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How Do I Know if My CSRs Are Good?
If you’ve ever called Blue Corona, there’s a good chance that Erin has answered your call. If Erin represents the first impression you get of our company, then I can say with 100 percent certainty that your first impression is a positive one.
As one of the first four employees at Blue Corona, Erin serves as the glue that holds the cardboard walls of our office together (ok, our office isn’t THAT haggard). Overseeing the call tracking team, Erin helps make sure our clients get the full picture of how effective or ineffective each of their marketing strategies is.
Did you know that most service businesses receive three to nine times as many phone inquiries as they do online inquiries? Without phone call tracking from Erin and her team, our clients would miss more than half the picture of when it came to measuring their marketing ROI.
But while phone call tracking can tell you the volume of calls each of your ads has produced, there’s more to the story. Just because you’re getting more phone calls through your marketing efforts doesn’t mean that those calls are leads, or that your customer service reps (CSRs) are helping you turn those leads into sales. With call tracking alone, you miss out on this valuable data!
What Call Intelligence Reporting Can Tell You About Your CSRs
Whether your CSRs realize it or not, they are essentially a sales rep for your company—offering a first—and possibly last impression of your company to your potential customers (as I mentioned above, Erin is the epitome of a great first impression for Blue Corona). That’s why regularly auditing your call handling team is crucial for testing new sale strategies and tracking your success rate. One way to do this is through Blue Corona’s Call Intelligence Reporting (our BEST customers fully embrace this service).
When you sign up for Call Intelligence Reporting from Blue Corona, our call analytics team listens to and tags every single one of your calls. We then turn this data into an easy to read report and highlight certain takeaways about your CSRs, such as:
- Whether you have a large number of missed calls.
- If your CSRs are polite and knowledgeable.
- If your leads convert into sales or appointments (If not, why? Is it due to a CSR error?).
- What is your CSR close rate and who are your best CSRs.
- What obstacles your CSRs face.
- If there are any ways your CSRs can improve.
Common CSR Errors
Because our team listens to a lot of calls, we’ve picked up on plenty of common CSR errors to look out for, including:
- Failing to capture the lead information right away. One of the biggest mistakes that costs companies valuable phone leads is simply failing to capture the lead information right away. Make sure to ask for the caller’s name, phone number, and location early on in the call. Our call tagging services allow us to recover a lot of these otherwise lost leads for our clients. In fact, we once helped one of our clients recover a lead for a $30,000 commercial job!
- Passing off the call too quickly. Whether you pass the call on to someone else, to someone else’s voicemail, or give the customer another number they should call instead, it’s vital to still get the customer’s lead information or else there’s no way to recover the lead.
- Letting the customer dictate the call. Although it’s important to listen to the caller, it’s also important for your CSR to assure him or her that your company can resolve his or her issue.
- Providing false info. We’ve heard plenty of CSRs tell a caller that the company doesn’t offer a certain service or serve a certain service area when this isn’t actually the case!
- Telling the customer you’ll call them back. While sometimes this might be necessary, it unfortunately gives the caller more opportunity to get in touch with one of your competitors.
- Excessive hold time. While what constitutes excessive varies, we tend to flag excessive hold time as any call that’s dropped after being on hold for longer than a minute or two.
- Not booking the appointment on the first call. To convert more calls into sales, try to book the appointment on the first call. You can do this by creating a sense of urgency by offering an incentive to book now as opposed to later, such as waiving the trip fee or offering a free estimate. This can help convert some of those callers who are just price shopping into actual customers.
- Rude or otherwise unprofessional demeanors. Whoever answers the phone call is the first and sometimes the only impression of your company. Your tone of voice is crucial, as well as your opening line. Make sure to include the company name, who you are, and of course, ask how you can help.
Interested in Call Intelligence Reporting from Blue Corona?
As a business owner, you cannot be everywhere at all times. With our Call Intelligence Reporting, you have a special insight into your customers’ experience when calling your company. By having a better idea of your company’s customer service, you can better accommodate staffing needs, training needs, and have the opportunity to reward great employees for a job well done. With a new perspective on your customer service and you customer’s needs, you can then make the internal changes necessary to capture future leads.
For more information on how your company can benefit from our Call Intelligence Reporting, contact our online marketing experts today!
About The Author: Blue Corona is a data-driven online marketing company with offices in Gaithersburg, MD and Charlotte, N.C.
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