommendations from friends and family over any type of advertising and marketing. As such, you must create a positive reinforcement strategy that shows how much you value your customers.

5. It brings back lost customers

There are many reasons why customers stray. If you want them back, you must give them a great reason to do so. You can lure inactive customers with enticing offers and rewards. Your strategy must be worth their time, or else they won’t bite. With this, you can personalize the offer or leverage their historical data by finding out why they left in the first place.

How to Use Positive Reinforcement to Your Advantage

Now that you know how positive reinforcement can encourage your customers to do more for your business, you must know how to use this psychological method to your advantage. Here are some ideas to get you started:

1. Build a loyalty program

With a loyalty program, you can explicitly specify what kind of customer behavior you’d like to see. It’s a concrete framework that motivates your customers to continue patronizing your brand.

A successful loyalty program should make your customers feel extra special whenever they transact with you. You can add incentives like birthday deals or free classes. As such, they’ll feel connected to you, and your company will keep a low churn rate.

2. Send thank-you notes and specialized offers

A small gesture, such as a thank-you note via a follow-up email or a card in your customer’s next order, can bring in big dividends as it strengthens your emotional connection with them. With this, you can add specialized offers and personalized recommendations to give a sense of exclusivity. This helps distinguish your brand from competitors, increase retention, and boost customer lifetime value.

3. Provide excellent customer support

When you give your customers the help they need every time they need it, you create a delightful experience that encourages them to reach out. Keeping their satisfaction high will lead to repeat purchases and more referrals.

According to a 2020 Walker study, customer experience will outweigh price and product as the key brand differentiator. When your customers feel valued by the company, their price sensitivity will drop, and they will be more willing to spend more.

4. Improve your return process

Offering a product return policy increases your customer’s order tendency. However, if you don’t handle it properly, they can become frustrated, and you risk losing them for good. As such, you must apply a customer-focused return policy. You can do this by:

  • Making a simple and seamless exchange process by having your customer service representatives ready for all situations;
  • Covering shipping fees; and
  • Offering a generous return/exchange window.

Your brand’s return and exchange process is a crucial part of your customer loyalty and retention efforts. Avoid frustrations and lead your customers to repeat purchases by offering them an exemplary return process.

5. Incentivize loyal customers with a referral program

A referral program bridges your loyal customers and the new ones. It encourages them to share their love for your brand and incentivises both the advocate and the referred friend. The rewards can be free products, discounts, or cash rewards. Customer referrals have a domino effect. When implemented successfully, it can lead to exponential sales growth.

Use Psychology as a Competitive Strategy

Positive reinforcement plays a significant role in strengthening your sales strategy. When your support agents get to know your customers and understand how they think, your representatives maintain retention, acquire new buyers, and turn customer behaviour into sales.

Ensure that your customers are taken care of by partnering with a call center in the Philippines with customer support experts who take the time to understand your audience. Contact EB Call Center today for reliable and top-notch service.

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A Primer on Effective Data Entry and How it Improves Your Customer Database

For any call center business, one sure way to provide optimal customer service is to get the right customer information. Almost everything starts with this. From demographic data such as name and age to service-specific information such as point of concern, feedback, and type of service, the whole transaction revolves around data entry.

This article will provide a complete guide to call center data entry and how it plays a huge role in managing a customer database.

What is Data Entry?

Data entry refers to the use of data processing programs and tools to enter information into a database, electronic service, or documentation platform. It also includes transcribing information from phone conversations or recordings. While most data entry functions are carried out electronically, paper documentation may be used as well.

How to Do Data Entry Like A Pro

Here are some tips and strategies on how to effectively and efficiently execute data entry:

1. Sort data properly

Beyond speed, accuracy is just as important in data entry. In fact, getting the details right should be the utmost priority. That said, it’s equally crucial that the data are organized correctly. 

From this standpoint, it’s crucial that your employees understand the importance of entering the right information. Explain to them how inaccuracy can negatively affect the business. Knowing the importance and gravity of data management will make your employees feel more responsible for the data, improving their overall efficiency.

There are various online applications your employees can use to improve their data sorting skills. Encourage them to use these programs to enhance their computer proficiency. They can also watch related online videos to enrich their software know-how.

2. Embrace digital solutions

Technology can help decrease the amount of work and time needed to finish a task, allowing you to get more out of your day. Whenever possible, make the most out of digital tools and solutions. An optical character recognition software, for instance, automatically extracts data from written or printed text, enabling quick conversion of scanned documents to searchable text files. 

Automatic error reporting technology is another useful tool you can explore. It automatically sends an alert in case of a system bug or error. For example, if there is a mistake in the input data, a pop-up appears to notify the employee of the issue, enabling them to address the problem immediately. 

By maximizing the benefits of digital tools, you reduce the workload of your employees, giving them more time to check and analyze the data.  

