It Starts With an Other-Centered Approach
Serving and selling 60 customers a day is never easy. Asking your reps to change is even harder, but change can happen. Conversion rates, average order size, and the overall customer experience can improve. Our approach to changing the way your telesales or customer service reps serve their customer is centered around one philosophy: Selling should be the highest form of serving. It's about meeting needs, stated and unstated, not about manipulation. Reframing selling is where we start in our call center training programs. It’s the key to unlocking the desire of your reps to sell and enhancing the receptivity of your customers.
Customer Service Training
It’s simple: Most reps think of themselves as customer service reps, not sales reps. The key is to redefine their role. That’s where our development program comes in. We equip services reps, whether in a retail environment or in a call center, to embrace their role, transition from serving to selling, and build value in relevant products and services.
Whether making outbound calls or handling hundreds of inbound calls a week, selling or upselling your portfolio of products and services is challenging. We’ve designed a program that will equip your reps to proactively lead a call, engage the unreceptive customer, and quickly uncover the customer’s needs.
HERE'S WHAT OUR CALL CENTER TRAINING CLIENTS ARE SAYING
The results of the training with ASLAN far exceeded our expectations. The Direct Banking Center increased its deposits by 270% and increased loans by 200%. The Retail Banking division saw deposits increase by 168%, service per household increase by 20% and the success rate of customer calling campaigns went from .5% to 9%.
Site Vice President
To determine the impact training would have on our business, we hired ASLAN to train our inbound reps in two of our four call centers. Bottom line, we recouped our six-figure investment in 30 days. Reps that were trained outperformed untrained reps by almost 8X.
Fortune 1000 Industrial Distributor
We wanted to test the impact of ASLAN’s approach, so we trained a select group of veteran reps and managers and compared the results. The reps that were trained and coached outperformed their peers by 56%.
Fortune 100 Insurance Company
After hiring ASLAN, we reduced customer attrition by 50% in the first two years — 5 times our goal. In the third year, we ended the year up 7,600 customers.
Vice President of Operations
Fortune 1000 Energy Company
Ready to learn more?
Contact us to discuss a no-cost sales assessment or to learn more about our call center training programs.