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5 Ways to Drive Revenue from Phone Calls

When a customer calls your business, there’s 1000 different ways that call can go.  We figure out the best way and help our clients get the results they want.

For most, the top priority is turning callers into customers. But increasing conversion is just one of the ways that we obsess about helping brands get the most every phone call.

Our experience shows that there’s actually 5 ways to drive revenue on the phone.  

These calls are already coming into your business. Let’s make the most out of every one of them.

The first way to drive more revenue from phone calls is by delivering a WOW first impression.

Consumers have multiple experiences with your brand before they pick up the phone to call. After visiting your website, reading reviews and checking out social media, they’re finally ready to talk to you.  The question is - does the experience on the phone line up with what they’ve seen online?  If your website promotes your brand’s expertise but the caller gets someone who can’t answer their questions – they probably won’t take the next step.

Creating a WOW experience on the phone starts with a powerful greeting with total focus on the caller.  We help our clients ask questions that make a real connection.   Sure, you have to follow a process - but what’s most important is building on what that made them call you in the first place.

The second way to drive revenue from calls is learning what’s driving your best leads – and doing more of that.  

Even though the customer journey usually starts online, most customers still prefer to call after they’ve done their research.  It’s just the easiest way for them to ask questions and take the next step.  For example, in home services, over 70% of consumers want to call to make an appointment after they’ve found the business online.

We help marketers use data from calls to analyze their marketing ROI. By using call tracking numbers, we identify at how ready a caller is to make a purchase if they came from the company’s website vs. a review page vs. a social post.

The result is a smarter marketing spend, more great leads and an exceptional experience for the caller.

The third way to drive revenue on phone calls is by identifying areas for innovation. By listening for gaps between what callers are asking for and what you offer, we help you stay ahead of the competition.

For example, we help brands identify new payment options, like a way to finance a large repair bill.  We might hear customers asking about a product feature that might not exist today, but is a great idea.  The richness of this data gives businesses options to innovate – either by inventing new products - or creating better sales training for what they already offer. Either way – phone calls deliver many ideas that help sell more and create more – and both drive more revenue for your business.

The fourth way to drive revenue from phone calls is by cross-selling complementary products or services.  

Not everyone feels comfortable doing this, but as sales guru Jeffery Gitomer reminds us, “no one likes to be sold…but everyone likes to buy”. The job of a customer service rep or agent – at its core – is to bring value to everyone they come in contact with.

It’s all about asking the right questions and connecting the best solutions.  It’s like this: “Did you know that in addition to carpet cleaning, we can also clean your tile on the same visit?  “Would you like us to give your dog a bath when he’s with us for day care?” “Our table-top signs would look great with that pop-up banner you’ve ordered!”  

Even if just 1 out of 5 callers took you up on a suggestion like this, what would that mean for your business?

Better yet, you’ve told the caller about something they probably didn’t know you offered.  And you’ve shown that you cared enough to learn their needs and make helpful suggestions.

The fifth way to drive revenue from phone calls is by converting those callers to the next step.  

This is all about giving compelling reasons to move forward with a follow-up quote, in-home appointment or purchase.  

Make no mistake – if a consumer is calling your business, chances are they’re ready to buy.   With click-to-call, it’s so easy to connect to a business right from a mobile ad. That’s why a recent study showed that 61% of searchers find click-to-call most valuable when they’re ready to make a purchase.

ServiceScore helps frontline team members become the ultimate closers. It all comes down to showing the caller that moving forward is easy and there’s a real benefit in doing it today.