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How To Know Youre On A Winner
The catchword today for business is flexibility. With changes in suppliers, customers, and the processes connecting them altering almost daily (or so it seems) the future clearly belongs to the organisations which can adjust to change quickly and effectively. The good news for Call Centres is that, unlike more traditional sales organisations, the modern Call Centre has the equipment in place to measure this easily. Instead of doing a sales training course and then waiting some weeks or months before you can reasonably evaluate the effectiveness of the course, the Call Centre can institute any change regarding CRMs and measure its effect on sales on a frequent, regular basis. In the traditional face-to-face small-scale operation, the manager can make the change but not be sure of its effectiveness or whether the change is due to the changes instituted as things change anyway. How do you know the improvement in sales is due to the new processes or due to something else? Or what if it is successful - how long does it last? And what does this mean in practice? At CustomCall, in line with its company Core Value of Continuous Innovation, this issue was dealt with in the following way: 6 CRMs from 4 different teams were brought together for 2 hrs for a workshop to improve their sales. Then the sales conversion rates were measured over a one month, two month and three month period. These results were compared with their results for one two and three months preceding the workshop. This produced an improvement of one month + 11.43% Looks good but maybe everyone else changed too without any training. So the same comparison was done with the whole campaign. Comparing Campaign After-workshop-date to Before-workshop-date sales gave the figures: one month –1.37% Removing the changes which happened anyway for the whole Campaign, the final difference for the effect of the workshop on the training group was: one month +12.80% Over three months the workshop produced a 16.95% increase in sales conversion rates. Then the workshop was repeated for another 6 CRMs and after only one month the change (minus Campaign change) was 16.30% improvement in sales conversion rates. Getting CRMs from different teams means the change is not due to one Team Leader for some reason bringing about a special improvement. Comparing the test group with the whole Campaign means they're not undergoing an improvement which is happening anyway, as the full Campaign serves as a control group for the test group. This makes measurement a no-brainer. Interestingly when I told one of the CRMs his sales had gone up 45% over the three months he said "Oh I didn’t realise". So even those who benefit from change are not necessarily the best judge of the value of that change, Luckily with mechanisms in place to keep track we can make an informed objective judgment. That was just one example but since all modern Call Centres have the equipment in place to do the same, it's a waste of resources if they’re not doing some research like this at this very moment. Maybe giving a group of CRMs an apple a day would result in increased sales. Maybe giving them an extra 10 min break would do that too. Maybe oranges would be better. Who knows? The key is to try something and then measure it. (c) Jon Lonergan 2005 Jon Lonergan NLP Consulting
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Careers and Employment How To Know Youre On A Winner The catchword today for business is flexibility. Phone Tips To Get Things Done: Professional Phone Skills It happens all the time, you hear someone over the telephone and you make a generalization about the person you are speaking with. It may not be fair and it is akin to judging a book by its cover, but it's true nevertheless. Telemarketers May Have Ruined Everything I had to really look at things a little different when I started calling people. Now I am not a telemarketer. I call people only when they request it. Overcoming Objections Over the Telephone In sales, one of the things you will be doing a lot of, is making phone calls. You can't escape it. It just comes with the territory. How to Make Sales with Noisy Kids in the House Kids play hard, and sometimes that means they play really loud in the midst of exploring their worlds and role playing with siblings and friends. 7 Ways to Jump Start Your Cold Calls Cold calling has to be one of the most feared aspects of every sales person's and business owner's day. With some important key tips, you can make cold calling painless and enjoyable and as easy as calling a friend. Conference Calling Evolved Originally the conference call was limited to businesses paying exorbitant fees to the telcos. For business, it still made sense economically because the costs were less than the travel costs involved in bringing the people together. Additionally, significant time savings are involved, both in terms of travel time and in being able to communicate fairly rapidly to an extended group. Closing That Big Sale With Conference Calling So you are in business. Whether it is micro, small, medium, or enterprise; you know the one key element you need to succeed in your business sales. How To Be A Cold Calling Superstar! Our emotions and feelings are changing all of the time based on our interpretation of events. Does this mean that even a sales superstar feels bad if they lose a big deal? Of course they do. They wouldn't be human if they did not. It's natural for your feelings to fluctuate as you go about your business. Sales Call Success - Turbo Charge Your Sales Calls Do you want to be a sales champion? There are a few small secrets that will help you achieve these goals. Telesales HEADSETS & TELEPHONES 10 Tips for Telephone Success The telephone is an often under-appreciated and much maligned piece of office equipment. Have you stopped to consider how much business you conduct over the telephone? These 10 tips will help you improve your telephone presence and presentations. Telsales Just Got Easier! Your sales structure for outbound calls can be summarised using the well know acronym AIDA (Attention, Interest, Desire, Action) we will explore at a high level what should be happening during a telemarketing call. Generating Leads Through Telemarketing Telemarketing is one of the most common ways that a business can generate leads. It is a versatile approach. Lead generation telemarketing can be inbound or outbound, meaning that systems use prerecorded messages and can dial either random numbers or numbers from an imported list. High Phone Bills Can Affect More Than Your Expenses I got a phone call today from a gentleman in Arizona. He wanted to talk to me about a report I downloaded from him about network marketing. I wasn't interested in network marketing, and I told him that. No More Cold-Calling? Well, Almost... We do not advocate cold calling in High Probability Selling. However, cold calling is necessary at times. The Cold Calling Conspiracy A consipiracy exists in the world of selling. A cold calling conspiracy. How To Get Your Phone Call Returned When selling your product face to face with a customer, they have no choice but to hear you out completely. Ask yourself this question, If they were listening to you describe your product on their personal voice mail, would they hear you out, or would they delete you? Telephone Sales Basics for Start-ups Everyone picks up the telephone to do business. Yet the word "telemarketing" has many negative connotations for people. However, telemarketing is merely a term for conducting business over the telephone. Whenever you pick up the phone at work to make or receive a call you are "a telemarketer". Over the years telemarketing has evolved into the following applications: Choosing a Phone Dialer that Works If you own or operate an outbound call center, you've probably heard quite a bit about various phone dialer systems. In fact, it's likely you are using one of the many systems currently on the market. While your current phone dialer may be adequate for your business needs today, you'll probably grow out of it shortly. Even if you are not anticipating high levels of growth in the near future, just staying competitive in the call center business means having the latest technology.
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Comment by Dr. J. Gregory Payne
