The best call centres always focus on selling products, even if their remit is to offer service. Here's what these companies do differently and how you can boost your sales capabilities.
Increase the amount of sales training during induction. You'll create an atmosphere where agents are expected to be good sellers, not just service agents.
Sales-focused staff are almost always great at offering service; however, traditional customer service staff often hate having to sell a product.
Ensure recruiters understand you need both customer service and great sales technique. Avoid scaring off candidates by mentioning "telesales" without context.
It takes time to switch a call centre from fully service to sales-orientated. Easy wins happen early, but don't panic if changes take time to bed in.
Use a large group of agents as your test bed. Create a dedicated testing team to quickly establish what's working and what's not.
If you incorporate a transfer process for new sales leads, ensure you've enough agents to take calls on the other end. Nothing's worse than a client agreeing to buy, then being asked to hold.
An immediate transfer to a sales agent will always convert higher than a callback. Always weight transfers higher.
This reduces potential animosity between sales and customer service staff over the quality of leads being transferred.
Include team leaders in agent training sessions. This makes it easier for them to reinforce learning and formulate the best ways to deal with reactions.
Not all agents will be pleased about "sales training". Always communicate why changes are being made and how they'll improve things — bringing agents on board with enthusiasm.