Recent Consultations

Call Centre Business

A call centre needed to optimise its operations to make maximum profit. It needed to make more sales with fewer calls and this is exactly what I helped them to achieve.

Here are just some really simple strategies which increased the sales per agents which added massively to their profits.

1. Price testing - this call centre had never tested different pricing for the same product - sometimes the same product sold for a higher price can generate the same number of sales. It can generate fewer sales which were more profitable or it could even generate a greater number of sales - I changed the pricing and found that some products could be sold for a lot more generating more profit - and found that some products can be sold for a lot less but selling more units per agent meant that the bottom line profit was increased.

2. The agents did not have a fixed sales script - I implemented and optimised the sales script which increased sales by over 40%

3. The sales staff were paid small commissions per product which meant there was no real motivation behind the selling and no enthusiasm. I increased the commission, reduced the targets to simply ONE item more than what they were getting and their sales soared and so did profits.

4. I created more up-sell opportunities and reasons why the customer should buy.

5. I created a referral strategy where the customer was compensated for referring a friend, relative, colleague or associate who bought from us.