Ideas You Can Take to the Bank!: Improve Call Center Performance
Have the CSRs rewrite the scripts to personalize the presentation. Most CSRs are not comfortable with full-blown scripts, and this will help them sound more natural. Finish training with a substantial amount of time for serious role-playing. These exercises will help them become more comfortable on the phone.
11. Reward Performance With Incentives
Increase interest in your program by planning incentives for the CSRs and their supervisors. Incentives can be monetary if your budget permits, but don’t neglect motivational games. In one program, reps who were overheard making the cross-sell offer were rewarded by their supervisor with $5 and temporary possession of a trophy.
12. Measure Success
Start by measuring sales, offers, calls and talk time by CSR. Sales divided by calls is the easiest metric, because it usually can be computed without manual tallies. The end result will provide an overall sense of the success of the program.
To manage the program, sales divided by offers also should be tracked. This is an important measurement, because it is a true conversion rate. It should be tracked by CSR to provide a sense of the sales skills of the CSR, and by offer to provide a sense of the strength of the offer. The downside to this measurement is that most centers will need to track offers manually.
Finally, it’s also important to measure offers made during calls by CSR. This metric provides a comparison; it will help identify reps who are not making cross-sell attempts. You’ll be able to work directly with those reps to improve results quickly.
Marketers who take the time to develop a well-planned and carefully executed upsell and cross-sell program will realize a significant return on investment and will improve the profitability of almost any contact center. u
Deborah E. Pearlman is CEO of DKP & Associates Inc., a telesales consulting firm specializing in improving call center performance. Her e-mail address is firstname.lastname@example.org.