Why Live Transfers Fail
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The document provides 10 quick tips for improving call center performance with immediate impact. Some of the key tips include integrating call center software with transfer providers to pull up consumer information quickly and improve handoffs; changing call scripts for transferred calls to build consumer confidence; masking campaign sources to allow agents to treat all calls equally and improve program performance; prioritizing transfer calls and treating them as the most valuable calls; and minimizing hold time between agents to increase appointment setting. Transparency of data and practices between clients and transfer providers is also recommended to better identify opportunities for improvement.
![10 quick tips you can start
implementing today for immediate
impact in your call center.
Integration is Key
Treat Transfers Differently
Mask Sources for Better
Performance and Morale
Prioritize Transfers
Many see the live transfer as the answer to the failed
lead experiment. But Live Transfers in of themselves
won’t turn the bus around overnight. As with purchased
leads, the problem often lies more in the process than
the lead itself.
Ready to turn your campaign around and lower your
marketing costs today? We’ve analyzed over 100,000
calls and poured over mountains of data to understand
why campaign performance was suffering for our
clients, and what could be done to improve it.
If your agents working the campaign are
unable to pull up consumer information from the
call immediately, the hand-off and agent introduction
to the consumer is typically clunky. Without a direct
integration with your transfer provider into your
call center software, consumers lose confidence
in the transaction and you will have more missed
appointments and hang-ups guaranteed.
Typical inbound calls for agents start out as
if the consumer is calling IN, and many scripts
reflect this with open ended questions from the start.
However, with a Live Transfer the script MUST change
to allow the consumer to have faith in the process.
Instead of open ended questions, a simple, “So, I
understand that you are looking for help with [Project]?
Let’s see if we can help you with that” is perfect. THEN
go into your call script.
Agents can be emotionally driven, and peer
chatter can negatively affect the consumer
interaction before a call has even started. Masking
the campaign source for your agents, and analyzing it
on the backend, allows for every call to be treated the
same. Furthermore, shielding your agents from source
data allows any kinks to be ironed out so program
performance can be quickly rectified without long-
term judgments against the campaign.
Transfer campaigns should have their own
number for tracking purposes, and be prioritized
over other calls. These are your most valuable (and
expensive) calls and should be treated as such.
Reward Skill
You’ll get better results by rewarding top
performers and allowing them to take transfers
only. Avoid the temptation to quickly roll out these
calls to the entire team in hopes of linear performance
gains, it won’t work.](https://image.slidesharecdn.com/2e62d3f1-f329-4751-aef4-a6da4b9e426d-150706202711-lva1-app6891/85/Why-Live-Transfers-Fail-1-320.jpg)
Why Live Transfers Fail
- 1. 10 quick tips you can start implementing today for immediate impact in your call center. Integration is Key Treat Transfers Differently Mask Sources for Better Performance and Morale Prioritize Transfers Many see the live transfer as the answer to the failed lead experiment. But Live Transfers in of themselves won’t turn the bus around overnight. As with purchased leads, the problem often lies more in the process than the lead itself. Ready to turn your campaign around and lower your marketing costs today? We’ve analyzed over 100,000 calls and poured over mountains of data to understand why campaign performance was suffering for our clients, and what could be done to improve it. If your agents working the campaign are unable to pull up consumer information from the call immediately, the hand-off and agent introduction to the consumer is typically clunky. Without a direct integration with your transfer provider into your call center software, consumers lose confidence in the transaction and you will have more missed appointments and hang-ups guaranteed. Typical inbound calls for agents start out as if the consumer is calling IN, and many scripts reflect this with open ended questions from the start. However, with a Live Transfer the script MUST change to allow the consumer to have faith in the process. Instead of open ended questions, a simple, “So, I understand that you are looking for help with [Project]? Let’s see if we can help you with that” is perfect. THEN go into your call script. Agents can be emotionally driven, and peer chatter can negatively affect the consumer interaction before a call has even started. Masking the campaign source for your agents, and analyzing it on the backend, allows for every call to be treated the same. Furthermore, shielding your agents from source data allows any kinks to be ironed out so program performance can be quickly rectified without long- term judgments against the campaign. Transfer campaigns should have their own number for tracking purposes, and be prioritized over other calls. These are your most valuable (and expensive) calls and should be treated as such. Reward Skill You’ll get better results by rewarding top performers and allowing them to take transfers only. Avoid the temptation to quickly roll out these calls to the entire team in hopes of linear performance gains, it won’t work.
- 2. Share Data Minimize Hold Time Set Appointment Date First Transparency Let the Data Tell the Story The most successful companies have weekly calls with their transfer provider in the first 30-60 days and have the ability to upload real-time performance data, or at minimum once a week. This creates a feedback loop back with the transfer team, which in turn nurtures a co-dependent ecosystem that constantly elevates the quality of the program. Keeping the transfer time between agents down to a minimum is key in setting the most appointments after the call is transferred. The consumer has already been on the phone with one agent answering qualifying questions and wanting to get help immediately. The more time it takes the client’s agents to gather info, search for data in their CRM, and prepare for call, the greater the chance the qualified consumer will hang up or become irritated on the phone call when transferred. Once transferred, consumers want to get right to the point. The most successful programs try to find an appointment date and set it tentatively FIRST andthenaskanyotherqualifyingorverifyingquestions. We have seen appointment set rates increase by as much as 20% using this simple technique. Clients who allow transparency into their practices and are open to suggestions as well as an onsite implementation visit are 3X more likely to succeed. They achieve better results faster than those who don’t, and it gives the two companies a better opportunity to forge a thriving partnership together. Modernize.com, part of the HomeImprovementLeads.com network, is the largest privately held lead generation company for residential remodeling. For the last 10 years we’ve been working with the most successful companies in home improvement and energy efficiency. Let’s chat to see if we might be a fit for your company. jdwaltrip@modernize.com It’s easy to get emotional when it comes to making decisions. If your organization is sharing data, it makes conversations much more productive when both parties can objectively review performance and speak the same language.