Reviewing your overall call to appointment
conversions is a good indicator if your team
could benefit from call coaching.
If you are consistently below your conversion goal, or want to
increase it, then implementing call coaching is the right choice.
Having employees who are polite and helpful on the phone is not an
indication of high conversion. Only the call data should be used in assescing
performance.
Beyond phone etiquette, call handlers need to apply myriad of
techniques to book appointments.
By viewing your team’s call conversion rates as a group and on an individual
level, will provide an accurate measurement of performance. If there
are performance gaps between one or a few of your call handers, it is
anindication it is time to implement call coaching.
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