Improving the Caller Experience: 5 Things You Need to Know About Warm Transfers
Sales jobs have up to twice the turnover rate compared to other industries—why?
It’s simple: people don’t enjoy many aspects of the job.
Outbound calls are a huge hurdle for a lot of sales workers. It leads to unhappy employees, especially if they’re cold calling, and it brings down the morale of your reps in general. When you have unhappy employees, you start losing money.
Warm transfers can be your next solution.
We’ve got five crucial things you need to know about warm transfers so you can save money, keep employees (and customers), and generate more business.
1. What Is a Warm Transfer?
Warm transferring is basically filtering your phone calls by having a front-end person speak with people calling in before allowing them to be forwarded to a sales representative or another worker. This allows the front-end person to qualify the caller and send the sales-ready leads to your sales representatives.
While some warm transfer systems might not look exactly like that, it’s the basic structure of every warm transfer process—leads are being qualified and/or filtered before getting through. This has a direct impact on how happy your customers and employees are.
You might have heard of blind transfers, but there is a difference between warm and blind transfers. You can read more about the differences here.
Some companies are embracing the warm transfer shift, but others are still on the fence. However, there are compelling reasons for introducing warm transfers into your sales process. In fact, it’s going to cost you not to.
2. Warm Transfers Make for Happier Employees
The majority of employees hate cold calling. Think about it: who would genuinely want to be on the receiving end of constant hang-ups or annoyed people? It’s not appealing, and it deters people from sales jobs often.
On top of that, one negative or annoyed customer can put your employees in a funk for the rest of the day. That can impact productivity, which is going to cause you money in the long run. It can also impact the company culture, which is already a delicate part of any company.
With warm transfers, that job stressor will go away. Your employees won’t have to worry about calling and hustling people, and your workspace will continue thriving. One of the hardest things to do is create a great company culture, especially when the job has tasks that are bound to be negative. Warm transfers can solve all of that for your company.
3. Warm Transfers Save You in Operating Costs
There are a lot of things that are included in operating costs, and part of that is productivity. Besides making your employees happier, you’re creating more productivity by keeping as positive an atmosphere that you can.
Sometimes this isn’t easy, but that doesn’t mean it isn’t worth it. Small breaks are typically needed to ‘reset’ whenever there’s a negative experience. Cold calling often means a lot of time on the phone that’s negative, and so frequent breaks are mentally required.
If your employees aren’t cold calling, then they don’t need a 5-minute break every thirty minutes. They’ll be able to continue working, and they’ll be much happier about it at the same time. It’s a win-win situation for you and your employees.
4. Warm Transfers Provide a Better Customer Experience
Happy, motivated employees lead to happy, fulfilled customers. Warm transfers are the number one way to do that in your sales departments.
If there’s anything more frustrating than cold calling people, it’s seeing an employee lose a sale because of a negative attitude. It’s an endless cycle for a lot of people, and warm transfers can break that and bring you more customers because of it.
When people buy something, they want to feel special—and you want them to feel happy because they’re doing business with you. Disgruntled employees are going to lose you money because of negative job aspects.
On top of that, customers never have to jump through hoops with warm transfers. Voicemail trees are too common in the world today, and having prospects jump through hoops to talk to you isn’t helping your business.
5. Warm Transfers Are a Staffing Solution
Warm transfers free up a lot of time for your employees. While you don’t want to overwork your employees or change things so drastically that people get upset, you can reasonably expect them to spend their time working differently.
Without cold calling, your employees can focus on the hottest leads. That’s going to bring in more money than cold calling ever will, and you won’t have to hire new employees just to handle the workload of onboarding processes or demo presentations.
On top of that, warm transfers make happier employees that want to stay. You’ll decrease your turnover rates, which results in you spending less money hiring and training new employees. On average, it costs about $2,000 to train one employee. Instead of needing to staff and train more often, implement warm transfers.
How You Can Outsource Cold Calling
The good news? Introducing warm transfers into your processes is easy. In fact, you can outsource your cold calling by partnering with HyperTarget Marketing!
With PPC Lead Generation, we’ll run marketing campaigns and gather leads for cold calling for you. People are comfortable with calling and chatting about services and products, but that doesn’t make them qualified leads. That’s where we can come in and help!
If you have any questions or would like to learn more about how you can introduce warm transfers to your team, contact us anytime.