Archive for November, 2019

Pro Tips To Successfully Handle Sales Objections

Posted on: November 28th, 2019 by Péter Málhai No Comments

No matter how good your product or service is, customers will more often than not have objections that will make them hesitate before making a purchase.

Many sales people think of sales objections as a bad thing, but if you know how to successfully handle them, and more importantly which one of the objections you need to handle, they’ll help you better understand your customers’ needs and ultimately see the whole picture before making an offer.

In the first article of our sales strategies article series, I talked about the most important cold sales call strategies you’ll need to leverage in order to sell more. In this article, I will elaborate on one of the most important strategies in sales: how to successfully handle sales objections.

Tip 1.  Every sales objection is actually an opportunity

The fact that your customers are raising a concern regarding your product or service means that they might in reality have the intention to buy it, but they just need more information or affirmation. It’s definitely a good start, as if they were completely uninterested, they would just simply say no without making any objections.

So, my first and most important tip is to think of every sales objection as an opportunity to sell: try and turn objections into selling by addressing them right away in a professional manner. Read on to find out how!

Tip 2.  Listen carefully before reacting

When a customer starts raising an objection, instead of immediately reacting negatively, disagreeing, or pushing them too hard to proceed with the purchase anyway, make sure to listen carefully and wait until they finish sharing their concerns.

Also, make sure to show your prospect that you’re actively listening by validating your listening skills. For instance, summarize what they’ve just told you and ask relatable questions.

However, when summarizing, make sure to avoid negative words and start handling the objection by reassuring the customer. For example, let’s say your customer says your solution is not the best for them because it’s too expensive and they already have a similar solution. In this case, remind the customer that even though they have a similar solution, they started to look for another option and there might be a reason for that. 

When listening to a sales objection, don’t forget the golden rule of commerce: the customer is always right (or should be made to feel that they are right). So, even if you don’t agree with what they are saying at the beginning, wait until they finish and respond in a way that makes them feel they are right.

Tip 3.  Find out their real concerns

Quite often the first objections are not the customer’s real concern regarding your product. For example, your customer might feel embarrassed to admit that your offer is too expensive for them. On the other hand, some customers may simply refer to the easiest and most common type of objection there is, namely, objection based on price.

In both cases, customers might actually have every intention of making the purchase, so it’s worth asking a few additional questions to discover what their real objections are before you start handling the first concern they raise.

Don’t forget, the longer you engage with them the more they will trust and open up to you. And once you know their real concerns, you can genuinely answer and handle them.

Tip 4. Redirect the conversation

We all know how easy it is to engage in lengthy conversations. Indeed, elaborating on prospects’ objections can easily result in the focus of your conversation moving from selling to superfluous small talk.

So, once you feel you properly answered your customers’ objections and concerns, it’s time to move the conversation back to your ultimate goal, namely to sell your product or services.

After the objections have been handled, quickly summarize what you were talking about, ask your customers if they have any other questions or concerns, and proceed with closing the deal. The customer needs to be brought back into the sales flow.

As you can see then, sales objections do not necessarily mean your customers do not want to purchase your product. In fact, sales objections are actually another opportunity to make a sale. So, make sure to follow my tips and don’t let objections prevent you from selling more!

Here’s How You Can Build Customer Rapport in the Contact Center

Posted on: November 27th, 2019 by dorarapcsak No Comments

More often than not sales calls sound way too scripted and lack credibility. The result is that companies end up failing to make the most of their sales activities. That’s why you should focus on building customer rapport from the very first contact you make with customers.

Building rapport with customers means making sincere connections, and, mainly through phone conversations, creating a common ground of trust. Showing genuine interest, building trust and creating an atmosphere of empathy with your customers is vital if you want to please them and increase your sales.

So, below are some tips on how to build customer rapport in the contact center. Make sure to read on! 

1.    Create a personal interaction

We cannot emphasize enough the importance of personalized customer experience. Adding personal touches to your customer interactions will help you stand out from the crowd. And in such a saturated business environment, you need all the help you can get.

The first thing to do to personalize your customer interactions is to address customers by their name. This is an easy thing to do if your CRM system is integrated with your contact center software, and it’s a small step that can make a really big difference.

