Relationship Sales Strategies Increasing Sales in the Call Centre

Relationship Sales Strategies

Increasing Sales in the Call Centre

Relationship Strategies can Increase Sales in the Call Centre with No Risk and Low Cost Pushing too hard for the sale during the call can hurt relationships and future sales Relationship strategies can use information collected in the call from non-buyers and use it to continue selling after the call with customized mail, email and micro-sites These strategies can double sales with no risk to current sales levels They are now easy to test and implement

Pushing too hard for the sale during the call can hurt relationships and future sales

Relationship strategies can use information collected in the call from non-buyers and use it to continue selling after the call with customized mail, email and micro-sites

These strategies can double sales with no risk to current sales levels

They are now easy to test and implement

The Potential Longer-Term Impact of Selling on an Inbound Customer Service Interaction Over-emphasizing sales can hurt relationships.

How Relationship Strategies Can Sell More Business as Usual Relationship Strategy Inbound Call Sale No Sale No Feedback Automated Relationship Sales Program Issue Resolved Initiate Dialogue Collect Feedback Close The Call

Actual Results: More Sales after ‘No Sale’ Calls More sales 70% of callers who did not buy will provide feedback Use this feedback to create further interaction with mail, email and micro-sites Results in 4% increase in sales Exceptional ROI More value Higher customer satisfaction Lower customer attrition Higher employee satisfaction Lower employee turnover Little employee training

More sales

70% of callers who did not buy will provide feedback

Use this feedback to create further interaction with mail, email and micro-sites

Results in 4% increase in sales

Exceptional ROI

More value

Higher customer satisfaction

Lower customer attrition

Higher employee satisfaction

Lower employee turnover

Little employee training

Collect Feedback for the Relationship Sales Program Ask 4-6 key questions Ask permission, be brief, be helpful, gain trust, solicit feedback Very easy for the agent Agent does not ‘hard’ sell and feels helpful Small talk time increase easily justified 70% callers will share feedback 50% - Needs, preferences, interests 50% - Decision timing & factors This feedback is used to create sales material sent after the call

Ask 4-6 key questions

Ask permission, be brief, be helpful, gain trust, solicit feedback

Very easy for the agent

Agent does not ‘hard’ sell and feels helpful

Small talk time increase easily justified

70% callers will share feedback

50% - Needs, preferences, interests

50% - Decision timing & factors

This feedback is used to create sales material sent after the call

The Selling Automatically Continues After the Call The right follow-up strategies are selected using Call Data and Existing Data The selling continues with customized mail, email and micro-sites The customer feels like you care, you listen and you are responsive More sales are generated Customer Follow-Up Strategy After-Call Sales Contact Call Data

The right follow-up strategies are selected using Call Data and Existing Data

The selling continues with customized mail, email and micro-sites

The customer feels like you care, you listen and you are responsive

More sales are generated

How the Raybec Solution Makes It Easy To Sell More After the Agent Completes the Call Raybec FUSE automatically continues to sell: Selects the right strategy Creates and delivers customized mail/email Generates personalized micro-sites Presents the right offers The strategy engine uses call data and your existing data to select: Media (mail or email) Frequency Offer, creative, copy Micro-site content Tracking, and analysis provide real time reporting

Raybec FUSE automatically continues to sell:

Selects the right strategy

Creates and delivers customized mail/email

Generates personalized micro-sites

Presents the right offers

The strategy engine uses call data and your existing data to select:

Media (mail or email)

Frequency

Offer, creative, copy

Micro-site content

Tracking, and analysis provide real time reporting

Mechanizing Best Sales Practices Increases Results Thank the customer Reference details discussed in the call Automate best sales practices to: Align benefits with expressed needs Correct misinformation Handle objections Be timely and relevant Select appropriate content to influence the purchase decision Click to Micro-Site Personalized Micro-Site

Thank the customer

Reference details discussed in the call

Automate best sales practices to:

