Support Pay-Per-Call with Call Center Best Practices Part 1

Today, the call center industry worldwide is alive and well. New positions are added quarterly as more and more businesses take advantage of call center operations to remain competitive within their industry. As pay-per-call marketing continues to provide a valuable source of quality, high converting leads, many organizations are including this method as part of their overall digital marketing strategy. That being said, there are many factors a business needs to have established at their call center level to ensure that when pay-per-call leads are being transferred to agents that they receive an exceptional customer experience and convert into repeat clients. Below, we will take a look at the top items to retain your call center staff and provide a better customer experience.

Begin with the Interview Process

Your sales agents are the lifeline of your call center and the first point of interaction for your incoming leads. It is essential to select and hire talent that will represent your business in a positive manner and help drive your growth.

It is recommended to use a competency-based interviewing approach which is essentially a structured interview process. Agents are required to work through a number of assessments and scenarios which will help indicate to recruiters their overall skill level and identify the best performers. When hiring for a call center, it is beneficial to hire a group to start at the same time for training versus individual employees. This way they can train together, gain a better understanding of the company values and create team relationships before hitting the floor on their own.

Communication

While call monitoring and quality scoring is an essential part of call center management, so is scheduling one-on-one time with agents to coach and provide feedback. This has two benefits – agents get to be involved in their performance plan and managers can share ideas and personalized tips for how to succeed within their role. Remember that communication is collaborative – allow agents to do most of the speaking during your one-on-one session and be engaged in their performance and business contributions.

Ask Customers

Don’t be shy to ask your customer how they felt about their experience. Implement customer feedback surveys to gather data that will help identify necessary changes and agent coaching that will improve the customer experience in the future.

Stay tuned for more call center best practices that will help maximize your pay-per-call campaign success. For more information on how CallerReady’s lead-to-call automation can help increase your call center sales, connect with a member of our team today.