3. Always keep an eye for errors

When erroneous information is entered into the database, the conclusions will be skewed and inaccurate. That’s why you should ensure your employees review their work before submitting it. Have them proofread their data entries multiple times. While this is not practical in terms of large volumes of data, regular detailed checks can help identify areas of improvement.

4. Build reports for analysis

Data entry not only involves entering and organizing information. It also includes compiling data and creating reports for analysis. The results will guide you in your next steps in managing and growing your business at both strategic and operational levels.

To come up with insightful reports, it’s crucial that your employees identify which data are essential. Putting all information in a single file can result in a cluttered report, making it difficult to derive logical conclusions. Deciding in advance what data are going to be relevant will help facilitate the report-making process. 

5. Don’t forget to have backups

One of the biggest advantages of backing up data is the chance and ease of recovery in case of a system failure. A backup is incredibly useful in case of a major hard drive error, as it allows you to retrieve your files easily. It also protects your data from being permanently destroyed if a virus infiltrates your system.

A cloud storage system is a great option for backing up your data. It not only allows you quick access to the information but also enables you to open the files from anywhere. Whether it’s a random blackout, a virus, or a system failure, regularly backing up will help ensure all the critical information is protected.

5 Ways Effective Data Entry Improves Customer Database

Effective data entry can significantly improve customer database management. Read on to find out how.

1. It keeps everything organized

Data entry facilitates database management by organizing customer information, making it easier to pull out the files whenever you need them. Aside from allowing ease of access, data entry also helps prevent duplication of entries. Since the process filters the database by removing redundant details, all you need to do is to update the data when necessary.

2. It is accurate and specific

Data entry utilizes tools and programs that detect erroneous entries. With this checking mechanism, you can avoid coming up with unreliable conclusions that can harm your company’s brand credibility. By ensuring all the information entered is accurate, an effective data entry process helps guarantee that your customer database is error-free.

3. It offers customer data security and confidentiality

The use of multiple password protection is a standard operating procedure in data entry. Also, agents are required to sign a non-disclosure agreement, which prohibits them from divulging any information they will come in contact with during the course of their employment.

These security measures ensure that customer data are kept confidential and will not end up in the hands of any unauthorized party. They also warrant that customers’ sensitive information will not be used for purposes other than what they signed up for. 

4. It gives every agent access to a centralized and intuitive database

A centralized database is often used to manage customer information. This allows for ease of keying in additional data and updating existing ones since every agent has access to the database. In turn, it helps accelerate the data entry process. 

In addition, exporting data from one platform to another can be time-consuming, particularly if large amounts of data are involved. Hence, a centralized database can go a long way in making the operations faster and more efficient.  

5. It helps you track the progress of each customer transaction

Since all customer information is stored in a central database, transactional data movements reflect in the system. This allows you to monitor the progress of each customer transaction, including the amount spent, what product was sold, and when it was purchased.

These details–alongside customer engagement trends–can help you make informed decisions and avoid risks while maximizing your opportunities for growth.

4 Business Benefits of a Competent Customer Database

With an effective data entry process in place, you can build a complete and competent customer database. This enables your business to gain an advantage. Below are some business benefits of having a comprehensive and efficient customer database:

1. Saves you time and money

Dealing with duplicate entries or missing information can be time-consuming, not to mention it takes up extra resources. By maintaining a well-organized customer database, you can input data efficiently and manage them at a reduced time scale. In addition, you can limit errors, enabling you to come up with reliable reports that reflect accurate information.  

2. Keeps your agents efficient

A competent customer database typically incorporates automation technology, which helps speed up business processes by automating recurring tasks, allowing employees to focus on other functions. This contributes to employee efficiency by freeing up the agents’ time to take on other important work. 

Other programs and software, such as artificial intelligence, are also used to maintain a customer database. Their ease of use, scalability, and data management features help facilitate the execution of tasks, reducing chances of errors while increasing employee productivity.

3. Allows you to review your current strategies

In evaluating the effectiveness of your current business strategies, you will need data on which to base your assessment. In this case, an organized and updated database can serve as a reliable guide. The database can help you figure out your customers’ preferences and determine areas where intervention is required. 

A complete and competent database can also guide you in modifying weak approaches, allowing you to boost your customer engagement effectively. In turn, this can help increase your profitability.

4. Assists you in developing business plans and goals

Having chunks of unorganized data can cause several issues down the line. Out-of-date information, incomplete details, and erroneous entries cannot benefit the business in any way. If anything, it can lead to substantial financial losses and misinformed decisions. 

By organizing and standardizing your data, you’ll be able to derive accurate and reliable insights which you can use to leverage business opportunities. A well-organized customer database also enables you to make data-driven decisions, which can help reduce costs by improving your operational efficiency.

Effective Data Entry Can Help Boost Your Business

An effective data entry process can greatly improve customer database management. In turn, it can help reduce operational costs by enhancing your organizational efficiency. It can also facilitate data-driven decision-making, thereby increasing your company’s profitability.

