As a call centre manager, tracking the performance of your call centre can help your operation in many ways, from checking if lead conversion targets are being hit, to analysing individual progress to determine where improvements can be made.
Ensuring your call centre agents follow effective listening behaviours is crucial when they speak to leads. Showing that they’re listening can make the potential customer feel acknowledged and confident in the agent, while reducing any misunderstandings regarding the information the lead gives.
Every business will in some way rely on leads and referrals to generate new business. These can come from a variety of sources, and businesses need to ensure they are equipped and prepared to deal with them.
Lead generation is of huge importance to businesses looking to grow and sustain a steady stream of work and revenue, and it’s essential to understand where your leads come from and how they are converted from a prospect into a sale.