Do you know who the first impression of your company is?
Your call handlers, of course. CSRs set the tone of the conversation with your prospective and current customers. It’s their job to figure out what your leads are looking for and help resolve their problems. But did you know that CSRs are usually the least trained members of your staff?
The Core Four Categories are:
Ask for the Commitment
Call Coaching gives call handlers the tools and support they need to do their job. Call Coaching improves call conversion rates and moves a call handler from good to great.
CallSource Call Coaching is built on our Core Four Principles, which were born out of our over 25-year history of listening to and analyzing more than 1 billion calls.
How it Benefits You
Better calls = better first impressions = more booked appointments.
More appointments are the point
Call Coaching improves performance in core call handling skills. Our clients find a direct correlation between Call Coaching and higher call-to-appointment rates.
Knowing your CSR performance from a data report provides a cleaner and measurable solution to assess the best ways to bring improvement. The data can benchmark your call handlers across other call handlers in your business segment.
How it Works
Fifteen-minute sessions mean your call handlers can learn and then get back to doing what they do best – helping callers on the phone. Our call coaches review your employees’ actual call and review the skills based on the Core Four Principles. The call coach and call handler set goals for the next session. All sessions are transparent and are designed to inspire call handlers to excel at their job.
Team coaches bring call handlers together to collaborate, share best practices, and establish team goals. Sessions are half-hour; coaches and your team listen to and critique calls together for a shared learning experience.