If you want to work with a call center in the Philippines that offers data entry services, EB Call Center can give you the competitive advantage you are looking for. Just head on over to our Contact Us page and drop a message.

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Understanding the Sales Call Steps: How to Close More Deals

As Henry Ford once said: nothing happens until someone sells something.

Cash flow is the lifeblood of every business, which is why the sales department often has the most significant impact on a company’s operations. As such, everything revolves around the sales forecast, including the company’s target goal attainment and, thus, your KPI.

The problem is selling is a hard skill to pin down. As with anything that entails human-to-human interactions, whether in-person or via calls, it requires a lot of context and comprehension to conduct. Moreover, you must tailor each conversation for each customer who needs different solutions for different problems.

While every sales situation is different, almost all follow a general pattern towards a conclusion. And when patterns arise, so does the opportunity for replication and scaling. Creating a sales playbook is an excellent step to replicate and scale your methods to achieve bigger goals, and every playbook starts with an understanding of the sales process.

The sales process is the invisible blueprint that most sales calls follow, and this infographic will provide a top-to-bottom guide on the steps of the sales call.

The 7 Steps of a Sales Call

The following steps serve as an outline of the structure that most sales calls should follow. The process starts before a call is made. That is, finding out whether a lead is sales qualified and tailoring your presentation for their specific needs. 

Next is the actual call itself, where you present your case, handle objections, and, hopefully, close the deal. The last step is maintaining your relationship with the customer. 

However, do not think of this as a script to follow to the letter. Since you will be presented with different situations for each call, some improvisation will be needed. With that said, it will be a lot easier to improvise if you know which step in the process your conversation is currently in and where it is heading next.

So, now, let us delve deeper into the steps of a sales call: 

  1. Prospecting

It may be helpful to create a buyer persona to help you narrow down your leads. A buyer persona is a semi-fictional character that represents an ideal member of your target market. It enables you to categorize people with similar goals and pain points. You can use this to standardize your playbook when encountering a customer with similar characteristics as your buyer persona.

Ideally, prospecting should happen before you make the call. However, on the off chance that the lead approached you first, ask the prospect leading questions about their pain points and listen carefully to their answers.

  1. Preparation

Now that you have identified a potential customer, it is time to acquire as much information as you can get before you approach them. Research about their company and industry, and do not forget to observe their competitors, as well. It is at this point that you will tailor your sales pitch for their needs. 

  1. Approach

Introduce yourself and your company well. You should have developed a sales script for your product and company by now. Start with rapport-building and try to segue into the sales presentation by asking pre-qualifying questions to the client.

  1. Presentation

While having a PowerPoint presentation is a no-brainer for business proposals, you would not have that luxury when presenting via a phone call. Instead, list down the benefits of your product or service that are most beneficial for the customer. Use the information you’ve gathered earlier to keep pressing the pain points of the client.

Again, while it is best to have a script, improvisation is key. Actively listen to your client’s questions and react accordingly.

  1. Handling Objections

After your main presentation, your customer may have more questions and hesitations before accepting your proposal. Try to prepare a script for the common customer objections and always handle these concerns politely and tactfully.

  1. Closing

While it is possible to close the deal right there and then, what is most likely going to happen is that the customer will require more time to think about the purchase and discuss with other people if they should go through with it or not. Try not to push too hard. Instead, find out when you can get their decision and regularly communicate with them to follow up.

  1. Follow-up

Send a thank-you note after the meeting and after the deal is closed. You should also answer their product concerns once they arise and ask for feedback.

How to Win More at Sales Calls

Now that you know the steps of the sales call, here are five tips to help you improve your sales call game:

  1. Be confident

An insecure salesperson will have a hard time appealing to a potential customer. Always maintain composure, assertively address their objections, and be firm when you give the big ask. Confidence often comes from knowledge of your product and service. So, study up!

  1. Take control of the situation

When you feel that the conversation is starting to stall, try to get the ball rolling again by asking leading questions and articulate why your product or service is essential for their situation. Knowing which stage your conversation is in the sales call will help you segue to the next one.

  1. Find a customer’s place in the buyer’s journey

Knowing where the customer is in the sales funnel will allow you to tailor your approach to their needs.

A prospect at the awareness stage needs more information about your product or service to advance to the next stage of the funnel. Meanwhile, those already farther along the funnel may only need a nudge (i.e., a special offer) to push them towards the purchase.

  1. Don’t hard sell

Nothing turns off a buyer quicker than a seller who is too aggressive. Using hard-selling techniques may backfire on you as the customer may opt to fight fire with fire.

Always remember that selling should work out a solution that works for the customer and not just closing the sale. Using aggressive selling techniques can win you sales in the short term, but good luck trying to retain these customers for the long haul.

