Call centers get a lot of hate.
Most of the time, people don’t understand the purpose of them. It makes sense why some people get upset. Receiving telemarketing calls as you’re sitting down to have a meal with your family at the dinner table is frustrating.
It’s important to understand that those days are long gone. At QCSS, we smile and dial at appropriate times of the day for every time zone. We also develop campaigns that are beneficial to both the customer and the company. So, it’s a win-win.
If you choose the right call center, you can save money while making money.
Fortunately, there are now guidelines and laws in place to mediate these concerns.
Flip through the SlideShare we created below to get a better understanding of the benefits of outsourcing a call center.
See? Using a trustworthy call center can be effective.
Now that you know the benefits of outsourcing a call center, want to get on the line with us? Call 888.229.7046 and ask us what we can do for your business.
Written by: Amy Schiller
Often, as salespeople, we learn from sales blogs written by companies who sell a marketing or sales service. It’s true to say that this information can get kind of stale, as most people curate content and use the same information from other companies except they distribute the content in different ways.
As sales people, we know that it’s important to stay inspired and reading or watching the same content all the time makes it difficult.
There is one type of content that can help us get out of this repeated content funk: TED Talks. Featuring people that present content on topics that they have developed themselves. Instead of repeated information being spued at us, they inspire us with new content in an easy-to-understand and inspiring way.
So, to help you break out of your typical sales advice mold and learn something new to make you better at selling, we’ve compiled 5 amazing TED talks that inspire us.
How to Magically Connect with Anyone
In this TED Talk, Brian Miller, explains the importance seeing the world from the point of view of another person. Not only does this help us connect with others, but it helps in sales too.
This is a great TED Talk to watch if you’re just beginning in sales of need a reminder about the importance of listening to your customers. Being able to put yourself in the shoes of the buyer is very helpful. Watch this video to understand why.
First Why and Then Trust
“Trust is human. It’s about human interaction. It’s about real conversations. What we need is more handshake conversations. What we need is more handshake discussion. More handshake debates. More handshake friends. More handshake leadership.”
Nothing replaces human contact. That’s one of the many things that Simon Sinek touches on in his TED Talk. Watch this 17-minute video to get more insight into the importance of human to human interaction in the business world.
How to Skip the Small Talk and Connect with Anyone
Sometimes, we forget that the CMO, CSO, CEO, or any other C suite executive is a person. We put our business needs first and lose that human to human connection.
This TED Talk by Kalina Silverman does a great job at reminding us just that. Let’s skip the small talk and hop right into the big talk. Remember that everybody is only human.
The Skill of Self Confidence
This TED Talk is a great one to watch when you just can’t seem to land a sale. Dr. Ivan Joseph talks about the importance of self confidence and persistence.
Stop the negative self-talk. Have self-affirmations. When doubt and fear come into your mind, replace it.
The Science of Sales
As co-founder and CEO of ConnectYard, Donald Doane speaks from his experiences of beginning a startup. This talk explores a common challenge for many young companies, which is learning how to create a repeatable and scalable sales process that will take their company from concept through profitability.
1. Help your customers win
Upselling should not just be a sales tactic. It’s about helping your customers win so that you can win too.
Upselling helps your brand develop a stronger relationship with customers.
Offer a bundle of 3 products for $100’s cheaper than the cost of them separately. Your customer wins because they are saving money. You win because you’re making extra money by upselling something that the person probably wasn’t originally planning on buying.
2. Make it relevant to the original purchase
Would you like some fries with that? The simple and easy upsell that boosts the sale of fries at McDonald’s.
It’s relevant to the original purchase. It’s hard to say no to something that sounds like it would go perfectly with your meal.
Find the “fries” for your customer and use it to your advantage. Offer them something that goes so perfectly with their current product or service that it’s hard to turn it down.
3. Does it solve a problem?
If you buy a new software but have no idea how to use it, it would make sense if the salesperson tried to upsell you on training they offer.
The problem was that you were buying software that you didn’t know how to work. The salesperson quickly offered you a solution that made you feel more confident in your purchase.
Instead of the upsell turning you off and driving you away from the sale, it made it easier for you to make a decision.
Solve a problem for your customer to make the upsell easier for you and them.
4. Focus on what the customer needs
Sure, upselling a product or service to somebody might mean commission for you. It also means that the customer already trusts you because of the original purchase.
The goal here is not to lose the trust of your current customer.
You can do this by making sure that the upsell is something that would actually be useful to them. This way, they will continue to trust you and buy from you.
5. Wait it out
Wait for your consumer to purchase the original item in order to upsell.
Only in certain instances does it make sense to try to upsell someone on a purchase before they actually make one.
Have you ever thought about buying a new phone case, screen protector, and car charger before you actually purchased a new phone?
No, the salesperson usually hits you with a package deal 5 minutes before walking over to the register to finalize the deal. They establish a need for these products so that you feel comfortable spending the extra money on the items.
Never would a salesperson remind you of the phone case, screen protector, and car charger right when you walk in the door.
Wait for the initial sale and then use your skills on the upsell.
Written by: Amy Schiller
1. Add value
First, put yourself into your customers shoes. Consider what’s important and how your product or service will benefit them. If you’re having trouble with this part, that’s ok. There are many solutions to this. One is to get feedback from your target market through surveys. This could be online, or it could be on the phone.
