How To Improve The Closing-Rates For Marketing Campaigns?

More often, it so happens that the employees at all the levels of the company completely forget that the human element is an essential part of the service. 

Just because you are using better technology in the form of highly updated call center software that provides better analytics and more data that was received previously does not mean that you forget to add that special personal touch to your working.

CX or Customer Experience is an important part of customer satisfaction and service which is why it is the first duty of the employees to keep the customers at the front and center. Studies suggest that human beings are naturally more receptive to getting connective and always want to be kind and helpful. 

And that is where CX strategy implementation can help. When any organization tries to connect with the customers beyond the regular routines of graphs, dashboards, and charts, it is like initiating a customer experience culture that leads to the formation of a solid bond between the customers and the company.     

Here are a few things that you can do to humanize the CX strategy of your company:

1.    People First, Products Later

What can really make a big change in your company is your approach towards addressing the clients? Instead of just knowing them by their numbers, you can bring to life each persona of the customer with a detailed narrative regarding how they have reached this stage in business and their struggle, rich details about their working and great accomplishments.   

More importantly, each is not just a product but a person with a name. It brings immediate effect on the way the employees handle the conversation. 

It changes from product-oriented to person-oriented. So when the call center agents talk about a company instead of just detailing about product mix, spend, growth potential etc. the discussion is more about the person behind the product that adds a human touch to the overall conversation.

2.    Differentiating Between With And For Our Customers

If even after using the best call center software solutions you cannot improve response to your business, then, you must surely implement the CX strategy. The priority is to differentiate between with the customer and for the customer. 

When your agent is directly talking to the caller he is aware of his humane existence and hence the agent converses with him in a personal way but talks about the product impersonally or without much emotion. 

But to increase the response, you must rather come up with an improvement plan with the customer who has outsourced the work to your call center. 

The best way is to plan the CX strategy sitting side by side with your business associate and you will immediately know the difference between interacting with your client on a personal basis and then telling the details to the to callers rather than just studying the product and replying to the caller in a detached way.

Case Study

Sometimes everything is just working right, but even then the results do not come as expected. And this happened with one of the leading online medication retailers. 

Problem

The pharma company was facing serious customer satisfaction issues and needed to increase the efficiency of its company immediately. That is when the medication company officials approached OutsourceIndia, a call center company. 

This particular call center firm was known for using the best call center software and its batch of skilled call center agents to deliver quick results against highest odds and challenges. 

The pharma company told OutsourceIndia that there was some problem in their customer support operations due to which they were not able to get the expected results and the sales growth. 

Solution  

The call center company took over the service of their customer support in its hand and decided to have a one-to-one interaction with the pharma employees to get detailed information about the various products of the company. 

The call center agents were involved in this interaction so that they could relate to the different products from the pharma company on a personal level. 

Result

•    The above methodology delivered dynamic results. Since everyone including the staff at the pharma company and at the call center was engaged, the business results were stellar. 

•    The close-rates for marketing campaigns tripled.

•    Integration of Personas in the training program helped the agents develop a good knowledge base about the product and hence they could talk with an affinity about them with the customers at the other end of the call.