There are many ways and possibilities for businesses to improve their bonding and communication with their prospects. Not all the methods work; some of the methods actually result in bad experiences for the prospects and the agents. These bad experiences result in low call transfer rates.
Call transfer rate estimates the number of calls transferred to other departments or the representative for further detailing and handling the target’s query. If the call transfer rates are lower, then it means that the prospects you have targeted do not take much interest in what you say. Or they are not satisfied with your services or dealings. That is why the target needs to possess some skills and abilities to make the conversation better, resulting in higher CTR.
Dig deep into this article to get familiar with effective ways of improving call transfer rates for your business.
Top 6 Ways To Improve CTR For Any Business Or Organization
Call transfer rates are a performance measurement methods to identify how the call agent is performing. If the CTR is higher, then it means the agent is doing well unless it is not a blind transfer. Blind call transfers point towards the inabilities of an agent to help the prospect. Ensure the calls you transfer to other agents or departments are not blind and are a positive sign for the business.
Below are some very effective means and ways to improve CTR for any business or organization.
Act professional
The chances of a call being transferred to other departments and agents for further queries depend upon the skills of the first agent attending the call. If that agent is professional, it means the prospect will prefer to know more about the products and services. So, make sure the agents are professional enough to improve CTR. If they are not expert, then businesses try to look for professionals.
Provide necessary information
When an agent begins their conversation with the targets, then it is very important that they must share the necessary information they need to know. The most important information these agents could share is the needs of the prospects, their requirements, and their problems. Soon after telling them about their needs, the agent must give them a hint about the solution to their problems. Naturally, this will sound appealing to the prospects, and they will request you to provide them more details which they can get at the other end or from another prospect. But usually, the agents refer these prospects to the businesses or service providers to find more details.
Leave some curiosity
If you want your prospects to inquire further and take more interest in your offers, then you must share the necessary information. Sharing too much in your first call will result in no more contact with your targets. Instead, end your conversations at a point that could develop curiosity in them and make them inquire more. When you develop curiosity, the prospects are more likely to give you details about the next follow-up.
Practice your script
When an agent is prepared and knows what they need to say to the targets, they increase positive and successful call transfers. When the agent knows nothing, they will increase the rates of blind call transfers, which is not a good sign. The targets will avoid wasting their time any further if they are not pleased with the first agent. It will make them think that the next conversation will be no different from this one.
Do not offend the prospect
Remember your first impression is the last one; if you say something offensive in the first place, then you shouldn’t expect any positive response from the targets. They will never show their positive response or agree upon giving you more time to listen to the offers of a business. The only thing they will do is hang up the phone because they expect respect and professionalism from the agents, not something offensive.
Share the consequences and benefits
One of the most effective and best ways to make your target agree upon call transfers for further details is by telling them the consequences and benefits. These consequences must tell them that what they can lose if they do not sit face-to-face with the businesses sooner and what benefit they can get if they agree upon. These are some tricks that make the prospects decide quickly regarding their decision meeting the businesses. So, hire the experts of call center companies in Dubai to convince the contacted prospects to be on board with you for further queries.
Make sure your agents are following the above methods for improved CTR!
To handle more prospects in a given time, make sure your agents follow the points mentioned above. These points will enable the agents to make positive call transfers that will make the prospect agree on having a meeting with the service provider. The rates of call transfers are dependent upon the skills and abilities of the agent, and you must seek professional help to improve these transfer rates. This way, your business can be more in contact with its targets and prospects for handling the queries.
