The way your company manages incoming calls from customers is critical in building trust, loyalty and ultimately repeat business. Customers expect to have their calls answered quickly, and they also want to be put through to someone with the skills to help them. If it’s a repeat enquiry then it’s important that their previous history is recognized immediately. Often the value and significance of the incoming call is overlooked. Many organizations fail to understand the depth and breadth of skills needed to answer incoming calls with success.

An inbound call is one that a customer or prospect initiates to the pre-sales team. An incoming call will normally land at a help desk or an IVR system (Interactive voice response). The inbound call is often an inquiry, response to an advertisement or request to connect with contact persons in various departments.

The best possible method is to deploy a tailored approach which not only allocates the right resources to corresponding customers but that also integrates the many ways in which a customer might get in touch. For example, these days ‘incoming queries’ includes an increasing variety of channels: phones, emails, apps and websites.

Connect Customers to the Right Executive at the Right Time

When responding to the customer, your company should be able to integrate these various channels to ensure the customer query is handled knowledgeably and responsively regardless of the method of inquiry. For the company, the management of incoming calls requires constant adaptation and flexibility to match caller to the executive, peak flows to resources and network availability to hot calling times. Ideally, companies should route and prioritize callers according to situation, importance and skills required from the agent answering the call.

Help Your Team Identify and Understand The Needs of Customers

Many Real Estate companies have dedicated inbound call response teams to provide a timely response. These Incoming calls can be in response to advertisements where a caller might want to verify facts and details about the value of a property, sale/purchase policy and procedure, rental/lease details or questions on legal aspects. The executives in these inbound call/response centres will respond to these calls and also might communicate with customers through email and chat.

Best practices Your Team Should Adopt To Increase Conversions from Incoming Calls

• Allocation of people with the right kind of experience & Product/Service knowledge to manage incoming calls and queries.
• Start the call response with a warm friendly greeting and introduction and be confident. For more cues on how to best develop rapport, you can refer to our call script for Real Estate sales professionals.
• Ensure the caller does not have to wait to connect or repeat his request so listen closely.
• Understand the caller’s needs and gather as much information as possible by listening more and questioning as necessary.
• Show empathy and do not sound “scripted” in your response.
• Do not complicate the process by trying to sell or upsell before understanding the nature of the call.
• Keep the response process short and simple as the caller is already a user or is interested in your product/service
• Offer advice on queries and act on the opportunity to convert inquiry to sell or upsell.
• Ensure full satisfaction of the caller by asking for feedback before signing off
• Evaluate how many inbound calls were converted to business.
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On successful response to the call, the contact can either be a valuable” warm lead” or an important second level contact for the marketing team to make an in-depth pitch and possibly an upsell too in case of an existing contact. Apart from these practices, you can strengthen your team’s engagement with customers by providing sales scripts that aid the handling of online enquiries.

Incoming calls are a great opportunity that can result in business or strengthen an existing relationship. With Paramantra, you can achieve both with the aid of a secure sales CRM which ensures that customers are engaged within 5 minutes of enquiry. This will help you gain 21 times more site visits and reduce your lead wastage by 92%. By optimizing your incoming call process you can gain more conversions without incurring more marketing costs.

Drop us an email at info@paramantra.com to know how you too can contribute to your team’s growth and your organization’s revenue.

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