Missed a call, monotonously communicates with clients and interrupts them. Does not work out objections – these are far from all the mistakes that sales department employees make. Read our article to find out how to telephony for organize the effective. Work of the department using virtual communication services.
The efficiency of the sales department depends on a number of key factors: the organization of business processes. The quality of the employees’ work, knowledge of the target audience. Modern cloud telephony allows you to solve each of these business tasks, let’s figure out how!
Contents of the article
- Organization of business processes
- Quality of work of employees
- Knowing your target audience
- How to choose telephony for a sales department?
Organization of business processes
With the help of virtual telephony, you can speed up internal communications, optimize the work of sales department employees with potential and current clients in different regions, automatically keep track of honduras phone number list the entire history of cooperation with clients and record agreements in different channels.
Unifi network. For fast communications within the company, for example, to communicate with colleagues from other regions, a unifi corporate telephone network is necessary. In this case, in a matter of seconds, you can transfer a call or intercept a client’s call if one of your colleagues is absent from the workplace. If necessary, it is even possible to join a conversation in real time to help a young specialist answer tricky questions from a client or suggest information about prices and models.
Thanks to a single network, you can collect statistics on all sales department calls in one place (number of receiv and miss, incoming and outgoing calls, customer waiting time on the line, duration of telephone conversations, etc.), maintain unifi reports and automatically create them according to the requir parameters: a specific time period, a specific region or sales managers.
It is impossible not to mention another advantage of a single network for a company – free calls. Even if the sales department employees are located in different cities and countries, internal calls are not charg. At the same time, any phones can be used for communication: landline and mobile, special IP or software phone . The main thing is that all phone numbers must be connected to one virtual PBX.
Virtual offices
To create a virtual office, it is enough to connect the phone number of the region of the Russian Federation or the country where the company plans to operate. Thus, the company becomes “one of its own” in any market. Clients call such numbers with great confidence, while talking to specialists on favorable local tariff plans. Nothing changes in the work of the sales department itself, managers remotely receive and process calls.
This format of doing business is especially relevant for those companies that plan to enter new markets, but are not ready to immediately hire employees and rent or buy an office. Remotely, you can assess the market potential, understand the needs and expectations of customers from different regions, and develop personaliz offers. You can also call customers from other cities and countries from local numbers. Business telephony capabilities allow you to use different phone numbers as caller IDs.
Remote workplaces. As we have already mention above, you can connect a smartphone or any other mobile device to the office PBX. This way, you can easily communicate with remote employees of the sales department, for example, a representative in the region, a manager on a business trip or an agent at the site. In this case, the user has access to all the similar functions for receiving and processing calls: voice greeting, IVR, call scripts and queues, recording and storing telephone conversations. And the client does not even realize that the manager is working outside the office, since calls come to a single company phone.
In addition, when organizing workplaces for sales department employees outside the office, an effective communication tool is the video conferencing service . This solution allows real-time meetings with clients, online meetings with colleagues, and participation in training webinars. Conference participants can demonstrate presentations and videos, conduct surveys, correspond and discuss with colleagues in chats and close groups. To connect to the service, you can use both a landline and a mobile phone, as well as a PC, smartphone, etc. The number of simultaneous meeting participants is not limited.
Integration of telephony into the current infrastructure
Virtual communications services are easy to integrate with various business applications that sales department employees already use. As a rule, telephony is combined with CRM systems. Thanks to such a connection, sales department employees receive new opportunities for managing their clients, for example, they can call directly from the client base, automatically transfer incoming calls to personal managers or responsible employees if calls come in after hours. In addition, all calls are automatically record, deals are creat in the CRM, the entire history of communications is kept in the client card, including conversation recordings and call transcripts with a summary.
Recently, sales department employees often use various messengers in addition to telephony to communicate with clients. In order not to lose all agreements and maintain a single communication history, you can integrate these communication channels with CRM. Thus, you can conduct a continuous dialogue with the client directly from the system, without having to switch between messengers and manually enter data into the client database. At the same time, the client himself chooses where it is more convenient for him to communicate with the sales manager. An omnichannel approach to work saves time for sales department employees and clients, there is no need to clarify previously reached agreements, transfer communication to another specialist, etc.
Quality of work of employees
It is important for a company to correctly develop a methodology for assessing and monitoring employee activity, and to think through training and motivation strategies. The capabilities of business telephony allow you to remotely monitor employee activity and assess their work after the first contact with a client, introduce a game element into the work of the sales department and thus motivate managers to fulfill the sales plan.
Employee performance control. The head of a department or the company as a whole can control the activities of their employees who work in the office and remotely. Moreover, it is possible to keep track of both quantitative and qualitative performance indicators. For example, the call log contains data on the number of receiv and missed, incoming and outgoing calls. Additionally, the waiting time of clients on the line, the duration of each individual telephone conversation and the average indicator are recorded. This information allows you to assess the workload of each specialist and group of employees, for example, different departments or branches, identify the strongest and most promising specialists, plan work during periods of high demand and advertising campaigns.