  1. Listen and build a conversation

Another thing to always keep in mind is that you are dealing with humans. Don’t just rattle off about your product’s benefits or your company’s values. Active listening and giving an enthusiastic response will signal to the customer that you do indeed care about them and what they are saying.

Sales is Still the Most Important Part of a Business

The art of selling is hard to master because the variables are different every time. However, following the blueprint of the sales process can help you tame this wild beast and even systematize and replicate it. A way to have access to a high-performing sales team that can scale your business is by working with a call center provider.

If you want to work with a call center that can help you close deals with high potential, EB Call Center offers excellent and top-notch service. Head on over to the EB Call Center Contact Us page and drop a message!

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Customer Experience 101: Best Practices for Call Centers

With marketing becoming more competitive, your business must constantly find ways to outperform rival companies. Offering state-of-the-art products or having high-quality services may convince people to transact with you and even make repeat purchases, but these alone aren’t enough to guarantee your success.

Regardless of what industry you’re in, know that your efforts won’t matter if your customer support process is poor. Over 61% of consumers say that they have stopped transacting with a business after a poor service experience. This means that if you leave your customers on hold, engage with them rudely, or fail to address their concerns, you’re preventing yourself from attaining growth. 

To help your company improve its customer support process, this guide will teach you how to treat your clients right.

Nothing grows your business more effectively than loyal customers. Having a comprehensive marketing strategy may help you attract new leads, but creative ads and beautifully designed assets aren’t enough to make every customer an advocate of your brand. Since loyal customers are likely to make repeat purchases and recommend you to their friends, customer retention should, therefore, be a top priority.

Luckily, you can build a strong customer base by generating positive experiences for your clients. But you may be wondering, how can I provide excellent customer support? Before we dive into the details, let’s start by defining the term customer experience. 

What is Customer Experience?

Customer experience refers to how you’ve made your clients feel throughout their interactions with your business. Responding quickly, personalizing interactions, and providing effective solutions are great ways to influence their perception of your brand positively. In turn, an improved image in the market will lead to more sales opportunities, which can significantly impact your bottom line. 

This is precisely why customer service is a vital factor in attaining business success. If you want to meet and exceed customer expectations, being aware of the best practices in customer service should be your next course of action. 

Customer Experience Best Practices

Below, we’ll discuss the ideal practices that will improve the experience of your customers.

  1. Know the customer

Your support team should have an excellent understanding of your target audience. Apart from demographics, your representatives must be able to take advantage of their characteristics and tendencies. 

If your business is still new, one of the best ways you can help out your support team is to create buyer personas. Having semi-fictional representations of your ideal customers will give your team a better idea of how they should engage with them. 

  1. Master your product or service

Have you ever inquired with a support representative who didn’t know the answer to your dilemma? If yes, then you probably remember how frustrating that interaction must have been. Keeping that in mind, you should already know that your clients also get frustrated if your agent isn’t knowledgeable about your company’s services. 

Whether you’re building an in-house team or planning to outsource to a call center in the Philippines, ensure that the team members know the ins and outs of your business.

  1. Aim to solve an issue in the quickest way possible

Along with the quality of your solutions, your support team’s reply speed can also greatly influence the customer’s experience. Consider this analogy: a website that’s beautifully designed will not satisfy its visitors if it takes forever to load. Your clients will never say it directly, but keep in mind that they prefer to get their issues solved as quickly as possible. 

  1. Avoid long hold times

Following the previous point, it’s essential to show your customers that you value their time. Along with improving your response speeds, avoid leaving them on hold for too long while rerouting them. Leaving them hanging will put them in an unpleasant mood, which can negatively influence their perception of you. 

  1. Have a positive and helpful attitude

As you go about your daily operations, your customer service team will inevitably deal with rude and angry clients. When facing these kinds of situations, remind your team members to take the high road and stay positive. Retaliating against negative behavior will make matters worse and may even pave the way for other issues. 

  1. Tailor the experience to every customer

Always remember each customer is unique. Having a standardized script to follow may help your team members stay organized but encourage them to add a human touch to their interactions. Adjusting to a customer’s tone, being aware of what stage they are in the buyer’s journey, and sending tailor-fit offers are just some of the ways to personalize their experience.

  1. Ask for feedback 

Giving your customers the chance to provide feedback hits two birds with one stone. First, it shows that you value them since you’re looking for ways to improve their experience. Second, it gives you useful insights that can help solve gaps in your operations. 

While collecting and processing comments may pose challenges, taking a proactive approach to feedback will hasten your company’s development.

Final Takeaways

With the points above in mind, you can start providing excellent customer service. Building a solid base of loyal customers won’t just ensure future profits; it will also guarantee business sustainability for years to come. Adopting the practices mentioned above and being aware of the latest trends in customer service will ensure your clients have a swell time with your brand, too. 

