Page 27 - The Compass - Volume 14 Issue 3

PURCHASING: IMPROVE YOUR BUSINESS WITH CALL-COACHING
by Kevin Gurski
f you aren’t properly tracking CSRs performance or investing in better appointment-setting techniques call-coaches deliver to
Itheir success, you aren’t maximizing their potential. CSRs need your employees, you are guaranteed to start increasing your
realistic goals based on data to create a baseline of performance appointment conversion rates and decreasing your missed
and to set goals. This is where call-coaching comes into play. Call- opportunities.
coaches work one-on-one or in a group setting with your CSRs 4. Give Management Time to Dedicate to Other Tasks
to hone their learned skills and guarantee they’re applying those Although it is always recommended to continuously meet with
skills to every phone call. Now the question you are probably your employees on a one-on-one and team basis, call-coaching
asking yourself remains: How exactly can call-coaching help my gives managers time to focus on other tasks. Rather than spending
business? your time listening to employees’ calls and delivering feedback,
1. Enhance Brand Awareness & First Impression call-coaches have more time and expertise to deliver feedback
When a potential customer sees or hears about your business and on a regular basis. While CSRs are meeting with their dedicated
calls, your marketing dollars have worked. It is up to your call- call-coach, you can focus on other tasks.
handler to give a good impression and gain the caller’s business. Ready to implement call-coaching in your business?
If a caller is met with a call-handler who is less-than-enthusiastic, CallSource has teamed up with Learning Alliance to deliver SGI-
is uninformed about your services, or does not give that caller specific scorecards and coach based on their standards. Contact
a great impression, you could lose them. Call-coaching ensures Josh Oosterhof at CallSource to see how their call-coaching can
CSRs apply the proper tone on each call, say and ask the right start helping your business today.
things to build rapport, and form a real relationship over the
phone Josh Oosterhof: (888) 732-0123 or sgi@callsource.com
2. Increase Appointments Set & Profitability
The goal of any call-handler is to book the appointment. The CallSource’s Call-Coaching is based on CallSource’s expertise in
number of appointments booked directly correlates with your recording and analyzing your phone calls. Our live analysts listen
sales. Imagine adding even one additional appointment per week! to the calls and evaluate your call-handlers’ performance based on
What would that mean to you on a quarterly or annual basis? The Learning Alliance’s Telephone Essentials Criteria.
more appointments set, the more money for your business now You will now be able to track your lead management over time
and in the future with returning customers and great referrals. by employee and team, as well as your company’s performance in
3. Decrease Missed Opportunities comparison to other SGI members.
With better phone skills, call-handlers can set more appointments CallSource has been in business for over 25 years as an end-to-
instead of hanging up with a failed attempt (or even worse end marketing-attribution and phone- handling solution. CallSource
– no attempt!) to book the caller into an appointment. With services are available for both US and Canadian clients.
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THE COMPASS | Issue 3 | 2019 27