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We came up with a good number of tips. It may be worth trying some of these in your contact centre. Here are a few: Implement a Phone-Call Blueprint A key approach for improving outbound telesales productivity is to implement a blueprint strategy.
As part of this approach a telesales agent should first complete pre-call planning, ensuring that they have clear call objectives, understand what they are selling and why the customer would have a need for the proposition, and helping them to maintain a positive attitude!
Clear introduction — this must stimulate interest. Effective questioning — ask probing and leading questions to ensure the conversation goes in the direction you intend; for example, what are their key issues and challenges?
Handle objections — anticipate likely objections to the proposition and clearly articulate how the solution will work around those issues. Close — ask for the order if appropriate but always ensure that you summarise the next steps and who will do what by when.
Thanks to Julie Kerman at Business Systems. For more information on how to improve customer service, check out their customer service strategy advice hub.
Encourage Sales People to Use a Pull Communication Style When doing some research for a high-street optician, Carolyn Blunt realised that some advisors took seconds to arrange an appointment whilst others took double that time.
Because advisors were using two different communication styles. Some were using a push communication style and launching into descriptions and giving the customer plenty of options, whilst others were using a pull communication style and asking questions to get straight to the answer.
So, instead of using the push technique to present options to the customer and then having to wait for them to come to a conclusion, sales people can gather information and make decisions based on customer priorities and their experience. If advisors are doing this, it is likely that they will miss information from the first 20 seconds or so from the beginning of the call, meaning that they may fail to gauge the customers mood, personality or the demographic that the caller falls into.
Worse still, advisors could have missed information that they were not quite ready for. This would result not only in the customer having to repeat themselves, something they will not appreciate doing, but also Average Handling Time would increase. So, empower advisors with sufficient wrap time to make sure that they are at their most productive on the call.
For more from Carolyn on signposting, read the piece: However, this is a typical average for telemarketing contact centre advisors who are based at home rather than in a centralised contact centre.
Nicola Millard Traditional psychology says a job with high demand and low control will result in stress. This was one of the primary causes of churn in contact centres — a major issue impacting productivity.
Empower the Sales Team to Make Their Own Decisions If you want your telesales team to be productive, it is important for them to make decisions that represent what the customer wants. This is difficult to do when rigidly following a script, as you can often bring in unnecessary trivia, which prolongs the interaction.
So, trust your team to make calls relevant and useful instead of debating on an issue that bears little significance to the matter at hand.
Whilst this may be difficult at first, advisors will learn from their mistakes if you give them sufficient time. After all, empowerment comes from involvement, and learning from mistakes, through self-learning or coaching, will help the telesales team to find better solutions and in time boost productivity.
To find more on this subject read our article: Encourage and Manage the Use of Empathy Having a relationship with customers is proven to be linked with profitability, and we also have some evidence from research that there is direct correlation between empathy and productivity, as well as Average Handling Time AHT.
The empathetic relationship with the customer enables callers to get to the issue much quicker and deal with it in a much more effective way, because they have built up that trust. Also, customers are more willing to converse with the salesperson and be able to tell them the full story instead of limited components.
Find examples of showing empathy in our piece: Ask the Telesales Team to Share Their Advice Involving the telesales team in improving productivity can be highly beneficial, as they know better than anybody else because they are doing that job on a day-to-day basis. Martin Jukes Salespeople will know where the problems are, where systems perform poorly and where the processes are disjointed.
There are not enough instances where the telesales team are involved in realigning processes or mapping out new procedures to improve productivity as well as performance.
Involve Agents in Operations and Strategy 9. Salespeople tend to be more motivated if something is on the line, and healthy competition for reward incentives can boost productivity.Another factor of turnover is the fact that many managers are unaware of the true cost of turnover, and others do not know the general core causes and those causes specific to their areas of responsibility, therefore cannot take action (Employee turnover, ).
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turnover rates for the year of September to August are relatively high for employees in the professional and business services industry, where public accounting sits.
Jun 29, · Low staff turnover tends to be advantageous to your business, and high turnover tends to be disadvantageous. However, if the workers who are leaving are the ones you don’t want to retain.
A high employee turnover rate can be a challenge for any company regardless of size or industry. Today, with employee tenure decreasing across the board for all demographics annually, whatever an. What is a conceptual framework? How do you prepare one?
This article defines the meaning of conceptual framework and lists the steps on how to prepare it.