We were curious if our clients talked about Halloween during phone conversations. So we queried our database and found some interesting data, almost a Halloween Effect.
Yesterday, October 31, our clients and their customers did discuss Halloween. In fact, so many of our call recordings contained the keyword ‘Halloween’ that we dug further.
We discovered that when employees talked about this annual holiday with callers, they gathered more personal information and closed more sales. The celebration seemed to cast a spell and almost be magical. We dubbed it the Halloween Effect.
The Halloween Effect and its impact on phone calls:
46% more calls ended with information exchanged when reps mentioned Halloween.
Basically, if employees mentioned Halloween, they were able to get the caller’s name, phone number, plus more personal details. When people disclose information, it deepens their relationship with employees and the company. Plus, this step is critical to conversion.
Convirza call tracking records phone calls. But the real power is in our call intelligence software, Conversation Analytics® services. This technology evaluates and understands what happens during phone conversations. Reports provide clients with more than just keyword spotting. They receive up to 45 indicators that reveal valuable and actionable data.
With Conversation Analytics® services we were able to go beyond the keyword ‘Halloween’ and document what occurred on phone calls. We tagged all calls containing Halloween and found more conversion indicators than the normal.
Our Halloween calls had increased
Each of these metrics contributed to higher than usual conversions. Also, we found calls were 12 seconds longer than average.
When Halloween was mentioned, phone agents converted more phone calls. Depending upon the business, our algorithms classify conversions based on various actions such as booking a service, setting an appointment, or exchanging credit card information.
Honestly, the Halloween Effect is less about the spooky, fun celebration and much more about building relationships. The holiday gave agents a way to connect with customers. When reps engaged callers on a more personal level, customers developed trust. The business call transitioned into more of a relationship. The customer was more inclined to hear the message and trust the agent.
Connecting with customers builds instant rapport. It is not just small talk about holidays, but that can be a good place to start.
Asking questions to understand your customer is an essential component of building rapport.
Active listening and probing questions by the sales rep deepen the customer relationship. Subsequent questions must stem from previous answers to build a strong rapport. If you ask a laundry list of questions it sounds like a script and is annoying. You actually aren’t listening; you are just spouting off questions. Really connect and try to understand the person calling.
What magical effect do you have on your calls? In the same way, we were able to find the Halloween Effect you can discover the secrets in your calls using custom analysis with Conversation Analytics® services.