SPi CRM Increases Sales Chat Close Ratio
The SPi CRM QA team revised the Sales Chat QA form to provide better questions and responses for the sales agents. Controls were put in place which included a daily audit of the perf ormance dashboard, fortified by weekly calibration and verified with spot checks. The team overhauled the sales training program along with sales incentive programs. Agent training programs were strengthened to include more information about competitive offers and how to counter them, and to reinforce the training a sales certification program was established. Increased training was provided for agents who split time in sales and care queues, making the transition less stressful for the agent. Escalation processes were also updated, to get supervisors involved more quickly and proactively to save a sale.