Hi everyone,
I’m so sorry, I’ve just realised this email has been stuck in my outbox – I had intended to send it on 14 October! So back to our mini updates and the 4 part series.
So far, I have covered –
Part 1: The purpose and significance of the merging of our Retail and Sales departments.
Part 2: The purpose and function of our Client Relations Team.
Part 3: The purpose and goals of our Training team.
Today, Part 4, is all about the purpose and goals of our Call Centre.
The purpose of the Call Centre is to optimise appointment and sales opportunities for Hammonds.
Their prime goal on a daily basis is to convert our Hammonds website brochure requests into appointments and fill the slots the Divisional Sales Managers have made available for design visits. Their focus is to take care of our customers whilst doing this thoroughly and swiftly, and wherever possible fill the appointment slots that are available with the next 48 hours. Once again, to optimise any appointment opportunities whilst also building on the customers excitement, and to ultimately create an opportunity for Designers to sell.
Some crazy facts:
We often have between 25,000 and 30,000 people visit our website each week which is pretty mind boggling.
Last year 34,870 customers made an appointment whilst browsing our website (by the way this was 29% up on the previous year)
And a further 46,545 customers requested a brochure.
The job of the Call Centre is to contact the customers who have received a brochure and find out how we may be able to help them – the Call Centre’s goal is to book an appointment for one of our Designers to visit. Last year Call Centre made 16,776 appointments from those brochures.
But there’s more to it than that. Their prime goal is to use appointment slots that are still available for that same day or within 48 hours. We want to get Designers into customers homes so we can start the process of helping another happy Hammonds customer have an installation of beautiful fitted furniture.
The fact of the matter is this small but compact team packs a BIG old punch – they made a whopping 324,240 phone calls to entice customers into making a decision to make those appointments. Those appointments resulted in £18,397,779 of sales revenue. Not too shabby, I think you’ll agree.
But the team don’t only make outbound calls from brochure requests, they also operate the inbound 0800 number which is advertised on our TV advert, they also manage all the incoming customers via email or phone, who may wish to change or cancel their existing appointment.
I think it’s fair to say that they are a pretty busy team. And they always have a ridiculous amount of chocolate available to fuel their sales buzz. If you are in the Hinckley area please do pop in BUT remember if you visit AND bring chocolate … you’ll have a friend for life.
Based in our Hinckley Head Office most of the team have been with Hammonds for more than 10 years, some much longer. When new people join they are very quickly trained and soon raring to join the solid experienced performers who are always able to mentor and support them as they settle in. The bottom line is that our Call Centre team is very experienced, they love our customers, love our product and love making and saving appointments.
I hope this brief insight to the purpose and goals of our Call Centre, our Training team and the purpose and function of our Client Relations team and a little insight to the significance of the merging of our Retail and Sales departments has been useful.
I’m always open to doing any updates that may be of use, so if you have an area of the business that you’d like to know more about, please do let me know. If it’s not my area of responsibility, I’d be more than happy to reach out to those who can help and update up accordingly.
Until then, kind regards,
Audrey
Audrey Chapman Chief Sales Officer
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