Artificial intelligence and digital transformation are two main factors responsible for evolving customer expectations. If a business is successful in delivering consistent and innovative CX, people will notice. This can result in the company attracting more prospects, retaining its old customers, and building a solid rapport in the market.
Employers can ensure to deliver a quality customer experience through a contact center. Companies should consider the call center sales trends to get a futuristic view of how technology will help in offering an exceptional CX. Also, considering how this solution builds a strong relationship with the audience, companies must provide call center sales training to the agents. But why? Let’s find out!
Why Should Businesses Offer Call Center Sales Training?
Businesses offer sales call center training to the staff in an attempt to improve conversion rate and average order size. At the same time, it is done to enhance the overall customer experience. Providing agents with the right training can unlock their true potential, helping them in cross-selling and upselling services to customers which translates to more sales and profitability. When a customer calls in to ask for help on one product, the experts can use the opportunity to explain how another product of the company can alleviate some of their pain points. They can also discuss upgrades, support packages, and add-ons to make customers feel like they have been serviced properly.
Top 5 Call Center Sales Trends You Must Know
The importance of contact centers cannot be undermined. They are crucial for the success of any business. Most companies realize this and opt for an outsourcer that provides contact center services while others prefer to handle this business function on their own. Regardless of what one chooses, here are some important call center sales trends that every employer should know about:
1. Provide Contextual Support with Omnichannel Solution
Businesses can opt for the omnichannel contact center to provide excellent contextual support to customers. This solution enables employers to provide a consistent experience across all platforms such as mobile and desktop. Omnichannel makes it simpler to navigate between company touchpoints which allows agents to carry out conversations seamlessly through different channels. Unifying customer communications gives a number of useful perks such as:
- Helps in resolving customer issues quickly.
- Allows agents to identify opportunities for future sales.
- Gives companies an improved context for their customers.
2. Leverage Co-Browsing Solutions to Improve FCR Rates
Sometimes, customers encounter complex issues that require them to interact multiple times to acquire the perfect solution to resolve the problem. When they do that and communicate with the contact center agent more than once for the same issue, the customer experience gets diluted. In such a scenario, co-browsing is the ideal solution.
With co-browsing, agents would take care of all the customer queries in the first contact by minimizing the multiple call-back times and call transfers. This will boost customer satisfaction. Employers should also manage their inbound contact center needs by recruiting experienced and skillful staff that can manage customer requests timely and expertly.
Here is how leveraging co-browsing solutions can make FCR better:
- Enables contact center agents to attend to customer requests quicker.
- Engages in root cause analysis. It figures out the real reason why customers have connected with call centers and then that information is used to fix specific issues at the source.
3. Integration of AI for Better Sentiment Analysis
AI voice agents can easily attain granular data around every customer interaction. This information can then be fed into the analytics engine which will help in optimizing the contact center process. AI tools like sentiment analysis are also of great help. It will make the process more efficient by identifying the sentiments of customers.
Sentiment analysis determines the overall sentiment score of the contact center. It works best when combined with predictive analytics. The tool helps in finding the tone of customer expression by searching for specific keywords. This helps agents to analyze as well as manage customer experience across various touchpoints throughout their journey with the brand.
The AI-enabled tool manages calls in an intelligent way. The tool routes the calls to the right agents at the right time and automates the ticket prioritization process which not only improves the productivity of the agents but also ensures a high-quality customer experience.
4. Obtain Customer Insights with Contact Center Analytics
Digital tools have become increasingly sophisticated. They can help businesses understand what is happening, taking their dependency away from manual monitoring and observation. Data analytics empowers employers to take important decisions for supporting business growth. Analytical tools can be used to improve customer conversations and for gauging customer satisfaction levels. It can also be relied on to provide real-time updates on customer experiences. This information will polish up the performance of agents, making them more adept at handling customer concerns competently.
5. AI-Powered IVR and Voice Bots
An IVR system may appear impersonal but when combined with AI, it can fix problems and offer an unparalleled customer experience. AI-enabled tools have the tendency to understand statements instead of presenting users with a set of choices. Also, it is because of artificial intelligence that a predefined input provides a different output based on what the system has learned through probability calculations.
Voice bots can recognize voice commands seamlessly and can respond to queries via voice and text. As speaking and listening are the main parts of communication and obtaining data, the evolution of voice bots can complement this natural process. It will be the next level of AI-based interactions that can become a huge part of both inbound and outbound contact center trends.
Conclusion
The contact center is the differentiating factor that enables businesses to thrive in a highly competitive market. In fact, it is predicted that the global market for call centers will reach $496 billion by 2027. The future of contact centers appears to be more predictive, and data-driven. New technologies will impact the ecosystem of call center communications and operations. Employers can expect the emergence of intelligent IVRs and voice bots to drive contact center innovations which will lead to improved overall customer satisfaction.
People Also Ask:
How to be a good call center sales agent?
A good call center sales agent should know how to empathize with the customer. You should also have effective communication and problem-solving skills.
How to improve call center sales?
It is imperative for employers to train call center agents and empower them to upsell and cross-sell to boost the overall sales of the business.
What do sales mean in a call center?
Ans: It refers to the promotion of a company’s products or services done by call center agents when communicating with a customer.