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Take them off handling incoming calls for a week and put someone else on. See if your conversion rate from incoming calls changes and by how much. If it doesn't
by trevelyan 18y ago
Take them off handling incoming calls for a week and put someone else on. See if your conversion rate from incoming calls changes and by how much. If it doesn't change, the person answering the phone does not need to be on commission.
- wlievens 18y agoDouble-blind testing, I like.
- frossie 18y agoYou are thinking what I am thinking. The OP definitely gives off the vibe that he doesn't actually need a sales team (it sounds like their business comes through other channels and the sales team is acting like a customer service desk). So it would be good to review whether that team is necessary, before spending much brain time revising their incentive structures.
- callmeed 18y agoThat's fairly accurate ... we have a separate CS team but they are very busy answer client tickets. They don't really have time to answer pre-sales questions. Does this mean we need a new CS person and no sales people?
- frossie 18y agoYou could add however many CS people you need to handle the extra load and then rotate some of them (not all may be suitable for this - pick the extroverts) into answering pre-sales inquiries, say one week out of four. If I phone you already thinking I am interested in your product and talked to someone who sounded deeply knowledgeable about the service, this would increase my confidence level more than if I talked to a smooth-talker (obviously not knowing your niche this may not apply). Fundamentally I think you need to listen in on some of the phone calls your sales people are taking. What are your customers looking for at that stage? Do they want to talk about pricing a lot? Do they want to discuss functionality or ask about future features?