The experience the customer has with the company's agents will ultimately determine if their purchase is a one-time event or the beginning of a lifetime of sales and positive referrals. To be successful and grow, even during difficult economic times, each member of the call center organization must adopt the mindset that everyone has the potential to drive sales. It is important, therefore, to devise ways to improve the selling skills of the entire call center staff. Successful selling is driven by superb interpersonal and communication skills. It is no longer sufficient to know how to respond to a specific objection with a textbook answer.
Customers are too smart for that.
Agents must be able to empathize and relate to customers and ultimately gain their trust. It's All in Your Mind Adopt the attitude that success is obtainable regardless of economic conditions or the competition's tactics. The entire organization must place its trust in the call center agents to carry the business through difficult times. Managers must also make it a point to relay that feeling of trust to agents. Call centers must take the time to explore new ways to help agents reach higher levels of success.