GRIST's Top 10 Sales Contact Centre Insights 2022
Each year GRIST conducts the Top 10 analysis to assess the state of the sales conversation across the Australian contact centre industry and recognise those who are demonstrating an outstanding experience for their customers.
In the presentation below, GRIST Director, Caitlin Ziegler, and Kate Goldby, Senior Behavioural Analyst at GRIST, talk through the Top 10 survey insights, current trends, and identify what micro-behaviours separate the top-performing sales teams from the rest. We also hear from our winners, and how their coaching culture helped drive their #1 result, boosted their performance and delivered business growth. Read on for some of the webinar highlights.
There’s no denying the enormous impact of COVID on the contact centre industry: huge call volumes, long wait times, moving entire contact centres to work from home, plus sky-rocketing sick leave and attrition were all common trends we saw across the industry.
Those challenges aren’t over. But what we have seen as a point of difference for those contact centres that have stabilised, and in many cases, shown growth, were those that maintained a consistent focus on the coaching and development of their people, ensuring the customer-centricity of their conversation but also that their agents feel supported and engaged.
We expected to see scores drop overall – which they did – though only slightly for those in our Top 10. What was unexpected was our winner came in with a higher score than what we’ve seen over the last few years which is a huge achievement! Here’s our Top 10 for 2022:
NobleOak’s performance
Three areas where NobleOak outperformed all contact centres (even their Top 10 compatriots) were the following: understanding the customer driver for calling, connecting with the customer and asking for the sale. These demonstrated behaviours not only increased the quality of their customer conversation, they dramatically increased their business performance as well. Getting a deep understanding and connection with the customer early meant NobleOak agents earned the right to ask for the sale - and in turn, increased both customer satisfaction and conversion metrics.
Want to know how your organisation stacks up against the GRIST Top 10?
GRIST’s Top 10 Comparator report takes 100 of your sales and/or service calls, assesses them against the Top 10 customer conversation micro-behavioural framework. Your report shows you the gaps and strengths you have in your customer experience conversations, and highlights what to do with them.
Want to find out more?
Contact david@gristconsulting.com.au to arrange a meeting to discuss how we can help lift your results.