Align benefits with expressed needs

Correct misinformation

Handle objections

Be timely and relevant

Select appropriate content to influence the purchase decision

Case Study Relationship Sales Strategies for Call Centers Increasing Sales, Retention and Satisfaction Presented at : Purdue University Call Centre Campus Las Vegas Conference

Agents asked for Feedback. A Thank You Card was sent as a follow-up Process After issue resolution engage the customer in a dialogue and collect feedback If the customer does not call us: Use targeted mail program to solicit feedback Use the feedback in a customized Thank You (Sales & retention effort) Measure impact on sales and retention

After issue resolution engage the customer in a dialogue and collect feedback

If the customer does not call us: Use targeted mail program to solicit feedback

Use the feedback in a customized Thank You (Sales & retention effort)

Measure impact on sales and retention

Customer feedback was collected Feedback gathered included: Preferences, attitudes & concerns Product/service satisfaction Intention to renew Decision factors Sensitivity to price What we are doing well How we can improve Competitive influence Probability of cross-sell Interest in specific areas Feedback was combined with historical data: Single/multi line Claims data Affinity group Renewal date Tenure Cohort statistics Demographic, geographic

Feedback gathered included:

Preferences, attitudes & concerns

Product/service satisfaction

Intention to renew

Decision factors

Sensitivity to price

What we are doing well

How we can improve

Competitive influence

Probability of cross-sell

Interest in specific areas

Feedback was combined with historical data:

Single/multi line

Claims data

Affinity group

Renewal date

Tenure

Cohort statistics

Demographic, geographic

Sales and retention results were outstanding Sales increased by 5.6% (from X% to X% plus 5.6%) There is statistical certainty that the test worked. There was as significant increase in retention. Increase in Sales + 5.6% Measurement was tracked with statistical confidence of 95% for 12 months 5.6% X%

Sales increased by 5.6% (from X% to X% plus 5.6%)

There is statistical certainty that the test worked.

There was as significant increase in retention.

What was learned… Adding the Relationship Sales Program dramatically increased sales without introducing any risk to current performance. Staff are genuinely excited about the relationship process. The results far exceeded highest expectations.

Adding the Relationship Sales Program dramatically increased sales without introducing any risk to current performance.

Staff are genuinely excited about the relationship process.

The results far exceeded highest expectations.

How To Get Raybec Working For You Test it. Raybec will: Work with you to design a successful strategy for more sales Write transition scripts to ensure that key feedback is captured Create links to securely transfer call and other existing data for post-call marketing Repurpose your current creative or design new material for follow-up mail, email and micro-sites Create and deploy all the follow-up sales interactions Measure it. We will track and measure results against an expected ROI model Roll it out. Raybec makes it easy for you to expand on your success and will work with you to revise and optimize strategies each quarter

Test it. Raybec will:

Work with you to design a successful strategy for more sales

Write transition scripts to ensure that key feedback is captured

Create links to securely transfer call and other existing data for post-call marketing

Repurpose your current creative or design new material for follow-up mail, email and micro-sites

Create and deploy all the follow-up sales interactions

Measure it.

We will track and measure results against an expected ROI model

Roll it out.

Raybec makes it easy for you to expand on your success and will work with you to revise and optimize strategies each quarter

More Sales. NOW. Relationship Sales Program can increase sales from existing calls. Agents ask a few key questions Raybec takes care of the rest Existing Agents. No Training. This is a natural use of the agent’s current skill set Add a little talk time to realize the full sales potential of each call Easy to Execute. Raybec’s Relationship Sales Program make it easy to create More Sales. Right. Now.

More Sales. NOW.

Relationship Sales Program can increase sales from existing calls.

Agents ask a few key questions

Raybec takes care of the rest

Existing Agents. No Training.

This is a natural use of the agent’s current skill set

Add a little talk time to realize the full sales potential of each call

Easy to Execute.

Raybec’s Relationship Sales Program make it easy to create More Sales. Right. Now.