If you’re in sales, then you know that the success of your business depends on your ability to close deals. And while there are a lot of factors go into whether or not a deal is closed, one of the most important is conversion rate – specifically, inbound call conversion rate.
Think about it: if you’re not converting incoming calls into customers, then all the traffic and leads in the world won’t matter. You need to be able to pick up the phone and seal the deal if you want to grow your business. So how can you improve your inbound call conversion rate? Here are five easy tips:
Inbound Calls & active Marketing Strategies
Companies in many commercial sectors have seen positive results from digital marketing and communications innovations. However, phone calls are still the most valuable contact method.
According to Quick Sprout’s research, websites that have the “click-to-call” feature implemented see conversion rates as high as 200%. This direct link to sales reps allows customers to get immediate answers to their questions and for the sales rep to personalize their pitch.
Inbound calls have the advantage of being able to integrate data analytics into existing business phones and VoIP solutions.
Call tracking tools can provide valuable information about customer preferences, the efficiency of call centers, and the effectiveness of PPC campaigns.
Using dynamic 800 phone numbers can help increase brand awareness. They can be included in print materials like business cards and digital materials like websites. This increases the chance that customers will remember your company and your number.
Businesses that automate their marketing campaigns risk losing the quality of their leads online. This can lead to a lower recall, decreased customer interest, and lower customer loyalty.
Although inbound calls can require companies to hire a sales team, the increase in ROI and sales conversions will offset this staffing requirement. Inbound calls are 10 to 15% more likely to convert than leads from web forms or other digital applications.
Customers who want to purchase a product directly or get additional information are more likely to contact businesses by phone. This allows sales professionals to get to the point quickly and cut through the formalities.
Customers who value personal service and meaningful relationships are more likely to speak with a representative and may be more open to their recommendations.
Tips for Optimizing Your Inbound Call Conversion Rate
These five phone sales techniques will help you convert more calls and boost your business.
1. Sit up straight and have the right mindset
Ever called customer service or sales representatives and received a grumpier, less enthusiastic answer? You know what I mean. It seems they don’t care about your call and are just trying to get you to hang up. They may say, “How may I help you?” but their tone and attitude say, “I hate my job. You can hang up, and I’ll go back to solitaire.”
It’s almost as if you can tell they hate their job.
Are you ever motivated to buy from someone with a bad attitude or book an appointment? I haven’t. Every time it has happened, I’ve thought to myself:
“I might find a new restaurant/roofer/etc. Because clearly, this current one doesn’t want to do business with me.”
Don’t let your negative attitude and slouching prevent you from sealing the deal. Straighten up, look them in the eye, and put on your best grin. People can sense if you’re genuinely happy or faking it. Act like you’re talking to a friend, and they’ll be more likely to trust you.
2. Take the phone lead without wasting time
We get asked many questions like “How do I keep someone on the telephone?”
There are times when this is not possible. For example, a customer’s phone drops, their child starts crying, or their house is on fire. Getting all the information you need as quickly as possible is important. If they get disconnected, you can still call them back.
Both of you benefit from this: they get to close the sale, and you don’t need to start it all over again.
Ask for the caller’s name and phone number early in the call. This will help you find out more about your customers and will help you if the call is dropped.
3. Establish a relationship with the prospect
Although most callers will look around for services, they will choose the company that has taken the time to build a relationship with them. Unfortunately, most customer service representatives (CSRs) are not trained to do this. To build a relationship with your follower, you must:
- Be professional – The first impression you make of your company is made by the person answering the phone. Your tone of voice and the opening line is important. Include the company name, your name, and, of course, how you can help.
- Ask questions to clarify the caller’s problem. This will allow you to assess the situation and help you to identify the best sales opportunity. Before trying to upsell, be sure to pay attention to the service that the caller requires.
- Reassure the caller that you can solve the problem. Don’t make your caller question whether or not they’ve contacted the right business. Instead, reassure them that you provide the services they need and that it’s your specialty. Statements such as “We do this all of the time!” and “That is our forte!” can help you communicate this to the caller.
4. Close the deal or set up a meeting
Once you have gathered the lead, established a relationship with them, and assessed their needs, it is time to book the appointment. The typical consumer behavior is that consumers will compare at least three companies before deciding. This can reduce your chances of closing a sale.
Book the appointment as soon as possible to increase the chances of converting more calls into sales. This can be done by instilling a sense of urgency and offering incentives to book immediately, such as waiving the trip fee or a free estimate.
You should also be able to differentiate yourself to address your customer’s needs. If you are an HVAC company and the caller needs to repair their air conditioner, you can mention that your company offers same-day, 24/7 service. This is a great advantage over your competitors!
5. Audit your call handling group regularly
Your CSRs are, regardless of whether they realize it or not. They are your company’s sales reps and offer potential customers a first–and perhaps last impression. Regular auditing of your call handling team is essential for testing new sales strategies and tracking your success rate.
What is conversion inbound marketing?
Conversion inbound marketing is a strategy to increase the number of leads and customers through a website. It is done by optimizing the website for conversion, creating compelling content, and using effective calls to action. The goal is to get visitors to take action, such as subscribing to a newsletter or making a purchase.
What is a good call center conversion rate?
A good call center conversion rate is typically between 10 and 20 percent. This means that for every 100 calls that come into the center, 10 to 20 will result in a sale.
How do you increase inbound conversion?
There are several ways to increase inbound conversion. One way is to optimize your website for search engine ranking. This will help ensure that your website appears as the top result for relevant keywords, increasing the likelihood that potential customers will visit your site. Another way to increase inbound conversion is to create compelling content that speaks to the needs of your target audience. This could include blog posts, infographics, ebooks, or whitepapers. Finally, you can also use social media and other online channels to drive traffic back to your website.
To increase your inbound call conversion rate, following these tips will help. From having the right mindset to regularly reviewing your call team, these tips will help you close more deals and grow your business.