A few days back, I received a call from an agent of some XYZ company. The agent there was busy explaining what his organization does. He was continuously focusing on the point to buy services from them and blah…blah…Little he was interested in, listening to me.
Things may go drastically go wrong if as a call centre executive, you fail to satisfy the actual need of your customer. It usually occurs due to the mismatch in the ratio of talk to listen during your attempt of delivering call centre services.
Therefore, all you need to be is perfect, when it comes to make an outbound call attempt to the customer rather than too garrulous or too quiet.
In this article, we will be looking out at the ways to manage the ratio of talk to ratio in an apt manner.
Let’s dive in!
Why it is Important to mandate the Ratio of Talk to Listen?
The answer to the question in one simple line could be– ‘Who doesn’t like to get acknowledged?’… I guess almost everyone loves to get listened.
The agents of the call centre are trained well enough to explain the list of benefits to the customer of their product or services through their call centre services.
Explaining the ins and outs of the business is important… but so is listening to the customer’s point of astriction.
The better service is meant only to serve the requirement of the customer or prospectus clients. The effort to pitch the client in the affirmative manner doubles, when you are hitting on the cold lead through the outbound call centre.
How to Push the Ratio of Talk to Listen in Outbound Call Centre?
Till the time, it is clearly known that talk to listen ratio plays a dominant role in designing the call centre strategy.
The market is open to several challenges that can escalate the virtues of the business if followed well in a dedicated manner.
Let’s have a quick look over the ways how the talk to listen ratio can be managed to gain more out of call centre services:
1. Follow the Golden Rule of Talk to Listen
Experts of marketing believe to the fact that mandating the ratio of talk to listen is as important as balancing the ratio of sugar and milk to make a kickass cup of coffee.
Reports from Sales Hackers shows that ‘The top closers of the market follow the ratio of 43:57 when it comes to balancing the rate of talk to listen with the customer while pitching them with plans and deals’.
Thus, working on the golden rule of the call centre’s pitch to listen can help the call centre executive in digging out the leads with the motive of the sales conversation.
On the obvious note, when the executive makes the very first call to the customer for pitching the product or service.
It is the most likely situation that the customer is unaware of your terms and technologies used by the agent. Therefore, it is somehow viable to have certain queries and experience sharing sessions. As a result, following the trail of rule builds the trust factor among the customers that further bolsters in retaining them for a longer span of time.
2. Giving Room for Utmost Consideration
Consideration can further be understood as ‘attention’ given to customer’s keynotes and agent’s efforts.
Let’s say as a call centre executive, you made a call to the customer in the busy hours of the day. There are most likely chances that customers may get irritated if you continuously tend to push the conversation.
Therefore, in that situation give the room of attention to customer’s little details such as busy hours, interest in the product and more important tone of the speech.
If you are respecting the customer’s emotions and time, then the chances are high to close the deal with follow-up calls, proving the beauty of talk to listen ratio.
3. Drive the Customer – Engagement Cycle
It is quite possible that at the current moment you are convinced that managing the ratio of talk and listen is important.
But how are going to track your move whether you are in the right direction or not?
According to Jeff Shore, ‘The starting 30 seconds of the call is the stage to set the atmosphere for continuing the conversation towards the closing of the sale. Whereas, the next 30-60 seconds can be decisive but still not gives a clear idea if the customer is interested or not. To the add-on, the next few seconds can drain your efforts – all due to less engaging conversation’.
Thus, the more you pitch interestingly, the more will be the chances of better talk to listen ratio.
The inputs from the end of the customer in any form bolster in making the call interesting, hiking-up the chances for positive ending with sales conversion.
Customer engagement is the only key when it comes to churning the benefits out of the business.
Thus, we can conclude to the point that it is prominent to value the importance of the customer. If the customer shows genuine interest by participating in the conversion, there are higher chances for qualified follow-up calls and better conversions of sales. So, speak less, listen more when delivering the call centre services.