Looking back at 2017
Last year my sales team was 28 people handling 24/7 in 3 shift covering live chat, phones, tickets and emails.
Everything inbound. Sales people should have or build up great multi tasking. Some of the best results come from those handling 5 clients at once. Especially with live chat when they have 3 there is a always a ticket waiting to be answered. Clients should not ever know you're - busy. It's all how you handle yourself.
Answer incoming chat within 15 seconds or less. (mgr's adjusting schedules in real time)
Reply ticket 4 hours or less
Answer phone 2nd - 3rd ring or sooner but not be an excited little puppy dog.
Now, lets throw in .. we also covered.
English
Spanish
Italian
French
Ukrainian
Russian
Polish
Everything balanced, go away mode or let it the call go to voicemail etc..
Self control of your own stress, we teach everyone how to do it. But, it also comes with a lot of mentoring
Some clients less than 3 minutes, some 1.5 hours in 1st chat.
Totally depended on the clients needs, operators not to stress about time. Not to rush clients, ever!
Each salesperson trained by me, other departments to understand how to assist if not a sale.
This is vital, clients should not talk to anyone who does not know more than them about their account. Unless they are operators, dispatchers.. even then, try and own the moment.
Conversions 17% on average due to so many time wasters. Those just pranksters.. hackers.. and all sorts of distractions.
ROI is not the only thing in business, KPI is best for sales or just about the entire business including your CEO
Each 80 - 100 interactions / day
Sometimes less, depends if anyone called in sick, what day. There are indeed waves in the 24 hour period. You must flex your schedule to allow for it
Rewarded for good behavior, effort = results - period.
Base Salary
Enough to live on, but keep selling or you're back into training, demoted or changed departments.
Commissions
Your sales should be enough to cover the expense of having you work for us. Your commission is based on new client, existing client, time spent and even your QA score as well as your client feedback
Bonuses - hourly
Surprise, you just sold a featured partners service! Each has dedicated links with their name or id, if the conversation is no sale, info or whatever we'll do our best to feature a partner service if it's a fit but not spam it.
No pressure.
Nope, this is your life.. you know the rules of the road
No quotas
none
Only KPI based on shift, language, skills etc..
Want more pay, more time off, balance your life and pay yourself.
Valid complaints
Transferred directly to my cell phone regardless of time.. why? Cause only 2 or 3 / month
If you want to make money selling?
Stop selling.. provide the best family style service you can and always love them till the bitter end.
Myself, I'm 53 this January and have been in sales since I was 7 love it :)
