How to set up a company's call center to boost sales

When starting a business, an entrepreneur has many tasks. To promote your business, you need to create selling company accounts in social networks, set up paid advertising and launch a website. In this fuss, do not forget about the call center ‑ it can become a significant sales channel. You only need to take into account a few important points when creating it.

1. Distribute calls to employees

Communication with customers and sales are big tasks that should be divided into several stages. Otherwise, there is a risk that an employee who does nothing but take calls from morning to evening will quickly burn out and start talking with phrases like "I am alone, but there are many of you." This behavior can alienate customers. Distributing incoming calls, for example, depending on the topic of the question, will help prevent employee burnout. One specialist can talk about promotions and offers, another can talk about signing a contract, and a third will take over the work with complaints.

Modern corporate PBX systems allow you to set up incoming forwarding by managers and departments in automatic mode. It will also be useful to give calls a different priority depending on the needs of the business. If the company's current goal is to promote new products, requests for them should be answered with minimal expectation. And when you need to work on the quality of services, you should pay attention to calls from customers who want to give feedback.

2. Integrate the call center into the CRM system

A phone call is the customer's first point of contact with your business. In this case, it is important to have time to describe the advantages of cooperation to a potential buyer and work out possible objections. If an office manager answers the calls, he is unlikely to cope with such a conversation ‑ you will need to quickly connect a sales specialist.

In order not to waste time and customers, it is worth linking a corporate PBX to a CRM — so sales will immediately pick up the client. The information about the request will remain in the system, so you don't have to worry that the effect of a broken phone will work when transferring data from the employee answering the calls to the sales department. And the data will be stored in one place, and not on separate computers with passwords. If the main manager has gone on vacation or on sick leave, then colleagues will be able to take over his tasks.

At the same time, in modern corporate mobile services, it is possible to assign a separate specialist to the client. This way he will know that he has a "friend" in your company who remembers his story and is ready to help with various issues.

3. Set up the voice menu

This is an audible greeting that gives the primary information about the company. You can include the name of the organization and its work profile in the message — this way you can reduce the number of erroneous calls. In addition, the voice menu has an unobvious emotional advantage — it is a way to take care of customers. If the customer has a specific request, they use the menu to choose which specialist to redirect the call to, and do not get to a random person who may not know how to help him.

It is convenient to set up voice mail in the corporate mobile system. Incoming calls will be recorded automatically even late at night or on weekends and holidays when no one is in the office. You just need to warn the client about how long the response will take, and, of course, call him back within the stated time.

4. Make the room multi-channel

If the customer repeatedly hits the busy signal or waits for a long time until the manager can pick up the phone, it is unlikely that this will encourage him to buy. Setting up a multi-channel number will allow you to receive several calls at the same time so as not to lose potential sales.

It is also possible to make incoming messages arrive on employees' mobile phones. Managers will answer them regardless of whether they are in the office or not. In this case, the redirection will happen automatically — customers will only see the main company number. And the head will not have to leave dozens of contacts on the website or pages in social networks to communicate.

5. Collect call statistics

Such data will be useful to analyze the conversion rate and the quality of managers' work. If none of the 50 new applications reaches the deal, it is possible that sales specialists make mistakes somewhere.

Mobile business services allow you to collect information automatically in one place and record conversations. This is not necessary in order to spy on subordinates. This approach will help you understand the strengths and weaknesses of employees to help them become more confident and effective at work. For example, you can improve conversation scripts or organize corporate training.

Modern corporate PBX systems are able to automatically analyze conversations, evaluate dialogue by keywords or even intonation. But such services are only capable of primary analysis and do not cancel the work of the head — the decision on how to debug the sales algorithms remains with him.

6. Choose a beautiful room

It is important to pay attention to this option when searching for a suitable corporate PBX. Beauty in this case is not only a matter of aesthetics and prestige, but also recognition. Word of mouth can work here: if the digital combination is remembered at one glance at the advertising banner, then customers can easily transfer the company number to each other. It is not necessary that your contact consists of six identical digits, it is enough to repeat the first or last few of them.