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Business Process Outsourcing

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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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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The Top Five Benefits of CRM Systems to Customer Experience

CRM Systems

CRM SystemsCustomers value excellent customer service when interacting with brands. It is known.

In fact, according to a Walker study, 86% of customers will be willing to pay more for great customer experience by the year 2020.

To the surprise of no one, technology always finds a way to keep up. Enter the CRM system, a tool that companies use to effectively and efficiently manage customer (both potential and existing) information.

Thanks to dedicated CRM systems, companies can now track and manage customer information, correspondences, conversations, and billing information, among many others.

As a result, call centers can deliver excellent customer experience with more regularity and efficiency.

Care to know how? Here are the top five benefits of CRM systems to the customer experience.

1. Faster resolutions

So a customer calls in, and the next thing you know that customer’s information pops up on the screen. Now that’s the convenience.

When that happens, it’s even possible for a call center agent to take an educated guess on why the customer is calling (agent should listen to the customer first, however)

Thanks to the case management functionality that comes with most CRM systems, agents can quickly provide relevant answers to customer queries and offer quick resolutions.

2. Fosters continuity

The point of delivering great customer service is that it builds relationships with clients. Clients want that too.

And for a relationship to prosper, there needs to be a strong sense of continuity in every customer interaction.

It’s roughly equivalent to calling your friend and asking her if she loved the gift you gave her for Christmas and giving her the lowdown on the latest gossip concerning the next-door neighbor.

Because of CRM systems, customers don’t have to repeat themselves over and over again every time they’re doing a follow-up call on a recurring issue.

The best thing about it is that customers will always feel that agents understand their needs and are likely to respond in kind.

3. Self-service integration

IVRs are notorious for stretching the limit of customers’ patience.

Thankfully, many CRM companies are now offering an integrated IVR and CRM solution, providing customers a seamless self-service experience.

With a CRM system in place, an IVR can identify each caller and then proceed to provide custom menu options that are relevant to that particular customer.

4. Find ways to serve customers better

CRM systems provide companies with measurable data that can help them come up with a myriad of actionable insights.

These insights offer opportunities that enable brands to serve customers better.

By offering a comprehensive picture of key performance metrics as they apply to customers, CRM systems make it easier for call centers to deliver customer-centric service on a consistent basis.

5. Better internal communication

Having a good CRM system in place enables companies to have a more efficient internal communication.

Seamless communication between different departments in regards to customer information allows for faster resolution and opens new windows of opportunities to serve customers better.

Conclusion

There are no two ways about it: investing in CRM systems is one of the smartest business decisions you’ll ever make.

Put your customers at the heart of your business, and your company is bound to reel in the profits. As is the case with any meaningful relationship, it’s an arrangement where both parties win.

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Four Steps You Can Make To Reduce Customer Churn

Reduce Customer Churn

Reduce Customer ChurnDo you want your business’s bottom line to get a big boost? Easy. Make a concerted effort to reduce customer churn.

Customers are the lifeblood of your business. And if you want to keep your business alive, you have to take the necessary steps to foster loyalty in your customer base.

In fact, according to Bain & Company, it is six to seven times more expensive to acquire a new customer than to retain an existing one.

That’s not to say that you shouldn’t exert some effort into recruiting new customers. If you have sound customer retention strategies in place, every new customer you recruit can potentially offer a lifetime value that will significantly impact your ROI in the long run.

Here are four steps you can make in order to reduce customer attrition.

1. Provide support round the clock

With the rise of multichannel services and social media platforms in the last several years, more and more customers are expecting businesses to be available round the clock.

Simply put, availability issues can have a lasting impact on how customers perceive a business or service.

If, for instance, a customer experiences connectivity issues on his broadband connection at 4 in the morning, being able to provide technical support right then and there not only makes a big impression, it sends the message that you care about your customers.

2. Make use of call notes

If a customer makes a follow-up call over a similar issue only to end up being asked to repeat himself again, chances are he’s going to entertain the notion of switching to another service.

Why? For starters, customers don’t want to feel like they’re being treated like cogs in a machine. They want continuity, and they’ll appreciate the service more if the context of every call reflects that continuity.

By integrating CRM with phone systems, your call center can keep track of customer logs and conversation details.

This approach keeps customers engaged, which will, in turn, instill loyalty in your brand.

