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Call center agent training program12/12/2023 ![]() If you’re struggling to come up with a sales script, why not try one of our customizable cold calling scripts? If the script is the orchestra, the person delivering it is the conductor, shaping and improvising to meet the audience’s needs. While a well-structured call script can be a powerful tool in the salesperson’s arsenal, the secret is to teach your call center staff that they shouldn’t merely blindly follow the text, riding roughshod over questions and objections.Ī script should be the framework over which your staff can improvise and adapt. Make sure salespeople know exactly what these are and how you expect them to get there. The object is to qualify the prospect and move the deal towards a close, and there’s usually a very specific set of facts and information you need to achieve this outcome. The questions that you ask a prospect should be structured in such a way that they lead the conversation towards the sale. Rather than barrelling in and telling the prospect how great you are and what you can do for them, spend at least the first part of the call inquiring about their needs and problems. You can’t sell to someone unless you know what their needs are and which problem they want you to solve. The following tips should help you make sure that you’re getting the best value from every minute spent calling a prospect.įocus all questions on your client, not yourself Your sales calling team is the voice of your business, which makes it imperative that the calls they make are efficient and effective. Just bear in mind that not everyone is a good teacher, so your selection of mentors will take a bit of circumspection.įor some further reading on training your reps, read How to Develop and Train your Sales Team. Whether you go the route of identifying one mentor from your experienced team of salespeople to teach new staff members in batches or match each new hire to a buddy who they can shadow, mentoring is one of the most efficient ways to teach newcomers. Dividing their expected progress into smaller increments is also a great way to prevent them from feeling overwhelmed by the avalanche of new information. Providing your recruits with a 100-day plan containing clear targets and outcomes coupled to an underlying call center training regime to help them achieve these is an excellent way to make sure their first three months are spent productively. ![]() ![]() Research has shown that without systematic, regular learning and reinforcement, approximately people forget 50% of the information you present to them in the first hour. Ongoing call center agent training and assessment We trust that your recruits know what you hired them to do, but do they know how you expect them to do it? What is the company’s sales process? How do they use the CRM? What reporting is expected of them and how do they do it? To whom do they report? Only when any questions you can think of can’t stump them are they ready to start selling. Run sample sales calls and grill them like a particularly tricky and knowledgeable prospect would. ![]() There are many ways to teach them, but taking a practical approach works best. Your salespeople need to know the product or service they’re selling better than anyone else in your company. There will be questions from prospects, many of them. The most powerful tool in your call center agent’s arsenal. There are a few significant areas that you need to concentrate on to set your salespeople up for sustainable success and build a robust onboarding process. The sooner they start selling successfully, the sooner they justify their salaries. Onboarding new starters effectively will benefit both them and your business. Here’s our guide to the call center training best practices.Įven the best salespeople struggle when they don’t have the tools or preparation to succeed. Your call center sales agents are your safety net, and while a robust call center hiring process is indispensable, training staff is equally crucial to achieving a successful outcome. ![]() Preparation and practice can help you go from feeling overwhelmed to being confident and successful. When you’re running a thriving sales call center, there ’ s a whole lot vying for your attention and focus, and ignoring even one of them may prove disastrous. ![]()
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