Call Center Best Practices Questions

Prepping for a presentation on Call Center best practices and found a few questions that there are varied performance metrics measured...hoping to get some input from you Call Center/eCommerce Directors that may want to share.

1) How important is the 'empowerment' of the "BDC Director"? Especially with regard to input into the Floor Sales Process... what areas of opportunity lie in the "handoff" from phone to floor in terms of consistent experience for the customer?

2) Is it better to bonus the Call Handler for the show and the buy, or pay more and bonus just the 'buy'

3) How important is the 'confirmation process' to the show?

4) Who is best to make the confirmation call? Sales Manager, Sales Rep., Call Center Rep or other?

5) Please comment on your CRM adherence on both sides--Call Center and Floor Process... how have you brought success to total CRM data entry.....and

6) What is the best practice for no show and unsold follow up... Sales Rep, Sales Manager, Call Center?

Eager to get your thoughts!

Thanks,

Chip

2 members like this

▶ Reply to This

Replies to This Discussion

Permalink Reply by Bobby Compton on August 29, 2012 at 12:18pm

Greetings Chip!

I'm not a BDC Director but in my experience it has worked well to empower the Director the same as a Sales Manager/Used Vehicle Manager, to have the given ability to make decisions, call shots, structure deals and on the spot for credibility and fast acting process to make deals, rather than have to revert to a Sales Manager and take more time with middle men per say!~

Looking forward to experiencing your workshop, Sir!~

▶ Reply

Permalink Reply by Chip King on September 1, 2012 at 12:45pm

Thanks Bobby. We have measured some significant failure when the "Floor Process" doesn't match the expectations set in the "Phone Process", and notice that when that empowerment exists the hand-off is much more successful and the 'buy' percentages go up. Even to the point that it seems the Phone Handler does a much better job setting the appointment when they have confidence that what they are saying will actually happen for the customer! David Kain notes that the failure to win with even the best 'scripts' is often rooted in a lack of enthusiasm on the call handler's part when that wall between BDC and Floor exists.