3. Offer proactive support

If you want to inspire loyalty among your customer base, you’d do well to take a proactive approach in customer support.

What this means is that you have to identify and resolve customer issues even before they occur or become apparent.

If you’re worried about being a “bother” to customers by being proactive, it’s high time that you put your worries to rest.

To bring home the point, a study made by inContact discovered that 87% of customers are happy about being contacted proactively by companies concerning customer service issues.

4. Reduce customer waiting time

Customers don’t like being made to wait on the phone.

A study made by Arise in 2017 discovered that two-thirds of customers are willing to wait two minutes or less while 13% said that “no wait time is available.”

Considering how current technology has diminished our attention spans in the last decade, this isn’t at all surprising.

Tried-and-tested solutions that can reduce customer waiting time include addressing bottlenecks on a regular basis, creating self-service opportunities, and optimizing the contact center’s system and processes.

Conclusion:

Reducing customer churn goes beyond providing exceptional service and superior products, it also involves engaging your customers in a way that nurtures the business relationship.

To do this, you have to make a constant effort to keep track of your customers’ needs and then taking the necessary steps to address them through your products and services.

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Five Crucial Skills Every Call Center Agent Should Master

Call Center Agent

Call Center AgentIf you want your company to build and maintain a great relationship with customers, you need to have skilled call center agents on the front lines of your business.

Call center agents represent your brand and embody your company’s values, and as such will need the extensive skill set to consistently deliver favorable outcomes in each customer interaction.

As a business owner, you’d do well to invest in your call center agents, and to make your investment count, you need to put in place processes that take into account the following skills.

1. Empathy

The word ‘empathy’ has become such a buzzword in the business world for so many years and rightfully so.

While the concept may sound touchy-feely to some, there’s no denying that empathy is essential to human interactions.

Managers and team leaders need to constantly remind their agents to imagine themselves in the customer’s shoes in every customer interaction.

After all, by ‘owning’ the customer’s problem, agents are putting themselves in the best position to satisfy customers.

Empathetic statements let customers know that you care, and that makes a big difference.

2. Patience

Being a call center agent is a rewarding job, but we have to admit that having to deal with rude or irate customers on a constant basis can make it a little less fun.

That is why patience is a critical skill every call center should have.

When callers are upset about your brand’s products and services, they are likely to treat your agents as a sounding board for the simple fact that they have nothing else to vent their frustrations on.

But agents need to learn not to take it personally and instead be willing to listen and respond calmly in order to diffuse the situation.

That way, the agent (and the company) is able to leave a good impression no matter the outcome.

3. Clear communication

Call center agents need to communicate effectively in order not only to resolve issues quickly but also to ensure that customer interactions are as pleasant as possible.

To deliver on this end, reps have to speak the English language fluently. After all, spotty grammar will always leave customers confused, not to mention that it may take longer to arrive at a resolution and sometimes not at all.

Agents also need to learn how to straddle the line between being conversational and being formal, switching between the two as the situation dictates.

4. Active listening

In a customer interaction, what customers are saying is as important as what they aren’t saying. This is why customer service reps need to give their undivided attention to every call.

Active listening goes beyond just paying attention to the customer’s words. It also involves ‘listening’ with all the senses, meaning they have to respond appropriately, withhold responses when necessary, remember what is being said, and more.

5. Well-organized

Call center agents are regularly tasked to manage, record, and process various types of information.

To be well-organized means many things: taking down notes when appropriate, saving information under the right category, putting things in their proper order, and more.

Call center agents are entrusted with customer information every day and it is their responsibility (and yours) to handle it with care.

What’s Next?

Being a call center agent can be a demanding job, but with the right support and training, they can master all the crucial skills mentioned above with ease.

By training and cultivating these skills in your call center agents, you’re taking the first big step in increasing customer retention and fostering customer loyalty, which will in turn positively impact your business.

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Five Strategies You Can Do to Help Your New Call Center Agents Manage Their Average Handling Time

Average Handling Time

Average Handling TimeAHT (Average Handling Time) is one of the most important metrics in a call center. Simply put, a low AHT is one of the good signs that a call center is delivering great customer service.

That’s not in the least surprising. When customers call, they want solutions, and they want them fast.

Since it’s the goal of every call center organization to deliver a positive experience to customers, it only follows that you take the necessary steps to reduce the amount of time they spend on calls.

