There's no denying that making sales through your contact center can be a challenging process, especially since call centers can be negatively stereotyped as telemarketing offices. Customers are also more informed than ever and wary of common selling techniques, which makes teaching adaptive selling crucial for sales contact centers today. This is basically the concept of changing one's behavior and sales strategy throughout the customer interaction based on the customer's needs. Here are some reliable ways you can improve your contact center sales.
Use CRM Integration
Customer relationship management (CRM) software is used by businesses to keep track of their customer interactions. This includes managing sales data, maintaining a contact list, measuring customer satisfaction, and keeping track of any other records that can be used to improve the customer experience. With Microsoft call center software, you'll have a true omnichannel solution that integrates with data available from Microsoft Dynamics CRM.
With Bright Pattern's omnichannel routing, customers can contact your call center agents via their preferred communication channel, whether that's a phone call, live chat, text, SMS, email, etc. This allows for maximum customer convenience and custom journeys that are great for building customer loyalty and retention. Microsoft Dynamics integration allows you to record conversations across all channels and store data that can be used for personalized outreach in the future.
Focus on Your Solution
It's easy to detail what your product or service does or how it's different from the competition, but not all customers want to hear that. Many of your potential customers will be wary of sales pitches, especially when they're obvious. If you focus more on a problem the customer has and explain to them how you can solve it, they'll likely be more receptive to a sale.
For example, a site like outletsale.com sells kitchen equipment at cheap prices, which is definitely a positive. Instead of focusing on the price, however, a sales agent might first focus on how they deliver European kitchenware that may not be easy to find elsewhere. This fills a particular need, and the affordable price is a great bonus.
Make Orders Quick
Convenience and speed are two of the most important elements of customer service, and you'll need to be able to deliver if you want to boost sales. It shouldn't take long to enter customer information and confirm their orders. If it takes more than a couple of minutes for a customer to make an order, they'll likely become frustrated, which could lead to a canceled sale or at least convince them not to make any future orders. CRM software can really help with this, especially for returning customers already in the system.
Personalize Your Service
As important as speed is, offering a personal customer service experience can be even better. Omnichannel contact center software makes this easier since it lets the customer control how the conversation takes place and makes it easier to build rapport. If you combine this with personalized offers on a sale, customers will likely feel both surprised and appreciated. For your returning customers, you can even make special offers based on their past buying history.
Train Your Agents
Ultimately, there's no substitute for well-trained sales agents. It may be true that you can't teach a person traits like empathy, but you can ensure all new arrivals are trained in your sales process and how to lead customers toward favorable resolutions. An intelligent cloud contact center doesn't just make it easy to keep track of customers; it also makes it easier to monitor agent performance and coaches those who need it. With the right training and tools, you can offer amazing customer experience and boost agent productivity.