Empower your business with our pool of talented professionals! If customer service isn’t one of your company’s core competencies, let the experts take things from here. Outsourcing your customer support process to a reliable agency will be one of your best decisions since it can help decrease your company’s workload and entitle you to cost-saving benefits. 

Contact us today to learn more about our customer service expertise!

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A Manager’s Guide to Evaluate the Performance of an Outsourced Team

Working with an outsourced team is already tricky, but it’s definitely a different challenge measuring how they’re faring. Aside from the fact that you can’t monitor the employees 24/7, measuring their performance requires you to consider several approaches and angles.

The Importance of Performance Evaluation When You Have an Outsourced Team

Evaluating the performance of your outsourced team allows you to track their progress and check if their processes align with the project goals. It enables you to address loopholes and resolve them as they happen. Ultimately, it helps drive home the importance of performing well and sends the message of meeting or even exceeding expectations.

This article will provide a comprehensive guide on how to evaluate the performance of your outsourced team effectively.

KPI and Metrics to Measure Performance

  • Customer Service Levels

This key performance indicator (KPI) measures your outsourced team’s ability to deliver the standard service to your customers. It particularly gauges the time between the client calls in and when an agent responds to it. Average response time, resolution rate, and abandonment rate are the common criteria under this metric.

  • Backlog

Backlog refers to unfinished tasks or customer orders that have been received but are either incomplete or in the process of completion. Tickets go unresolved for numerous reasons—it can be attributed to the agents’ slow performance or that there has been an unexpected peak. With a backlog metric, you can calculate potential revenue by plotting all work that has been accepted but not yet fulfilled.

You can measure backlogs in hours and then convert them into weeks. A healthy total backlog is four to six weeks for daily and weekly work. If the backlog is six weeks and no additional work orders are added, it will take six weeks for the crew to finish all job orders during regular work hours.

  • Schedule compliance

Also called adherence to schedule, this maintenance KPI calculates how much of the work scheduled for a certain period is completed on time. In essence, it measures your outsourced team’s ability to deliver results as promised.

This metric is calculated in percentage and derived by dividing the actual hours spent on the task by the total planned work hours. For example, if the week starts on Monday, the compliance factor should reflect the work scheduled for that week as of Monday morning.

  • Quality

Quality is “the standard of something as measured against other things of a similar kind.” The Net Promoter Score is a widely known metric for the quality of a product or service. It usually takes the form of a single survey question asking respondents to rate the likelihood that they would recommend it to others.

You can use other KPIs to measure your outsourced team’s performance in terms of quality, such as complexity metrics and the number of complaints per period. These are mainly used when what is to be measured is not numerical. 

  • Quantity

Quantity KPIs are used for projects that take the form of numbers and ratios. Counting is by far the easiest way to quantify something you’re observing, such as the number of satisfied customers and total sales. Percentages are an ideal option when you’re interested in how many of your target population matches your performance result. 

Meanwhile, ratios are a great way to measure productivity—for example, total sales revenue divided by the total hours spent on sales calls or total sales revenue received divided by the total sales revenue invoiced.

  • Process

Process metrics focus on efficiency, assessing how tasks were performed by measuring the systems and procedures against the goals. A commonly used tool is the balanced scorecard, which aims to align the workers’ performance with the project objectives. 

High-level KPIs gauge the business’ overall progress, while low-level KPIs evaluate the processes in departments such as sales, marketing, human resources, and technical support, among others.

6 Strategies to Evaluate the Performance of an Outsourced Team

1. Assess your professional relationship

A good professional relationship hinges on setting your expectations of what success looks like clearly. There should be a point of contact on your side who frequently communicates with your outsourced team and who sees to it that tasks are progressing—for instance, through a project management system. This way, you can deliver output to your clients on time and within the budget and work specifications.

Studies have always underscored the importance of making your expectations known and clear when collaborating with other business organizations. One survey notes that firms that exhibit open communication tend to be more productive. You can leverage the power of clarity by outlining your objectives and conveying them to your outsourcing partner, making sure you are both on the same page. 

2. Look at how they do system maintenance and management

Your outsourced team should be able to support your company’s needs and demands fully. Their IT infrastructure should include the latest technology and a reliable network of phone and internet lines. They should also be available through email, phone, or other messaging platforms at designated times. 

If you’re operating in different time zones, your provider must make sure you regularly communicate to minimize communication gaps. You also need to agree on the point of contact for concerns and queries for a smooth exchange of information.

3. Notice how they communicate

Is your outsourced team capable of effectively communicating their concerns? Do they keep you informed of the issues with the system? It’s crucial that they keep you in the loop by giving regular updates so that you can monitor things and concerns can be promptly resolved. 

According to a survey, 86% of corporate executives, educators, and employees cite ineffective communication and poor collaboration as reasons for failures in the workplace. With this in mind, ensure that matters don’t get out of hand by designating a point of contact. This way, you can ensure smoother operations.