Here are proven strategies you can use to reduce average handling time in your contact center.

1. Strengthen your knowledge base

A strong knowledge base allows call center agents to pull up customer information and resolve issues with minimal effort.

When the knowledge base is optimized, agents can find relevant answers to even the toughest queries at their fingertips. This way, agents are able to close calls quickly, which in turn makes customers happy.

2. Record and analyze calls

A call center needs to have a system in place that records and analyzes calls. This makes it possible for you to identify which issues and questions are usually taking a long time to be resolved.

Once these issues are identified, you can come up with more efficient solutions to resolving them.

By training your agents to execute such solutions, average handling time can be reduced significantly.

3. Optimize call routing

One great way to reduce AHT is to optimize call routing. After all, a lot of time is wasted every time a caller is routed to the wrong department.

The best way to speed up your call center’s call routing system is to use a high-end automatic call distribution software (ACD).

When customers are always able to reach the agent qualified to handle their issues, it takes significantly less time to end a call.

4. Initiate call backs if necessary

Sometimes a customer will call in with an issue that is much too complex to be resolved immediately. Agents need to be able to identify such cases quickly since attempting to resolve the issue right then and there will only be a waste of time.

What agents can do instead is to initiate a call back at a time when answers and solutions to the customer’s issue are readily available.

5. Optimize the IVR system (Interactive Voice Response)

Recent studies show that more and more customers prefer self-service over having to speak with a customer service representative.

However, it can be frustrating to a caller when the IVR system eats up a lot of time promoting your brand’s wide range of products and services.

To optimize your IVR configuration effectively, you can start by structuring your IVR according to the customer’s perspective. Make your IVR scripts short and simple.

In addition, you can provide pre-recorded messages in a way where customers can help themselves better.

Final Word

While it’s crucial for every call center organization to reduce AHT to meet  KPI targets, care should be taken to ensure that the quality of service is not compromised in any way

A call center organization has to manage AHT the right way and for the right reasons, and you can pull that off by employing the five strategies mentioned above.

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Five Ways to Motivate Your Agents to be the Best in Their Job

Agents

AgentsWith the rise of data science, cryptocurrency, and cloud computing, many industries are currently on the verge of a systemic shift.

As a business owner, you need to be able to adapt to change if you want your business to thrive. That said, there’s one thing that will never go out of style: great customer service.

If you want your customer service to make customers happy on a consistent basis, you have to take the necessary steps to ensure that your agents are motivated enough to be at their best.

It’s not an easy task. For one, being a call center agent is a demanding job. If you don’t give agents enough reasons to stay motivated, your customers and your business are bound to suffer.

Below are tried-and-tested ways to ensure that call center agents are motivated enough to put their best foot forward at all times.

1. Foster a positive working environment

As a business owner, the onus is on you to take the initiative to reinforce the right attitudes and proper mindset among call center employees.

In short, you need to foster a positive working environment.

Sounds like hard work? Perhaps. But if you take the time to interact with every employee (not just agents) and take the steps needed to contribute to a pleasant and friendly environment, then you are well on your way.

After all, as a leader, all agents and managers look up to you for guidance. As a leader, what you do serves as the blueprint which employees will be adhering to.

Of course, it doesn’t hurt to communicate your desire to create a warm and friendly atmosphere to managers and agents. As the business owner, you’ll have many opportunities to do that.

2. Encourage a feedback culture

Forget suggestion boxes and put them where they belong: the dustbin.

To ensure that feedback is always contributing to the improvement of the workplace, you have to encourage a culture or environment where ideas and feedback are freely shared by employees.

In turn, a system where ideas and suggestions can be reviewed quickly by a committee needs to be in place. For optimal results, a reliable feedback loop needs to be implemented as well.

When employees realize that their ideas are being taken seriously, they are more likely to realize that they’re part of the company’s growth and as such will feel more motivated to make contributions.

3. Recognize and reward employees for good performance

Everyone craves recognition for a job well done. Yes, even those who pretend that personal accolades don’t matter to them.

A word of praise, a pat on the back, or a simple complimentary shout out can go a long way into boosting an employee’s morale.

When an employee feels that her contributions are valued and recognized, the behavior that led to the positive feedback is reinforced. It gives the employee something to aspire to.

