Earlier this year, Blue Corona revealed a new service called Smart Selling—which offers a detailed curriculum and coaching plan for customer service representatives (CSRs) to help companies book more appointments from their existing lead pool.
Admittedly, you don’t often think of CSR training as your typical offering from an online marketing company. This would be the time to tell you that we’re not your typical online marketing company, but I’ll refrain because I’m not super into clichés. 😉
How Smart Selling Was Born
A huge component of our internet marketing philosophy is to track all of your marketing strategies. Since everything on the web can and should be tracked, no business owner should have to rely on his or her gut instinct to make marketing decisions.
Since most of our clients are in the need-based home service industry (where phone calls greatly outnumber online contact form submissions), being able to track phone leads is vital.
But of course, not all phone calls are leads. In order to accurately track phone leads, we listen to every single one of our client calls. This may sound tedious, but in doing so, we can determine whether or not the calls are leads, attribute revenue to each call/strategy, and even recover lost leads.
How CSR Training Helps Your Online Marketing
After listening to thousands of calls, we started picking up on all the mistakes that call handling teams make that cost them leads. We realized this was a HUGE leverage point for our clients; by closing more of their inbound leads, they’d get a much better return on ad spend for each marketing strategy across the board (as long as those strategies were producing qualified leads to begin with).
Does Your Team Need CSR Training?
If you’re not currently doing anything to track and monitor your CSR performance, it’s hard to tell! If I had to guess, I’d say very few businesses invest in strategies to monitor, analyze, or improve the way their calls are handled. To compare, I’d also guess most are investing thousands of dollars every month on marketing to make their phone ring. There’s a huge opportunity here!
What Goes into Our CSR Training?
Step 1: CSR Team Tracking
We start by tracking, recording, and listening to your inbound calls. Think of it like an audit. During this phase, we’ll set specific CSR goals and provided you with detailed scoreboards and progress reports.
Step 2: Set a Personalized Strategy
Here, we’ll identify your team’s key strengths and improvement opportunities. For example:
Do you have a lot of missed calls? Would it be helpful to add another CSR?
Do you get a lot of price shoppers? Does your team know how to handle them?
Are all your CSRs clear on your service offerings and service areas?
Are customers being put on hold for too long?
Step 3: Bi-Weekly CSR Coaching
The third step is ongoing coaching to train your CSRs. One thing we’ve found is that simply recording the calls and letting people hear how they actually sound on the phone is a powerful teaching tool itself! In addition, our tailored curriculum and practice call scenarios will give your CSRs the confidence to book more appointments or close more leads.
How Can CSR Training Help Grow Your Business?
Let’s say your average revenue per job is $750 and you have a 45% booking percentage. If you invested in a program to improve your CSR’s booking percentage to 55%, you’d increase your revenue by almost $19,000 every month!
About The Author: Lexie serves as Blue Corona's Content Marketing Manager. She's also the author of our soon-to-be famous, and someday to be written white paper, "Horse Hat SEO: Giddy-Up Your Google Rankings."
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