When talking to a prospect, you have on average 7 seconds to make a good first impression. Using their name is a simple and effective way of doing so. So give it a try!

2.    Show genuine interest

During sales calls, customers want to feel they have the opportunity to share their thoughts about your product or services. More importantly, they want to feel that their needs and concerns are being addressed properly.

As you’ll need to learn about the real needs of your prospect before making an offer, showing genuine interest towards them is an absolute necessity. So, when you’re talking to a prospect on the phone, instead of engaging in meaningless small talk, try and make sure you show interest from the very beginning.

The more you can make customers feel they are being listened to, the easier it will be to build rapport with them.

3.    Use positive scripting

While many people are against the use of scripts, using a call center script can have a powerful effect on your business – but only if the script you use is powerful itself.

In particular, using scripts which focus on positive messages and positivity, rather than negative messages and negativity, will greatly help build customer support.

To give you a simple example, encourage your agents to say “let me ask a colleague” instead of saying “I don’t know”. By doing this, your agent will be generating reassuring, positive emotions during the conversation, whilst also conveying a friendly customer service attitude.

4.    Listen carefully and recap what you’ve heard

Active listening, in other words showing your customers that you are paying attention to what they are saying during a phone interaction, is a great way to build customer rapport.

For example, when talking to a prospect, after you have got an overall picture of their needs, make sure to repeat and summarize what you’ve heard before you make an offer.

Also, recapping what’s been said will not only reassure your customers that you understand their needs but will also help you avoid any communication misunderstandings.

Building customer rapport is a prerequisite if you want to gain customers for good. Make sure you follow our tips and start creating meaningful customer interactions! 

TBI Bank Case Study: Maximizing the Efficiency of Incoming Calls with VCC Live

Posted on: November 22nd, 2019 by dorarapcsak No Comments

 “Since we implemented VCC Live, it has had a great impact on our business and we can safely say that our efficiency increased by at least 50%. – Darya V. Kotseva, Head of Department Customer Care and Telemarketing

As a major bank operating in Bulgaria and Romani, TBI Bank needs to effectively handle a great number of incoming calls on a daily basis while continuously monitoring their performance in order to how to maximize their customer experience.

TBI Bank needed a reliable contact center software solution that could live up to their expectations. They chose to leverage VCC Live’s call activities and real-time monitoring features.

The Case Study

Our latest case study describes how, since leveraging VCC Live, TBI Bank managed to overcome their challenges and take their customer service to a whole new level.

Check out the case study and see:

  • How VCC Live offered a solution for TBI Bank to handle a great number of incoming calls while successfully minimize unanswered calls
  • How VCC Live’s real-time reporting and monitoring features allows TBI to real-time monitor all of their KPIs.
  • How an easy-to-use cloud-based contact center solution simplified TBI’s daily operations, allowing them to improve their customer satisfaction level.

Switching to VCC Live’s solution has exceeded TBI’s expectations, allowing them to better handle their customer queries while always seeing the whole picture by closely monitoring their performance.

Read our case study and learn more about the benefits of VCC Live®’s advanced inbound and outbound features!

VCC Live to Participate in the National Congress of Credit Collection in Madrid

Posted on: November 15th, 2019 by dorarapcsak No Comments

We’re getting closer to the end of the year, but conference season is not over for VCC Live. Next week some of our representatives will travel to Madrid to participate in the National Congress of Credit Collection on 19-20 November. 

The credit industry continues to grow at an accelerated pace, with companies trying their best to keep up with continuously-emerging technologies. The National Congress of Credit Collection, taking place for the 11th time, will focus on the future of fintech, compliance and CSR in credit collection, artificial intelligence, blockchain, innovation finance and NPLs (non-performing loans). 

The impressive line of presenters consists of the most prominent experts of the debt collection, fintech, finance and banking industry. 

With VCC Live’s unique Optichannel Debt Collector, created to increase the profit of debt collection campaigns by combining self-service with customer segmentation and contact center features, it was no question that we wanted to attend this conference. 

Calling debtors over and over again without considering their customer journey reduces efficiency, while increasing operational costs and possibly harming the customer experience. 

