improve your call center close rate
TRANSCRIPT
inContactThe Power to Put Your Customers First
www.incontact.com | 1.866.965.7227 | [email protected]
Improve Your Call Center Close RateShaun Sanislo
Sales Process Manager
Overview
• More than 100,000 vacation rentals• Professionally managed vacation homes and condos• Experienced destination experts help travelers find the
perfect vacation spot• 2-way contact center (inbound and outbound)• Dynamic Agents take calls for various
markets/destinations
Overview
4
The Vacation Home Reservation Network
5
Geo-Targeted
Regional Sites
Challenges
• Managing call routing based on an agent’s ability to sell certain destinations
• Difficult to measure and manage outbound calls• When they were made in relationship to the last contact?• Who they were to? (i.e. Suppliers or Customers)
• Personalized, consistent follow up is required to close the sale
Solution
• Click to dial functionality for managing outbound call follow up metrics
• ECHO survey for measuring customer satisfaction• WFM for managing at-home agents’ schedules and
coverage• Integration with in-house CRM to display known
information on agent’s screen on answer• Using Statistical functions to determine skill set
prioritization by market
Solution
• Intelligent use of skills-based routing• With 27 different markets/skill sets we must optimize our call flows and ensure
the right caller gets to the best agent (i.e. the caller interested in Aspen reaches the Aspen expert)
• Algorithm is used to compare an agent’s “expected” benchmark close rate vs. their actual close rate across various destinations and various lead types
• Skill sets are adjusted monthly based on their performance in relationship the population of agents
Results
• Doubled close rate (from 5% to 11%) for web leads and brought overall close rate to 29% from 8% (vs. industry average of 15%)
• Average call back approximately 8 days (spikes to 12 over the holiday season)
Metrics That Matter
Agent Close Rate Adjustment
Metrics That Matter
Agent Skill Set Adjustment
Metrics That Matter
Tracking Agent Follow-Up
Thinking of Making a Change in Your Contact Center?
1. Figure out what you want to measure / what’s most important to you
2. Don’t try to do it all yourself
3. Do your homework/research before you dive in
4. Get executive buy-in/sponsorship