The proof is in the Call Center pudding!
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During these tough economic times, everyone is watching their budget and keeping expenses to a minimum. Outsourcing to a Call Center may seem like a luxury, but the truth is - it isn’t. It is a very wise business decision to capture every call and make the most of every single sales opportunity.
Is it really “economical” to have shoppers who wish to place an order by phone dumped into a voicemail box? Will you be able to reach the shopper when you call back - or will they have moved on to a store that offers “live” help? The same question goes for those who need their questions asked BEFORE they place their order. Will they still be hot to buy - or did they move along or simply cool off? There’s the hang-ups, which many merchants tell me happens between 3 and 10 times a day. What does that translate to in lost calls/lost sales over the period of one month?
I connect with a multitude of e-commerce merchants every week and, and as part of my research, I often attempt to connect with their sales department, to see what kind of service the merchant is offering. In many cases, I am blown away by how difficult it is to reach anyone. There are phones that ring on and on, voicemail boxes that are full, even directories that push my call along to other several extensions, only to drop the call. I’ve had calls that were forwarded to cell phones that drops the call or reaches the store owner at an inconvenient time. From a shoppers point of view, that experience certainly doesn’t instill confidence.
While there is an expense to outsourcing your customer care, it is important to consider how much business you are losing. I believe in general, many merchants under-estimate the power of using an experienced call center like Solid Cactus Call Center Solutions, with our team of savvy, sales-oriented agents. Many may think that we can only sell simple items, like t-shirts or novelty items. I’ve had the privilege to view the following high volume sales closed by our dynamic team of agents over the first week of November, and thought I’d share the results:
11-10-08 - Agent Mike R. sold $2991 in merchandise for a bathroom fixture store
11-09-08 - Agent Sara sold $1704 in merchandise for a fine jewelry store
11-08 -08 - Agent Casey sold $1604 in merchandise a bathroom fixture store
11-07-08 - Agent Aimee sold $1869 in merchandise for a home decor store
11-07-08 - Agent Erin sold $6984 in merchandise for a furniture store
11-07-08 - Agent Kelly sold $1500 in merchandise for an interior decor store
11-07-08 - Agent Nate L. sold $1600 in merchandise for an interior decor store
11-05- 08 - Agent Rob S. sold $2234 in merchandise for a furniture store
11-05-08 - Agent Joey sold $2000 in merchandise, $1,000 for a craft store and $1,000 for a tool store
11-05-08 - Agent Mirna sold $1595 in merchandise for a furniture store
11-03-08 - Agent Sara sold $2182 in merchandise for a gaming supply store
11-03-08 - Agent Irene sold $1119 in merchandise for a clothing store
11-03-08 - Agent Richelle sold $1184 in merchandise for a craft store
11-03-08 - Agent Mirna sold $1761.41 in merchandise for a gaming supply store
11-03-08 - Agent Casey sold $989 in merchandise for a bathroom fixture store
11-03-08 - Agent Erin sold $2173 in merchandise for a bathroom fixture store
Granted, these are examples of high volume sales calls, and there are hundreds of calls and sales made every day. Keep in mind, each and every one of these high volume shoppers NEEDED to call and speak to an agent before making their purchase. What would the outcome of these calls have been if the calls been deposited into a voicemail box?
If this post has you wondering what Solid Cactus Call Center can do for you, feel free to drop me a note or give me a call. I am always here to help - and I promise, no strong-armed sales tactics here!
Cindy Cruikshank, Director of Call Center Sales
Solid Cactus - 888-361-9814 - Ext. 7079
Cindy.Cruikshank@SolidCactus.com
cindy.cruikshank