It’s time for a different approach! The Optichannel approach consists of finding the optimal channel for a specific use of case. When it comes to debt collection, optichannel is an alternative to aggressive collection tactics such as calling debtors repeatedly without understanding their needs or history as a customer. 

VCC Live’s solution enables both self-service and agent-assisted optichannel debt collection with a high success rate. Look for our stand at the event, and ask for a guided demo or schedule a live demo with us! 

Leading Recruitment Agency Schönherz Iskolaszövetkezet Selects VCC Live to Power their Calls

Posted on: November 14th, 2019 by dorarapcsak No Comments

With almost every industry facing workforce shortage, recruiting talents and connect them with their ideal work place is more challenging than ever for recruitment agencies.

As recruitment agencies serve as an intermediary between the employee and employer, efficient communication is key for successful recruiting and selecting. And for crystal-clear communication, an up-to-date telephony solution is definitely needed.

Schönherz Iskolaszövetkezet, Hungary’s leading recruitment agency specialized for connecting students with a wide range of jobs, knew that very well when they decided to select VCC Live to power their call activities.

Founded in 1995, the company has a long history in recruiting and selecting the best workforce for several industries, including information technology, support, software development, finance, accounting, sales and marketing. The company also recruits student workforce for temporary positions, such as professional practice or summer work.

VCC Live’s advanced inbound and outbound features allow Schönherz to effectively handle their incoming calls and also successfully reach out to their applicants while keeping their abandoned call rate low.

VCC Live provides several dialer options, with each of them being efficient for different customer cases. Conducting interviews through the phone is a common practice for recruitment agencies, which, of course, requires operators to prepare for the conversations. Using our manual dialer, operators at Schönherz can go through scripts and prepare for their interviews and then start the call with one click.

We are proud that since our cooperation started, Schönherz initiates approximately 5000 calls per month using VCC Live. About Schönherz and VCC Live blooming partnership, János Piskolti, Key Account Manager at VCC Live, highlights: it’s a pleasure that Schönherz Iskolaszövetkezet trusts us and allows us to support them in their daily call activities. We look forward to a fruitful partnership with them.”

Essential Steps to a Smooth and Effective Customer Onboarding

Posted on: November 8th, 2019 by dorarapcsak No Comments

Most companies think they’ve won a customer when they sign the contract with them. But the truth is that when your customer chooses your solution that doesn’t mean that your work is done. In fact, it has only begun…

Customer onboarding is an essential part of the customer life cycle: a positive onboarding experience will reassure your customers that they’ve made the right decision in choosing your solution.  

Check out our five important steps to effective customer onboarding below and make sure your customers stay with your company for good!

Assess Your Client’s Assets and Set Goals

The first and most critical part of any successful customer onboarding process is to thoroughly study your client and assess their assets. As every client is different, it is of utmost importance to know their processes, their results so far and also their expectations after choosing your solution.

In our ever-competitive business environment, providing a software solution will not be enough to ensure your client’s success. As a reliable solution provider, to win over your clients you’ll also need to offer proactive consulting services.

As such, start the onboarding process by making a list of your positive and negative findings. Also, remember to come up with improvement solutions for the negative findings in order to position your company as an expert in the field.

Set Your Goals Together

A successful onboarding process starts with setting goals. During the assessment period, your task is to identify what the client is hoping to achieve by using your solution. The next step is to turn your assessment into clear goals.

Once you have an overall picture of your client’s results, daily operations and expectations for the future, it’s time to set your goals together with an action plan to move things forward.

Again, use your years of experience in the industry and try to provide your client with useful consultancy services. After all, their success is your success.

Effective Communication is Key

Reliable and consistent communication is what many companies fail to provide when onboarding their customers. In such cases, clients often feel abandoned and for good reason.

Start by sending out a welcome email, thank them for choosing your solution and let them know how excited you are to be working with them.

The next inevitable step in your customer onboarding process is to teach your customers how to use your solution. While many companies just simply create a tutorial, make sure you provide them with a guided walk through during an interactive onsite or online training session.

Last but not least, don’t forget to check on your customers every now and then. By doing this you can show your clients that you care about their progress, as well as also help them get the maximum out of your solution.

Customer onboarding can help you retain your customers in the long run by creating a seamless experience between every touchpoint. So don’t miss out on this great opportunity to grow your business!