The new buzz words on the street are SEO, IRM and social media; all which promise to drive more customers to your website.  In all the articles we have read, one simple element is left out; how the calls are being handled!

Do you have a system in place for call center training, monitoring and skills development?  The single most important resource a company has is its people. So, the more focused and driven employees are, the more likely a company is to be successful.

Companies should not assume that their employees have the organizational phone skills to move a prospect into a sale.  Call center management strategies and procedure manuals are an important part of your total CRM solution.

Listening to Tracking Numbers

Many car dealers and business owners own a few dozen call tracking numbers from companies such as CallSource or WhosCalling.  These numbers are placed on different websites, newspaper ads or print publications.  These calls are recorded and can be played back via a web browser to review how calls are being handled by your staff. 

The fact though is that many business owners have not set processes in place to score the calls to improve their customer service and sales processes.  Companies are driving more calls and web visits through SEO, SEM and Social Media but have neglected to test new call scripts and to measure the impact of professionally managed call center operations.

Do you have a weekly process in place to listen to a subset of your sales, service and parts calls?

Improved Performance Solutions

If you are looking for an outside review of your call center operations, we recommend Improved Performance Solutions.  Their company helps executives, managers and teams refine their interpersonal and management skills to achieve their goals and get results.  This includes call center management and measurement as well as a review of your entire customer experience.

Their company can asssist your business improve CSI and sales; call them if:

• You are new to management and want to hone your leadership style
• You are an experienced manager and need new management tools to further your career
• You or your company needs to re-energize its leadership
• Your company’s teams and departments need help working more efficiently and effectively
• You need an evaluation on your call center processes
• You would like them to develop call center training materials.

Let IPS be your coach.  They can help you identify and resolve any issues that may be blocking your path to success so you can focus more fully on achieving your short and long-term goals.

Call 732-261-5472 for additional information on the services that IPS can offer your business.

Improved Performance Solutions
16 Mt Bethel Rd #181
Warren, NJ 07069
www.ipsforyou.com

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