To understand the quality of employees’ work
It is enough to record and analyze phone calls. The manager can listen to the conversation with the client at any time to check for compliance with service standards: what intonation the manager uses, how he addresses the client, whether he follows the sales script, what words he uses and what questions he asks, how well he knows the product and navigates the assortment. At the same time, the capabilities of telephony allow not only to listen to calls and translate them into text, but also to receive short summaries of phone conversations thanks to the GPT language model. In addition, with the help of the speech analytics service, you can automate this process and assign the study of calls to work. The system itself finds words by important parameters, for example, the name of the product, the client’s dissatisfaction, the reasons for repeat calls.
Service quality assessment
Alternatively, the issue of call assessment can be delegat to clients. Using a point scale, they can independently assess the telephone conversation and specialist consultation immediately after the call. In this case, clients give assessments that are automatically record in the system. The manager immediately sees the average assessment score for the employee or for the entire sales department, as well as the customer satisfaction index, etc. Assessments are recorded dynamically, so reports can be generat depending on different time periods, for example, during the high season, the New Year holidays, summer vacations of employees, etc.
Another way to assess the quality of telephone service is to call clients to conduct a survey and collect feedback. This task can be perform by call center employees or a virtual assistant. In the case of robotic calling, a client survey can be conduct in the shortest possible time. In this case, the head of the sales department receives records of respondents’ answers, which can also be transcrib into text for more accurate study, as well as a summary of calls bas on the results of the survey. Record answers can be enter into the CRM and link to the corresponding client cards for a more detail history of cooperation.
Motivating employees and increasing their interest
Another task that modern communication services can easily handle is motivating employees. To increase employee interest, it is enough to introduce a game element into the work, for example, launch
It is equally important to motivate a remote sales department. To engage employees, it is effective to use video conferences, virtual meeting rooms, corporate messengers, chats, etc. Moreover, with the help of these services, you can not only discuss work issues, but also conduct employee training, improve their skills, participate in various marketing activities as experts, for example, speak at webinars or online conferences. To expand the horizons of employees, companies are increasingly holding theme nights, gatherings base on interests, challenges, internal competitions. Companies purchase paid licenses and invite interesting speakers to concentrate not only on work, but also to jointly engage in a favorite hobby: playing the guitar, gastronomy courses, photography, etc.
Knowing your target audience
Knowing the target audience (TA) is important at any stage of business: from launching a product to promoting it. Depending on the requests and expectations of buyers, the range of goods and services offere depends, as well as the strategy for interacting with customers, advertising campaigns and individual offers.
Analysis of current customers. As a rule, the profile of a potential buyer is drawn up by employees of the marketing department, but you should not write off sales managers, because they are the ones who learn first-hand about customer expectations. Base on requests, you can identify and satisfy requests to increase loyalty and profitability of the business. To solve this problem, companies connect the recording and transcription of calls. At any time, a sales department employee can listen to
To optimize reporting and segmentation of existing customers, sales staff often tag calls and use call summaries. Tags help classify incoming and outgoing customer calls and sort them by channels or sources of special number data customer acquisition. As well as by interest in various products, tone of communication, and the customer’s readiness to conclude a deal. Speech analytics services allow you to automatically analyze phone calls. Systematize the needs of existing customers, and determine brand awareness of the company and competitors.
Personaliz communication
All clients require a flexible approach to communications and interaction. Depending on their requests and expectations, you can use different sales scripts. In this case, a detail history of cooperation can be easily track in the corporate CRM. Where all contacts and phone call records are automatically duplicat. Here you can also see previous orders and agreements reach.
Companies often offer personal discounts and promotions for different advertising platforms and different target audience groups. In this case, using the call tracking service. You can quickly evaluate the effectiveness of a particular special offer and the response of the target audience. And knowing the client profile, the company chooses a special message style and the content itself. With the help of kcrj which communication with potential buyers occurs. In the future, bas on the advertising channel. Sales geography and the corresponding demand. You can more reasonably draw up a sales plan and easily adjust. It change the workload of sales department employees depending on the number of requests, etc.
How to choose telephony for a sales department?
Thanks to modern communication services. You can not only install telephones in your sales department from scratch. But also significantly increase the efficiency of your managers. The main thing is to take an individual approach to choosing telephony:
- Assess your current corporate telephone network . Do you want to connect telephony from scratch or upgrade your existing connection? Do you need an additional phone number? Do you use CRM, corporate messengers and other business applications?
- Calculate the volume of phone calls in the sales department . Look at the statistics.
- Determine the format of your employees’ work .
- Make a list of services that are mandatory . IVR, call scripts and queues. Multi-channel number, statistics and call recording. Integration with CRM are a must have for a modern sales department. What other services to choose depends on your business tasks.
- Compare offers from different providers . Does the business telephony provider have a demo version of the PBX or a free trial period. Evaluate the quality of communication. The level and speed of technical support. Study the network of partners and reviews of current clients, etc.
