Financial Impact of Phone Conversion Improvements

What if you could convert just one more call a day? 1 call a day X 5 days a week X 52 weeks = 260 conversions a year. Assuming $500 average ticket, that is $130K extra revenue per year. That doesn’t even factor in potential membership revenue (Membership agreements are part of your sales process, right?). The best part is this is achievable without any additional marketing spend. So how do we do it? 

• Measure your conversion rate!
• You must know how many times the phone rang every day requesting your goods and services
• Listen to calls
• Role play
• Ongoing training for your CSRs
• What gets measured gets improved – Call center KPI board

Establishing the right systems and processes are foundational to success. The framework for conversations is a perfect example. You need to guide the conversation in order to provide a world class experience, but don’t want to sound like a robot. First impressions are made in four to six seconds so you need to start with a solid greeting.

Build a Connection

People have many choices when looking for residential service providers. You have to be sincere in your approach and show empathy. Let them know how much you appreciate them and make sure to ask great questions to define exactly what their expectations are and how your company can over-deliver on those expectations.

Create Value Before You Quote a Price

You must earn the right to ask someone to exchange their hard-earned cash for your services. If you quote the price and build no value, you’re no different than any of your competitors. Paint a picture in their mind, and talk about the benefits of working with your company. 

Conclusion

Most of our business today still comes from phone, email, or chat. These inquiries are handled by our CSRs who often times receive the least amount of our time, effort, and energy to train them. To go in-depth and learn how to develop your CSRs, come to our next Service Business Live training event.