Not just the usual call centre

We were asked by a major destination specialist to assist their contact centre in improving their conversion rates. Although their travel consultants were experienced and technically knowledgeable, they had become set in their ways and operated in a comfort zone.

It hadn’t been realised how crucial a factor building a rapport with customers was in influencing the overall sales process. We implemented a programme of training and personal on-the-job coaching, so that:

• staff were exposed to the skill sets used by top industry professionals to gain consistent results;
• they still used the strengths of their own personality (to differentiate themselves from aggressive call centres);
• conversion rates improved significantly as did the morale and engagement of the whole team.