One of the biggest pain points for call center sales managers , in times of the new coronavirus pandemic, is how to increase sales during this period of crisis.
Customers are increasingly demanding, technologies are constantly changing, and goals are constantly being met. These are common fears and obstacles for call center sales managers, which affect these leaders even more at such a delicate time, in several aspects.
Given the current scenario, we have gathered some important and valuable information for this moment.
According to Compre&Confie, Brazilian e-commerce generated R$9.4 billion in revenue in April of this year. This represents an 81% increase compared to the same period in 2019. Online sales have skyrocketed due to the new coronavirus crisis.
TACTIUM brings some tips that are important for professionals who lead sales teams in call centers. Let's check them out?
1 – Prepare your team
An engaged team makes a difference at any time.
People have goals to achieve, bills to pay and it is common cayman islands whatsapp data for some to feel more fragile and need to be motivated more often;
This is the time to show that the company is on the side of the employee. Don't cut bonuses or benefits. Invest in information, moral support and incentive actions that make operators feel challenged at this time;
Demand from the team, but also give back in a meaningful way when service makes a difference;
Use recordings of good service in training sessions and recognize those who stand out even in times of crisis.
2 – Offer the best shopping experience for your customer
Agility in customer service directly affects the level of satisfaction, therefore, offering an omnichannel experience is essential in the current scenario;
Reduction in waiting lines;
Increase in the flow of calls answered and resolved;
A customer who has a positive experience is more likely to recommend the company to friends or give testimonials on social media.
If your type of business requires faster communication, WhatsApp can be your ally. Connect your service channels and ensure the best service for your customers .
3 – Sell more to the same customers
The cost of acquiring new customers is much higher than that of retaining regular customers, even though new customers are necessary and very welcome;
It is important to create strategies to increase the recurrence of sales to your current base, which means that you must invest in loyalty strategies;
Every retail business runs promotions, offers products, launches collections and takes advantage of the promotional calendar to increase its upsell. And this is when the manager and the sales team should use their customer file to contact them;
Send a marketing email or a WhatsApp message telling them about the news and special prices. Call the customer, if necessary, to make them feel important and to take advantage of the next day, with an unmissable offer.