The Numbers Don’t Lie: Once Again, Industry-Wide Survey Shows Most CSR’s Fall Short

How do your CSR’s compare? The results of our most recent industry-wide survey on CSR Sales Performance are in, and once again they convincingly demonstrate that overall, CSR’s don’t possess the essential tools needed to maximize production for their agencies.

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

1. Rate your CSR’s performance in closing inbound calls.
    67.4% below average or average
2. Rate your CSR’s performance in cross selling existing clients and new clients.
   76.7% below average or average
3. Rate your CSR’s performance in generating and following up on referrals for your agency.
   79.8% below average or average
4. Rate your CSR’s performance in delivering a “WOW” Experience on every inbound call.
    77.5% below average or average:
5. Do you deliver scripts for your CSR’s to:
   Close inbound calls? No: 77.8%
   Cross sell existing and new clients? No: 64.4%
   Generate and follow up on referrals? No: 73.3%
   Deliver a “WOW” Experience on inbound calls? No: 79.8%
6. Do you measure your CSR’s:
   Closing ratio? No: 74.4%
   Cross Sell ratio? No: 66.7%
   Referral generation? No: 68.9%
   Client feedback? No: 59.6%
7. Do you set goals and performance standards with your CSR’s for:
    Closing ratio? No: 75.6%
    Cross Sell ratio? No: 71.1%
    Referral generation? No: 75.0%
    Client feedback? No: 74.2%
8. Which ONE improvement would make the most difference to your agency? If your CSR’s:
    Closed more inbound calls. 10.1%
    Cross sold more clients. 31.5%
    Generated more referrals. 30.3%
    Delivered an authentic “WOW” Experience to inbound callers. 28.1%

Clearly, CSR’s aren’t getting the methodology, scripts and techniques they absolutely need so that they can close more inbound calls, cross-sell every client, bring you an avalanche of referrals, and provide a “WOW” experience to every client who interacts with your agency.

Wouldn’t it be great if your CSR’s could be trained to deliver exceptional service like this, and give you the kind of results that will make your agency paramount in your market? The good news is … THEY CAN! Click here now: www.freecsrwebinar.com