Customer Service Needs Speech Analysis

The customer service call centers can make a better impact on their service when they study the behavior and speech patterns of the callers. The way a caller interacts with the call center agents speak a lot about their mindset and how they are looking at their association with your brand. There are some give-away words and phrases that the experts term as ‘closure triggers’. These triggers have to be identified by the agents as expressions of dissent against the brand – something that can be interpreted as early signs of the customer deciding to terminate their association and look for some other brand.

What can customer service call centers do to identify and then deal with the closure triggers? To identify them, the inbound call center has to look at the calls carefully during training sessions. Record the calls and listen to them carefully. Train your call center agents to recognize the words and phrases that can be classified as closure triggers. The best way to deal with them is to make call center services a much better experience for them. You have to treat them specially so that they may understand how much you are interested in continuing to do business with them.

B2B Lead Generation through Professional Networks

The use of professional networks is an up and coming tool for B2B lead generation. Professionals across the globe are steadily signing up for professional networking websites like LinkedIn and Xing. Their aim is to stay in touch with colleagues and co-workers from the past and also the present. The network helps them source for jobs, share ideas and also take part in meaningful discussions about their professional. Call center agents can interact with the decision makers of business firms. Talking strictly in a professional manner, they can convince them as to why they need the telemarketing services of the BPO unit.

B2B lead generation is a tad difficult than the usual sales lead generation that the outbound call center agents does. In this process, the call center agents have to be careful about what they are writing and talking about. Because they are dealing with top-notch business executives, any error in pitching for telemarketing projects can be the reason why you missed out on the deal. Trying too hard to seal it off will also come across as desperate. You have to strike a fine balance between being laid back and too aggressive. Follow up your emails with phone calls and keep the lead warm, advises experts.

Incentives Motivate Call Center Agents

There has to be some reason why your call center agents will push themselves beyond their usual limits. The motivation could come from any aspect of their job: the challenges of telemarketing, the targets need to hit in lead generation, or simply the satisfaction of solving the problems of customers at the answering service desk. Job related motivations are always a major moving force. But beyond a certain point, BPO agents want to be rewarded monetarily as well. This stems from the growing belief that they are instrumental in getting more profit for the BPO service unit. So, they are entitled to a share of the spoils. If the sales lead generation achieves more than what was targeted, the agents working on the project would want their efforts to be appreciated.

Nothing works better than incentives in these matters. Call center agents are not always expecting a rise in salary at premature times. They know that the BPO unit will evaluate their performance and give them a hike every 6 months or a year. For short term gains that they help the call centers to achieve, they would like to be rewarded with incentives. The practice of offering incentives to high performing agents has always existed in telemarketing. It’s just that in the present scenario, it has become a necessity. Incentives keep your agents on their toes, breed healthy competition and also pull down the attrition rate.