CSRs work hard. They handle a multitude of different call types. They never know who or what is going to be on the other line. I spent several years as a CSR and I know that no two calls are ever the same.
For your CSRs one of their most important Key Results Areas is their True Call Booking Percentage. It takes a lot of money to make the phone ring. It is essential that CSRs have the skills to close the call.
There are three reasons your CSRs are losing calls.
CSRs should know:
Often times we bog down our CSRs with administrative tasks. This leads to distracted CSRs. When CSRs are focused on other tasks they are less prepared to provide exceptional service to your clients. Keeping CSRs free from busy work takes practice, trial and error, and commitment. However, this will help to improve their call closing rate.
Negative language will make lose a call. Being assertive, confident, and compassionate will help CSRs book more calls consistently. When CSRs say what they can’t do instead of what they can do, the state of mind of the client is altered.
Here are a few points to help close more calls.
If you are having an issue with your CSRs call closing rate fill out the form below to schedule a call with Me. I can help you resolve the issue and get your CSRs where they need to be.
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