How a call centre can increase call conversions

Every business relies on sales in one form or another. So if you have people calling your business to make an inquiry, it quite literally pays to turn that call into a conversion. A conversion could be a sale – or a precursor to a sale (like an appointment or consultation).

Conversions are so important that many businesses employ specific strategies just to turn calls into conversions. These strategies may include providing staff training on specific scripts, or having follow-up protocol. But did you know that using a call centre can also increase your call conversions?

young man at call centre

Let’s take a look at some of the many reasons why using a call centre can increase conversions:

Professional Customer Service Representatives

Smaller businesses often require their staff to tackle a variety of roles. For example, a company that specializes in home renovations may have carpenters, plumbers and electricians – who may all also answer the phone when someone calls.

And while these individuals may all be excellent at their respective trades, they might not have the necessary sales skills to convince the caller to schedule a consultation.

On the other hand, most of the sales reps here at Touch Communications don’t know the first thing about renovating a kitchen – but we are excellent at talking on the phone. Since customer service is our expertise, we know how to make the caller feel at ease and can instill the proper amount of trust and excitement in them to entice them to book a consultation.

24/7 Service

Most small businesses don’t have the budget to hire someone to be on call 24/7 – and even if they did, many wouldn’t get enough calls during off hours to justify the expense. But when you contract call centre services from Touch Communications – it’s like having your own personal assistant ready to answer calls anytime day or night.

This feature can be especially helpful if you sell products or services through your website. People enjoy online shopping because it’s accessible all the time and more convenient than changing out of their pajamas and driving to your location. Sometimes, however, a caller might have a question about one of your products and wish to speak to a real live person.

If someone is ready to make a purchase at 3:00 am, the last thing you want to do is make them wait until 9:00 am as they may end up changing their mind or buying from your competitor. A quick, informative chat with one of our helpful CSRs may be all that is needed to seal the deal.

Call forwarding for emergency service

If your business offers any type of emergency service, you want to be sure that calls can get through to the right person. A caller with an emergency is not going to wait very long to get through to the right person – they will move on and find another business that can help them.

If one of your callers has an emergency, the CSRs from Touch Communications are trained to assess the situation and transfer the caller to the appropriate person in your company – which usually results in a conversion.

If call conversions are important to your business – and they should be – contact us today to learn more about how we can help.

2 thoughts on “How a call centre can increase call conversions

  1. Pingback: 5 Tips for Best Live Call Answering Script | Hamilton ON

  2. Pingback: Increase your Conversion Rate with Professional Live Call Answering

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