How are your CSRs doing vs. the rest of the industry? We have the results from our most recent industry-wide survey on CSR Sales Performance, and once again, it's overwhelming: a VERY high percentage of CSR’s don’t possess even the basic tools, scripts, and systems they need to bring in more revenue for their agencies.

Hundreds of respondents took the survey, and here are the results:

1. Rate your CSRs performance in closing inbound calls.
    72.1% below average or average
2. Rate your CSR’s performance in cross selling existing clients and new clients.
    81.9% below average or average
3. Rate your CSR’s performance in generating and following up on referrals for your agency.
    76.3% below average or average
4. Rate your CSR’s performance in delivering a “WOW” Experience on every inbound call.
    72.1% below average or average:
5. Do you deliver scripts for your CSR’s to:
   Close inbound calls? No: 83.1%
   Cross sell existing and new clients? No: 71.8%
   Generate and follow up on referrals? No: 81.6%
   Deliver a “WOW” Experience on inbound calls? No: 82.6%
6. Do you measure your CSR’s:
   Closing ratio? No: 67.4%
   Cross Sell ratio? No: 70.7%
   Referral generation? No: 77.9%
   Client feedback? No: 67.9%
7. Do you set goals and performance standards with your CSR’s for:
    Closing ratio? No: 73.4%
    Cross Sell ratio? No: 74.1%
    Referral generation? No: 78.3%
    Client feedback? No: 77.3%
8. Which ONE improvement would make the most difference to your agency? If your CSR’s:
    Closed more inbound calls. 10.7%
    Cross sold more clients. 37.9%
    Generated more referrals. 23.6%
    Delivered an authentic “WOW” Experience to inbound callers. 27.9%

Clearly, CSR’s aren’t getting the support, training, coaching or scripting they absolutely need so that they can close more inbound calls, cross-sell every possible client, bring you more referrals, and provide a “WOW” experience for every customer who contacts your agency.

My CSR Mastery Program can help your CSRs do all of this, and more. I've trained 1000's of CSRs over 10+ years in all these areas, and as they say - the proof's in the puddin'. Keep an eye out for my upcoming webinar on this topic (it's part of the Tough Times Turnaround series.)

Meanwhile, if you haven't gotten your FREE copy of my book, "The CSR Money Bible: How Every CSR Can Add $63,000 To Any Agency Every Year" - you can order it here (I'll even cover the shipping!)