Episode Overview
As frontline employees, it’s imperative that CSRs are fully prepared and armed with all the tools they need for success, says CallPoint VP of Client Solutions Ralph Johnson.
“That CSR is the [face] of your company — the first person for a new customer calling in,” he says. “Isn’t it important that that person has all the tools needed?”
It makes all the sense in the world that if a company is spending marketing dollars to bring in calls that the person answering the phone should be expertly equipped to handle those calls.
Properly converted calls turn into profit if you plan accordingly.
“Technology, organizational skills, and most importantly, a culture of accountability,” Johnson says. “Those are the key things in really trying to build a successful organization to help grow and scale it.”
He adds that state-of-the-art tech should be installed at all call centers. Johnson is also a proponent of incentivizing CSRs and scaling a CSR team with company growth.
Making CSRs experts in the field is a win for the business as well as a win for customers. The best CSRs will be recognized and welcomed by first-time callers (who are potential customers).
“You should never leave any paying customer behind,” Johnson says. “Customers want to give you money. [They’re] calling your company. You spend all this money on marketing. Why not take care of that customer?”
There are ways to give customers superior service, he says. The smartest step in winning new business is for CSRs to make a good first impression.
Ralph Johnson recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Johnson’s thoughts on:
[8:00] Implementing new tech for inbound calls
[12:33] Training, tracking, and incentivizing CSRs
[22:07] Scaling your call center with your company
[27:28] Telltale signs of an underperforming call center
[35:59] What makes a good mentor-mentee relationship
To hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.
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