how to fix (a new) call center
Post on 26-Jun-2015
377 Views
Preview:
DESCRIPTION
TRANSCRIPT
Copyright @ 2014 Ron Ryan & Associates, LLC
FIXINGINBOUND
TELESALES
A Video Presentation From
Ron Ryan & Associates
Copyright @ 2014 Ron Ryan & Associates, LLC
Our FocusThis presentation targets rapidly growing organizations, both for-profit and not-for-profit, which are in the process of developing or improving their telesales function.
Copyright @ 2014 Ron Ryan & Associates, LLC
Telephone Order Process
Online Sales
Process
Call Center
Fulfillment
Repeat Purcha
se
Copyright @ 2014 Ron Ryan & Associates, LLC
Telephone Order Process
Online Sales
Process
Call Center
Fulfillment
Repeat Purcha
seCommonProblemAreas:
Copyright @ 2014 Ron Ryan & Associates, LLC
Telephone Order Process
Online Sales
Process
Call Center
Fulfillment
Repeat Purcha
se• Confusing And Inconsistent Value Proposition from CSRs• Inadequate Scripting, Training, & Monitoring• Poor Sales Systems And Support • CSR Compensation Not Aligned with Company Profit Model • Inadequate Customer Information About After-Sales Process• No Systematic Follow-up To Non-buyers
CommonProblemAreas:
Copyright @ 2014 Ron Ryan & Associates, LLC
Confusing And Inconsistent Value Proposition from CSRs
Does your sales line describe your products in a consistent and effective way?
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Scripting, Training, & Monitoring
A Test:• Listen to 6 calls
from 6 different CSR’s.
• Compare call openings.
• What differences are you finding?
Copyright @ 2014 Ron Ryan & Associates, LLC
Value Proposition
Make Sure Everyone On Your Team Knows What Your Company Stands For
Copyright @ 2014 Ron Ryan & Associates, LLC
Call Monitoring
Develop Systems to Hear What Your Employees Say About You
Copyright @ 2014 Ron Ryan & Associates, LLC
For Critical Listening
Use An Independent Group
Copyright @ 2014 Ron Ryan & Associates, LLC
Use Your Senior Management Team As A Resource
Critical Listening
Copyright @ 2014 Ron Ryan & Associates, LLC
Management Listening
Be Ready For Surprises – You Will Uncover Issues
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Scripting, Training, & Monitoring
Develop A Standard Company Script
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Scripting, Training, & Monitoring
Develop A Script Record And
Monitor Your Calls
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Scripting, Training, & Monitoring
Develop A Script Record And Monitor
Your Calls Document Best
Practices
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Scripting, Training, & Monitoring
Develop A Script Record And Monitor
Your Calls Document Best
Practices Develop Training
Based on Best Practices
Copyright @ 2014 Ron Ryan & Associates, LLC
Leverage Your Best Talent
Use Top Performers To Improve Scripts And Lift Up Your Weakest Players
Copyright @ 2014 Ron Ryan & Associates, LLC
Poor Sales Systems And SupportImproving Sales Workflows
Copyright @ 2014 Ron Ryan & Associates, LLC
Poor Sales Systems And Support How long does it
take for a CSR to generate a quote?
Copyright @ 2014 Ron Ryan & Associates, LLC
Poor Sales Systems And Support How long does it
take for a CSR to generate a quote?
Are you still using paper for any processes?
Copyright @ 2014 Ron Ryan & Associates, LLC
Poor Sales Systems And Support How long does it
take for a CSR to generate a quote?
Are you still using paper?
Can your CSR’s move freely through quotation process?
Copyright @ 2014 Ron Ryan & Associates, LLC
Poor Sales Systems And Support How long does it take
for a CSR to generate a quote?
Are you still using paper?
Can your customer service representatives move freely through the sales process?
Do they use the military alphabet?
Copyright @ 2014 Ron Ryan & Associates, LLC
W. Edwards Deming
Father of the US quality movement
Revered in Japan by manufacturing giants
His Analysis:85% Process
Errors15% Individual
Errors
Copyright @ 2014 Ron Ryan & Associates, LLC
CSR Compensation Not Aligned with Company Profit Model
Copyright @ 2014 Ron Ryan & Associates, LLC
CSR Compensation Not Aligned with Company Profit Model Are you
rewarding CSRs for the right things?
Copyright @ 2014 Ron Ryan & Associates, LLC
CSR Compensation Not Aligned with Company Profit Model Are you rewarding
CSRs for the right things?
Do you reward your CSR’s for conversion only?
Copyright @ 2014 Ron Ryan & Associates, LLC
CSR Compensation Not Aligned with Company Profit Model Are you rewarding
CSRs for the right things?
Do you reward your CSR’s for conversion?
Do you ignore other sources of profitability (e.g., customer longevity)
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Segment CSR’s on performance.
Best performing CSR’s usually take longer.
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;What will happen
afterwards.
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;What will happen
afterwards; Key Items To
Review:
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;What will happen
afterwards. Key Items To
Review:Delivery Timing;
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;What will happen
afterwards Key Items To
Review:Delivery Timing;Paperwork;
Copyright @ 2014 Ron Ryan & Associates, LLC
Inadequate Information About After-Sales Process
Best performing CSR’s review:Terms of the sale;What will happen
afterwards Key Items To
Review:Delivery TimingPaperwork;Returns Process.
Copyright @ 2014 Ron Ryan & Associates, LLC
No Systematic Follow-up To Non-buyers
Successful CSR’s always schedule a follow-up call
Copyright @ 2014 Ron Ryan & Associates, LLC
No Systematic Follow-up To Non-buyers
Successful CSR’s always schedule a follow-up call
70% didn’t sell the first time x 30% percent contact rate x 30% conversion LIFT = 7.2 percent
Copyright @ 2014 Ron Ryan & Associates, LLC
Summary -Fixing The Leaks In the Call Center
Fixing the Leaks in the tele sales process is about:
• Measuring; • Listening; and, • Putting oneself in the callers shoes.
Copyright @ 2014 Ron Ryan & Associates, LLC
Summary -Fixing The Leaks In the Call Center
Analyze and segment CSR’s in terms of their:Conversion; Retention; Acquisition cost; and Renewal/repeat Sales Cost;
Copyright @ 2014 Ron Ryan & Associates, LLC
Summary -Fixing The Leaks In the Call Center
Listen to CSR calls to identify those CSR’s who are creating the most value for your company then adjust:Scripting;Compensation;Follow up Procedures.
Copyright @ 2014 Ron Ryan & Associates, LLC
Other Deep Dive Presentations
Online Sales
Process
Call Center Fulfillment Repeat
Purchase
top related