4. Aim for transparency

Does your outsourced team make documentation and records available to you? Is there a client portal where you can access tickets and view system status? Do they openly share problems and issues they’re experiencing and how they plan to resolve them? 

These are some important questions to ask when assessing your provider’s performance. A good outsourced team should act as a partner—they should be as open as possible and not make you feel like there’s a barrier between you. They should be honest enough to share information with you, even those that are not necessarily positive.

Another essential thing to note is that miscommunication can cost companies an average of $420,000 per year. Given this statistic, it’s always helpful to aim for transparency when working with an outsourced team to help ensure efficiency and productivity. 

5. Establish the habit of follow-up and follow-through

One issue when working with an outsourced team is the lack of a follow-up mechanism. A survey revealed that 28% of employees consider poor communication as the reason for not delivering results on time. Given this possible consequence, thoughtfully following through helps bridge the gap and keep things smoothly going.

A regular follow-up ensures that your team is working towards the target results outlined in your contract, regardless of whether they’re in-house or outsourced. It will remind them to prioritize tasks, prompting them to align their processes with the project goals. With this tracking approach, work is adjusted according to client feedback, guaranteeing optimized results.

6. Make them accountable for promised output and results

In an outsourcing partnership, your provider has generally set the expectations by way of their proposal. Whatever bar they have set is what you need to measure them against. Whether or not they’re balancing multiple clients, you need to receive the support and services you signed up for.

A great tool teams can use to track their performance is the OKR or objectives and key results. It’s a management framework used by companies to implement and execute their goals. This should be a part of your outsourced provider’s evaluation strategy, as it is useful in determining whether or not they’re delivering what they say they will.

Evaluating Your Outsourced Team Impacts Your Project’s Success 

Assessing your outsourced team’s performance enables you to identify areas that can be improved, which, in turn, can positively contribute to your project’s success. There are several metrics and strategies you can use to evaluate how your provider is faring. These indicators and methods provide you with a glimpse of how things are moving along, helping you manage your operations better and more effectively.

If you want to work with a call center in the Philippines as your outsourced team, EB Call Center offers excellent, top-notch services. Head on over to the Contact Us page and drop a message. 

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Why Your Outsourcing Partner Should Be HIPAA Compliant

The digital period has transformed the way people do business. Apart from being able to conduct operations remotely, new tools and technologies also allowed the ease and convenience of outsourcing.

Gone are the days when you have no choice but to limit yourself to partners near your base of operations. Thanks to the entrance of digital communication channels, you can work with an outsourced team from halfway across the globe.

Ultimately, this development reduces your overhead expenses and gives you easy access to world-class talents. However, with the good comes the bad. Or, at least, the somewhat challenging. Without the right measures, giving an outsourced team access to pertinent data could put your business’s privacy at risk. 

Cyberattack cases increased by 29% in the current year. The constant exchange of information across digital platforms may increase the chances of data falling into the wrong hands. If your business falls victim to a security breach, hackers can and will profit off the data they’ve procured.

At the same time, your business’s integrity gets compromised, making you lose clients and incur hefty penalties. If you’re planning to outsource a business process, you should find a Health Insurance Portability and Accountability Act (HIPAA) compliant outsourcing partner. 

What is HIPAA, and Why Does it Matter?

Good outsourcing solutions can optimize your business processes in several ways. But that can sometimes come at a cost. For instance, allowing third-party access to your organization’s data equates to opening up another point of entry for hackers. And if your chosen business partner fails to impose strict privacy and security protocols, that would make it easier for a cybercriminal to attack. 

The subject of cyberattacks is most critical if you’re in the healthcare sector. The cache of data in your hands contains sensitive information, such as patient records. That information has real monetary value and could be a quick source of ill-gotten profit for hackers. Fortunately, the HIPAA seeks to address this risk. 

Introduced in 1996, HIPAA champions two goals. The first is to provide health coverage to individuals that are in between jobs. The second is to ensure that the patients’ personal and health information is protected to prevent healthcare fraud. That is achieved via strict data security standards to which stakeholders need to comply. 

HIPAA made the day-to-day operations of healthcare entities more manageable through the digitalisation of information. The transition has allowed convenient sharing of data between healthcare providers and stakeholders. The law also assigned accountability to any business associate tapped by a healthcare provider through stringent HIPAA compliance measures to reduce the risk of a data breach.

If you’re in the healthcare sector, you need to regularly check whether you’re compliant with HIPAA guidelines. To do that, here are a few recommendations. 

  •  Clearly define service agreements with your business associates, keeping HIPAA compliance in mind. 
  •   Audit business associates to ensure strict and consistent HIPAA adherence.
  •  Gather proper documentation of due HIPAA diligence.