That said, agents who perform poorly need to be guided as well. But it should be done in private to save them the humiliation.

4. Assign agents a variety of tasks

Agents who are made to do the same tasks over and over again are likely to feel disillusioned and bored by their responsibilities down the line.

This is why agents need to be assigned a variety of tasks to keep them engaged and interested.

Instead of consigning an agent to voice work 100 percent of the time, you can ask them to work on email or web chat or other support responsibilities as well.

5. Promote from within

Employees will feel more motivated to do their best when they know that their hard work could land them a promotion.

After all, promoting from within is one of the best ways to show your agents that you appreciate them for their contributions. It gives them the validation that their talents are an asset to the organization.

In addition, setting up career development programs gives agents the support they need to advance in their career. It gives them a sense of direction and purpose, thus keeping them engaged and motivated.

Key Takeaway:

Every business is bound to face challenges that will make it difficult for employees to stay motivated.

But if you implement the steps above and ask each member of your team to support you in the endeavor, it will only be a matter of time before your business achieves the growth that you’ve been planning for.

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How to Retain a Customer who is about to Quit Doing Business with your Company

Retain a Customer

Retain a CustomerCustomer retention is crucial to the success and survival of any call center business, or any business for that matter.

Does that surprise anybody? Surely not. Without customers, there can be no business.

While customer attrition is sometimes inevitable, every business owner worth her salt needs to adopt a proactive approach in making customers stay.

To bring home the point, here are two important factoids proving why keeping customers should become a priority in your business:

  • Bain & Company study shows that increasing customer retention rates by 5 percent raises profits by 5 to 25 percent.
  • Harvard Business Review reports that “acquiring a new customer is five to 25 times more expensive than retaining an existing one.”

Convinced? Here are the best ways a call center can retain customers who are on the verge of severing their business relationship with your company.

1. Process cancellations through voice channels

Before a call center can retain customers, agents need to be provided opportunities to work their magic.

One good way to do this is to direct the cancellation process through voice channels

While it may cost your company a little to encourage customers to speak with a representative when requesting a cancellation, having the opportunity to convince them to stay can significantly shore up your customer retention efforts.

2. Offer a cheaper option

Some customers choose to cancel their subscription due to money issues. In such cases, the best course of action is to offer a cheaper alternative.

Since there will always be customers, who aren’t aware that there are cheaper plans than the one they’re subscribed to, making the right offer at the point of cancellation is the logical next step.

Once a customer has decided to downgrade their subscription, kindly remind her that she can choose to upgrade anytime — preferably once her financial situation has improved.

If customers are calling in to cancel their subscription because they find the product or service wanting, reps should go the extra mile in helping them resolve their issues with the company.

In cases where they are requesting to cancel so they can switch to a competitor, make it a point to explain why your brand can offer so much more.

3. Offer inconvenienced customers gestures of goodwill

Customers can be impulsive sometimes.

When customers are having a bad day, even the smallest inconvenience where they feel that your company is to blame may cause them to make a rash decision.

Most of the time, a gesture of goodwill — a voucher or a one-off credit — can help dampen their temper, causing them to reconsider if cancelling the service isn’t such a good idea after all.

Of course, it goes without saying that whatever issue the customer may be having should be addressed as soon as possible.

4. Remind customers what they’re giving up

Your call center agents have to remind customers what they’re about to give up when they decide to stop doing business with you.

One great way to do this is to use a spiel, something that goes along the lines of, “Are you sure you want to cancel the service? If you unsubscribe, you will no longer have access to (insert your brand’s best offerings here)…”

If your company is offering loyalty incentives (and it should), the point of cancellation offers a great opportunity to remind customers about their eligibility to special offerings that may be coming their way if they choose to continue doing business with you.

5. Form teams of retention specialists

Setting up a team/s of retention specialists trained to engage customers who are on the verge of quitting is a great strategy to adopt in your customer retention efforts.

Since these specialized reps’ primary focus is to retain customers, they are more likely to become more effective in convincing them to stay.

For better results, a rigorous approach in selecting the best agents for the job has to be adopted (refined “soft skills” is an important qualification to have).

Key Takeaway

Retaining customers poses a lot of challenges for any business. After all, it’s difficult to convince people who appear to have already made up their minds.

But if you adopt the practices mentioned above with a conscious intent to keep customers happy, you are providing customers the best reason not to leave.

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