How to Optimise Your Inbound Calls

Calls are a key part of the path to purchase in many industries. Customers who call you tend to buy more, make a purchase quicker and remain a customer longer than customers from other channels (research by Forrester Consulting). The fact is, not every item is a commodity. Customers still call to order flowers and contact lenses, or to ask if an auto part or furniture item is in stock before visiting the store. How your staff handles these calls can be the difference between a sale for you and a sale lost to your competitor.

Optimising the call experience is important, especially if you offer high-price tag or custom items. So, how can you ensure every call has the best chance of converting to a sale?

Consider these steps to get the most out of your inbound calls:

Wondering how to perform some of these steps? Use Call Tracking and Analytics.

Call Tracking and Analytics not only provides information at a macro-level (volume of calls, where they came from and how they performed) but can also provide insights into what happened at a micro level.

Analytics can show why a call succeeded or failed, so you can act. Call Tracking and Analytics can also surface trends as they unfold so you can address them. Keywords and phrases that indicate a high rate of conversion can be woven into your phone scripts. Then, employees or agents can be trained to follow the scripts. You can also gain caller data that allows you to create look a  like audiences on social media, so you can target potential customers. Call Tracking and Analytics offers a broad range of insights that can help your company maximise revenue and opportunity at every stage of the phone journey.

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