Why You Should Work with a HIPAA-compliant Outsourcing Partner

Working with a HIPAA-compliant business associate means sharing responsibility and accountability. In addition, partnering with a third-agency service that shares the same principles as you do allows you to operate your business with peace of mind, knowing that your outsourced partner is doing their part in securing patient information. 

It’s essential to define the term “business associate.” As per the HIPAA Privacy Rule, a business associate could be any of the following: 

  • Third-party admin assisting with claims processing
  • CPA services requiring access to patient information
  • Attorney whose duties require access to patient information
  • Consultant performing hospital utilisation reviews
  • Healthcare clearinghouse
  •  Independent medical transcriptionist
  •  Pharmacy benefits manager handling a health plan’s pharmacist network

When looking for an outsourcing partner, HIPAA compliance should help you shortlist your candidates. One name you may consider is EB Call Center, a HIPAA-certified agency. The organisation’s HIPAA compliance certification process was overseen by the Compliancy Group. The audit covered six core components of data privacy:

  • Security Standards
  •  Asset and Device
  • Physical Site
  • Security IT Risk Analysis
  •  Privacy Standards
  •  Hitech Subtitle

These audits make up a robust security system that considers administrative, physical, and technical safeguard requirements. While the agency’s main thrust is to remain proactive when it comes to the risk of a data breach, EB Call Center also takes pride in its readiness to address the problem should it happen.  

Keep Your Business HIPAA healthy

You can’t go wrong with looking for HIPAA compliance when narrowing down your outsourcing options. Given the real and serious threat of cybercrimes and their financial repercussions, you can’t risk it. With a HIPAA-compliant organisation, you can rest assured that you’re in tandem with a business entity that carries out the same level of care and scrutiny when dealing with sensitive client information as you do. 

If you’re looking for a HIPAA-compliant outsourcing partner, check out the business solutions offered by EB Call Center. Our primary goal is to help you simplify your business processes and maximise your organisation’s growth. Contact us today to learn more! 

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EB Call Center is Officially HIPAA Certified

As the world rapidly shifts towards the digital space, technological innovations continue to progress as well. While these developments grant millions the ease of doing business, one can’t deny that they also come with their fair share of risks.

But now that more companies are conducting their daily operations online, cybercriminals from all over the globe are working tirelessly to steal sensitive information.

To avoid these threats, organizations must take necessary measures to protect themselves from cyberattacks. More so, if you’re operating within the healthcare or finance sector. You wouldn’t want criminals to access critical data like customers’ or employees’ personal information and protected health information (PHI).

Eventually, a policy was created for companies involved in the healthcare industry to strengthen their infrastructure and avert breaches. The Health Insurance Portability and Accountability Act (HIPAA) is now the standard for recording health data and electronic transactions. This policy prevents healthcare fraud by ensuring that all PHI is secured with restricted access to authorised individuals.

If you’re looking to outsource a particular business process, it will be in your best interest to transact with a HIPAA-compliant outsourcing partner. Since it’s your primary responsibility to protect your client’s information and your company’s data, doing so will ensure the confidentiality of all resources. Fortunately, EB Call Center is here to help you take a step in the right direction!

EB Call Center is Officially HIPAA-Compliant

Optimise your daily operations and ensure the privacy of all stakeholders! Now that Executive Boutique (EB) Call Center is officially HIPPA certified, our company will ensure that all your data is encrypted and transmitted through a secure cloud-based network, with only HIPAA-trained agents allowed to access them.

Our outsourcing company went through a strict HIPAA compliance certification process that the Compliancy Group supervised. The process included the completion of the six (6) audits:

  1. Security Standards
  2. Asset and Device
  3. Physical Site
  4. Security IT Risk Analysis
  5. Privacy Standards
  6. HITECH Subtitle D

These audits allow EB Call Center to comply with the HIPAA Security Rule’s administrative, physical, and technical safeguard requirements, adhere to the Privacy Rule standards, assess preparedness and risk management for a data breach, and have effective written procedures in place for breach notifications.

Outsourcing and Security

One of the biggest issues in the outsourcing industry is a breach of privacy and data theft. It’s crucial that you choose to work with agencies that follow data and compliance standards such as HIPAA. When outsourcing agencies are HIPAA certified, you can be at ease knowing that they will secure your company’s resources.

In the event of a breach, your HIPAA-compliant partner is required to follow the HIPAA Breach Notification Rule procedures. Since all implemented safeguards are recorded, an investigation will take place to discover how the breach happened. With this, all parties can be held accountable.

Power Your Company With a HIPAA-Compliant Outsourcing Partner

Healthcare information is possibly the most important data a company possess. It contains a patient’s medical history, test results, and perhaps details of their health insurance. That’s why it’s reassuring that HIPAA protects this kind of sensitive information.

Safeguard health data by working with a HIPAA-compliant outsourcing partner, like EB Call Center. Not only will you get to protect private information, but your organisation can also easily move data between parties without worrying about cybersecurity.

