It is essential in today’s times to stay up to date with the product knowledge.
For this very purpose, call center representatives need to initiate chats with customers using the apt call center software in the process.
During a live interaction with the customers, it becomes onus for a telecaller to suffice the need of the customers with relevant information and product details.
A recent survey on consumer behavior has stated that around 90% of the customers stop doing a transaction with a firm because of insufficient product knowledge of the telecallers.
Sales personnel need to be up to date with the product knowledge of the items that he or she sells to customers.
Many times, it is noted that incorrect and insufficient product knowledge completely pisses off a customer. All telemarketing executives and those engaged in the contact-center support services need to enhance their product knowledge with more relevant facts, statistics, information, and details.
1) Deep Research about Intricacies of the Product: A call center executive has to increase his domain knowledge by undertaking more research and detailed study.
The 2016 report on company innovation has found that around 69% of the sales professional and call center executive are able to perform well when they are also well aware of the competitor’s product knowledge apart from in-depth knowledge of their own brand.
2) Be a Quick Learner and Ask Questions: Unless a contact center executive is well familiar with the product, he or she deals in, it will be little difficult for him to convince a customer to buy a particular product.
This necessitates the contact center executives should be a quick learner of things and keep asking necessary questions about the product to his supervisor until he is satisfied.
3) Participate in the Training Session Regularly: When a call center executive feels that he needs to brush up his knowledge regarding the product or services, then he should usually participate in training sessions and stay in touch with the owner and trainer to get necessary tips regarding how to strengthen his product knowledge.
Conducting routine training sessions for the staff is now a usual phenomenon. In fact, 2017 survey on company trends have revealed that 79% of the firms need to add more innovations to their customer service strategies.
So, a company should regularly organize seminars, meets and training sessions for its staffs at frequent intervals.
4) Follow Industry Trends and Insights: Call center staff can also broaden their mental horizon by paying a closer attention to whatever published in trade journals, magazines, and newspapers relating to the trade and products in which he is engaged to.
For example; a call center employee should always study about the latest insight, calling etiquette and market trends relating to the call center sector.
Case Study
A one-year-old call center wants to expand its customer base, but it does not know how. The contact center works for 12-14 hours daily without any installation of the call center solutions.
The contact center has appointed six employees for its day-to-day operation.
Despite best trade practices, the call center owner found that the knowledge level of his staff was far from satisfactory.
In fact, these call center employees do not even have enough knowledge of the products and the right way of operating call center software solutions either.
Without wasting a moment, the call center owner decided to conduct regular training sessions for his staff. Now, a highly qualified trainer was inducted to train the call center executives on a frequent basis.
The efforts were finally paid off as gradually most of the staffs became adept at handling all modern office equipments.
They could now also undertake the astute operation of the pre-installed online call center software during a live conversation. The call center staff was also instructed to keep a close watch on the latest industry trends and insights.
Eventually, the call center owner installed the best call center software in the calling process to offer 24-hour online and telephonic assistance to customers.
In the following months, the call center’s revenue rose by a whopping 27% in its second quarter.
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