During the first phase, think: start helping, stop selling.
Once you have figured out how you can add value to your customers, pick up the phone and call them. Let them know about special deals and discounts.
Another way to add value to your customers or clients is to offer a whitepaper or any type of free resource. This will give your target market insight into the industry and provide them with information that they didn’t already know. It will make it more difficult for them to leave for a competitor.
2. Build a better customer experience
If you’re looking for more positive online reviews, word-of-mouth referrals, and higher retention rates then it’s time to develop a memorable customer experience.
This will allow you to develop a relationship with your customers, potentially recover lost customers, engage existing customers, improve customer satisfaction, and add a competitive advantage to your company.
Improving the customer experience is something that is easy to do and provides your company a lot of benefits.
3. Design a customer outreach strategy and stick to it
The purpose of customer outreach is to introduce something awesome to your customers. This can be the white paper or it can be a new amazing service. It should be something that will get your customers excited and again, add value.
QCSS worked with a client in the healthcare industry who was losing their own customers and market share due to aggressive acquisition tactics of a competitor. That’s when QCSS helped design and implement a customer outreach strategy that allowed the client to provide more customized, high touch relationships with their clients.
In the end, QCSS reduced customer churn for the company.
QCSS Case Study
The client produces compliance publications for billing and coding departments within hospitals, private practices, and home health facilities.
This company was losing their own customers and market share due to the aggressive acquisition tactics of a competitor owned by a multi-billion-dollar healthcare company.
QCSS helped design and implement a customer outreach strategy that allowed the client to provide more customized, high touch relationships with their clients.
QCSS reduced customer churn.
There’s a huge myth out there right now that a lot of people are believing… The myth is that social and digital outreach alone will bring qualified leads into your sales pipeline. It’s part of the reason that people believe picking up the phone and calling someone is no longer necessary..
This is far from the truth and Tony J. Hughes (THE sales guru) wrote an entire book about this very hot topic.
His new book is called COMBO prospecting and in a recent interview with John Smibert he explains the importance of digital and social as well as the phone to build a quality sales pipeline for your business.
If you don’t have time to read or watch the interview, here are a couple of takeaways.
You need the right combinations of activity, done the right way and at the right time if you want to succeed.
The 3 key combinations are:
The right value narrative
The right mindset
The right combinations
You need the combination of digital and social as well as the phone.
If you want to build a quality sales pipeline you must… jab, jab, jab with email & social… and then knock them out with the phone.
A silent sales floor is dangerous
Scared to make cold calls? It’s easy to make calls warm and you can do that with social. You need human-to-human interaction. The chances of you landing a sale just from chatting with someone over LinkedIn is very rare. Pick up the phone and call.
Everybody should be selling
The CEO, CFO and all the salespeople.
No salesperson can get enough qualified leads into the pipeline from marketing. Inside sales or sales development reps are never going to provide enough leads either. There’s always going to be some gap and salespeople have to be good at creating their own personal pipeline.
The boxing metaphor
In boxing, you’re constantly jabbing away with your left hand. You should also be jabbing away in social. By this Tony means, using LinkedIn, Twitter, text messages and email as your jabs. Then, the right hook is a phone call. The thing that will knock the person out (not literally, don’t worry).
“Social Phone” is the key to success
Every prospect you’re working with has a mobile phone or a cell phone, and that phone is also their personal digital assistant. That is where they can look at social and they can take a phone call. Social and phone is the only way to go and be successful.
Bringing it all together
The key message from Tony was that using social and phone together will completely change your pipeline. Also, make sure your sales floors aren’t silent, you have to be talking to the customers and outbound with the phone.
There’s a lot of work to do, COMBO type work.
If you want to know more, just look for COMBO prospecting in bookstores or buy it on Amazon.
Here is some sales advice from our team at QCSS. To find out more about what we offer, call 888.229.7046
✦If you are an aspiring entrepreneur, you're going to want to watch this!✦
So, here is a Q&A with Catherine Karabetsos, the CEO of QCSS who actually has that ONE THING we all wish our bosses could have..
And that is, EMPATHY ⭐️
It's so refreshing to hear some humanized, inspiring advice from the queen of entrepreneurship herself!
So check it out and really listen to what she says; for this interview is far from those monotonous, cliche one-liners that most businesses give you.
Here's some quick, simple advice from the coolest call center you know!
Choose the Right Metrics, and Monitor Them Closely
What numbers are going to accurately reflect success for your team? Will it be leads? Appointments? Revenue? Every business is different, but teams usually will not succeed without tracking their metrics.
Once you’ve defined your metrics, make sure you establish baseline numbers and attainable benchmarks. Then everyone—in-house and outsourced—gets held to the same standard, reinforced by daily and weekly reports.
Remember that numbers tell the story. Metrics are important because they tell you what’s working and what isn’t working. Everything else is just noise.
Train Representatives Appropriately
Customer service representatives should be rigorously trained and tested on scripts, prompts, company products and services in order to ensure that they professionally represent your company in front of clients and customers. You should want everyone involved to have the most professional experience and to better serve your customers during the process.
Most training is going to be done with the call script. Some people don’t think that a call script is necessary. It is necessary and it better be a strong one too.
Your team needs to practice your customer service process until it becomes second nature. Your scripts should be customized to engage the people on the other end of the call, with detailed answers to Frequently Asked Questions and prompts for overcoming likely objections.