Ensure data protection and get in touch with Executive Boutique Call Center. Contact us today to learn more!

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The Art of Persuasive Speech: How to Ace a Sales Call

The Art of Persuasive Speech: How to Ace a Sales Call
The Art of Persuasive Speech: How to Ace a Sales Call

At its core, selling is a conversation—it involves communication between two parties. While memorizing a script and knowing a product or service’s full suite of features is one thing, convincing a prospect of its benefits is another thing altogether. Persuasive speech is more than just calling a prospect, giving your pitch, and then closing a sale. It is an art that requires excellent communication skills and critical thinking. 

This infographic will explain the art of persuasive speech, how it is used to make successful sales calls, and how it provides a great customer experience overall.

The Art of Persuasive Speech: How to Ace a Sales Call

What is the Art of Persuasive Speech?

The art of persuasive speech works to convince the listener to accept the perspective you are presenting. For call centers, this means introducing products and services to prospects and compelling them to make a purchase.

Persuasive speech makes use of various communication techniques that appeal to both logic and emotions. This includes using certain verbal cues, word choices, conversation points, and the like. When used correctly, these techniques can convince prospects to accept the agent’s message and act on it.

8 Tips to Ace a Sales Call

When done right, a sales call can convert a prospect into a paying customer. Here are some sales call tips to help things go according to plan.

1. Set an agenda

One big way to earn the trust of a prospect is to be clear about the agenda of the call. This helps the prospect know what to expect from the call and be open to hearing the agent’s message. Additionally, it lets the prospect feel like they are just as in control of the conversation.

For agents, setting a clear and focused agenda makes it easier to keep track of which points have and have not been discussed in the call. It also gives them an anchor to help steer the call to, especially in the event that the conversation strays.

2. Find common ground

Prospects are more likely to listen and be persuaded by an agent if they feel a connection to the message, and by extension, to the brand. By establishing a common ground between the brand and the prospect, it becomes easier to connect the sales pitch with the prospect’s concerns.

Having this common ground is also a good way to build trust and rapport with a prospect further. If they aren’t ready to purchase yet by the end of the call, they will, at least, be more willing to accept future calls that may push them into agreeing to the sale.

3. Be personal

While sales are matters of practicality, they can also be emotionally driven decisions. A good sales call allows for a two-way conversation between the agent and the prospect. With this, an agent can steer the conversation to find what motivates a prospect and what emotional triggers work best with them.

Like with finding common ground, this information can be used to deliver the sales pitch in a way that is tailor-fit to the prospect’s exact concerns and address their needs. This can make all the difference in making the call more persuasive.

4. Use visual language

A challenge that sales calls have is the lack of visuals—a prospect can only rely on the agent to provide enough information for them to envision the product or service being offered. The best way agents can make up for this is to use highly visual language that engages the prospect’s senses.

Visual language can even serve to highlight key features through the use of descriptive scenarios and situations, making it easier for prospects to visualize their use and applications.

5. Explain features vs. benefits

The words “features” and “benefits” are par for the course when convincing prospects that a product or service is right for them. Sometimes these words are used interchangeably, but mixing up the two can lessen the credibility of a sales call.

To distinguish the two, keep in mind that a feature is something that the product or service is or does. Meanwhile, a benefit is the value added to the customer by using the product or service. A sales call that makes both these features distinct and apparent is more likely to convince a prospect.

6. Avoid using jargon

Sometimes, using industry terms and business-related jargon is a way to flex a brand’s expertise in the field. However, too much jargon can be confusing and end up alienating the prospect. It can also make a sales pitch less personalized, making prospects less likely to make the purchase decision.

Instead of focusing on jargon, discuss the product or service in easy-to-understand terms that make their features and benefits clear.

7. Highlight your uniqueness/unique selling point (USP)

In a highly competitive market, brands and their offerings need to distinguish themselves from their competitors. For agents, getting prospects to agree to a sale means showing them exactly what they stand to gain when making a purchase with the company.

Emphasizing a brand’s uniqueness and the USPs of its offerings can create a more persuasive pitch. The goal is to demonstrate to the prospect that not only are they buying into a solution for their needs, but they are also receiving something exclusive to this brand.

8. Adjust and be flexible to the situation

While preparation is key for any sales call to succeed, not everything will go according to plan. Adapting quickly to the changes in the conversation can help steer the call back on track or to a more desirable outcome. Being adaptable is also an essential skill for agents to pick up on a prospect’s cues and address them while keeping the conversation flowing smoothly.

Step Up Sales Calls with the Right Team

Mastering the art of persuasive speech is crucial for any successful sales call. Agents who can hone this skill are able to both sell for a brand and communicate effectively with prospects and customers alike.

Get ahead of your competitors by partnering with a call center in the Philippines with professionals who are masters at persuasive speech. Contact EB Call Center today for excellent and top-notch service.

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