Many businesses end their marketing efforts once they get the lead. A lot of work goes into generating qualified leads, but the problem often lies in what is done afterward. Tracking the performance of marketing campaigns is only half the job. There is still the matter of how your call center performs when the qualified leads are delivered. Have you ever wondered what your booking percentage is?
Instead of simply handing over the reins once we have generated a qualified lead, we stay with you every step of the way by closely examining call center performance and following up with an objective grading method. Business owners assume that their CSRs are communicating the basic components like greetings, customer information, and gratitude, but how do you actually know?
With our in-house Feedback Theory developed uniquely for the Home Service Industry, we offer solutions for your call center to increase the number of booked leads over the industry. Vital Feedback is based on years of experience working with home service companies and analysis of research data and results.
How It Works
- Qualify New and Repeat Customer Leads
- Randomly Selected Leads are Graded per CSR
- Leads are Graded on the 10 Vital Feedback Points
- Individual Score Cards/CSR Reports
- Performance Benchmarks and Frontline Training Workshops
- Online Coaching Sessions Reveal Lost Opportunities and Areas of Improvement
- Weekly Challenges Keep Feedback Fresh and Provide Incentives
Dealing with customers over the phone, especially when they are frustrated or upset, is very difficult, but it is something that home service companies have to deal with every day. The key is to change the caller’s temperament from frustration to trust.
Speaking with potential customers is a delicate art that requires a deep understanding of what makes people tick. You may get calls every day about the same problem and, as a result get numb to your customers’ needs. The caller, however, may be experiencing this problem for the very first time and is feeling worried and defeated.
Your customers need empathy, validation, and assurance when they call. An understanding, emotional response to their issue shows them that they matter to you and your company. The job of a CSR is to make sure the caller feels as though they’ve gotten the right person for the job and will be well taken care of. Simple words of assurance help the customer feel they have called the right company for the job.
Many CSR’s feel their responsibility is to answer the phone, answer questions, and be polite. Unfortunately, that is not where the job ends. The CSR is normally the first impression a new caller has of your business. Yes, CSR’s should be polite and helpful with their words and tone, but they should also be strategically building and selling company value.
Putting It All Together
Even with all the experience, research, and insights at our disposal, we also know that each CSR is different and needs to be treated as an individual. We help CSR’s develop a strategy on the phone that is unique to their talents and help them develop an unconscious skill for converting leads into sales.
Call centers that demonstrate a well-liked and trusted brand image have the best chances of converting leads. By listening, measuring, and constantly improving this aspect of your business, you will improve your customer service and gain a distinctive advantage over your competitors.
We make it fun and easy for CSR’s to appropriately maneuver and direct customers’ buying decisions using psychology and communication theory. Training opportunities provide the CSR’s with empowerment and motivation to raise their individual booking percentage. Not only do CSR’s get a rise out of booking a call, they also gain energy and motivation for the next call by spurring customer satisfaction and pleasure.
With rising customer expectations, is your company exceeding expectations or simply providing the commonly expected?