If you are involved in traffic arbitrage, then call centers take pride of place in your life along with family, friends or bans from Facebook. You go to bed wondering how the call center is doing, wake up and check the status, scolding the call center or praising it to the superheroes who help you hit the cash. The relationship between webmaster and call center can be characterized by the phrase “one step from love to hate.” This is how it has always been and this is how it will always be. Communication with call centers is a completely separate issue. We will reveal it to you today. For this article, we have collected frequently asked questions from webmasters, and the answers to these questions will be from the head of the M1 call center itself Begin!
Question 1. “Out of 5 leads, I only have 1 approval, and the rest are refusals and trash, and I think that in fact these are approvals, only you are deceiving me and taking the money for yourself.”
Answer: Let's destroy myth No. 1. Not all clients who come from landing pages are 100% targeted or buy on the first contact with the operator. There are also some leads that the call center is trying to reach, but the clients are not picking up the phone. And this is not 1-2 calls. As a rule, the dialing pattern consists of 10-15 calls over several days. Plus, call center operators have plans for average checks (this is when the client needs to sell not 1 package of goods, but several). This was created so that the economics match the offer and the webmaster receives his bid, and the advertiser does not work at a disadvantage. Thus, the webmaster does not receive 100% conversion, but at the same time has a fat rate, which helps him work in profit. Work on the quality of traffic, get “increases” from affiliate programs, scale up and such a question will lose its relevance for you.
Question 2. “If an employee moves away from the script, what is the likelihood that you will burn it?”
Answer: The probability is extremely low, we live in the 21st century. We choose torture. Next question please. This is all a joke, of course. The call center has built a system of both motivation and demotivation, which is applied to employees who deviate from regulations or scripts. Let's destroy myth No. 2 that call center operators are robots who should just read the script. Our task is to train the operator to work in such a way that he achieves target approval indicators that will suit the webmaster. A script is one of the tools to achieve these goals. If the operator simply reads the script, but does not approve it, I think the webmaster will not be happy with such a scenario. To summarize, the operator will not be burned if he deviates from the script, but if his actions led to the drain of the lead, then, of course, work will be done with the employee and, possibly, sanctions will be imposed based on the company’s internal regulations.”
Question 3. “The approval rate dropped yesterday, did you give my leads to newbies to call?” or another question: “My friend has a lower rate on the same offer, but the approval is higher. But for me it’s the other way around. Are you deliberately not approving my leads so as not to pay more?”
Answer: Let’s destroy myth No. 3 that in a call center there is cronyism or selective processing of leads. Absolutely all leads, all webmasters, are evenly distributed among the operators who work in shifts. The theme of manual distribution of leads does not work in the call center; there is no division into favorite web sites and those whose leads are given to interns. Everything works simply and transparently. The lead gets into the request queue, then it is distributed to available operators who are on shift. Shifts are set in such a way that the share of new operators does not affect the expected approval of the webmaster.”
Question 4. “Do the call center employees have a low salary and are they not interested in approving my leads?”
Answer: First and foremost. The salary of operators in a CC can be $1000-1500. It all depends on the employee’s skills, experience and desire to learn and develop. Of course, the amount may be less or more, but large call centers provide their operators with decent wages. Second. Financial motivation is structured in such a way that the operator is interested in doing more % approval, and call center managers are engaged in training operators and their development. I think it's time to bust the myth that call center agents don't make enough money. Of course, if someone wants even more money, they go to arbitration :)”
Question 5. “A client contacted me and said that he ordered not 1, but 4 packages. Why did I only get paid for one?” or “The client wanted to buy 1 package of goods, and you offered him 5. Why are you doing it?"
Answer: I would like to ask a counter question: “If the client left a request only to clarify the characteristics and price of the product and did not intend to buy, and the operator put the pressure on the client, made a sale, is the webmaster ready to give part of his approval rate to the call center?)” Let's return to the question. We partially covered the topic in the first paragraph, but let's answer in more detail. Any webmaster’s rate in an affiliate program is formed on the basis of the economy, which in turn consists of several parts. One of which is the average check for an offer. The average bill is formed based on the sale of a certain number of packages of goods. In order to achieve the established standard for the average check and follow the economics of the offer, operators sell customers not just one package, but several. Thus, in order to give webmasters the best rates, the call center must sell the planned number of packages of goods, which is included in the economics of the offer. I think that myth 5, that the call center deliberately pushes more packages of goods in order to drain the lead is broken.”
Question 6. “Do you train employees at all or do you just take them off the street and immediately put them on line? I would sell it better.”
Answer: “We are always looking for new people to join our team :) You can request a vacancy from HR. The only obligatory condition will be to delete the information “arbitrage traffica” on your Instagram page in the profile header. I’ll teach you how to use it as a plus.” Now let's answer the question. Each employee who comes to the call center goes through several stages of training. But since candidates may have no work experience, the adaptation period may be delayed. To speed up this process, additional consultations, trainings, and individual studies are carried out. Also, there are nuances regarding the quality of traffic, features of offers, which ultimately form the final result. To eliminate losses for webmasters, processes have been introduced to guarantee approval or bump (increase) rates. Myth 6 - destroyed. No one puts operators straight from the street into the selling line, and the call center values leads just like webmasters.”
Question 7. “In another affiliate program (call center) with the same traffic, the approval rate is higher. So what if my rate there is lower, I want both approval and rate.”
Answer: “And we would really like that. And the approval should be given higher and the rate should remain the highest on the market (although our rates are already the highest, this is 100% fact). But in order to objectively compare approvals between several affiliate programs, you need to additionally collect and take into account the following metrics:
- what are the average checks the call center makes;
- what is the ransom for traffic;
- what volumes are spilled;
- what is the distribution of leads by hour per day;
- whether the flow of traffic gets into the scaling stage;
- Are the mouth guards overflowing?
If you are given a higher rate somewhere, it is not because the affiliate really liked you. Most likely, the call center of this PP makes higher checks and presses for the ransom. Of course, this may affect approval. You need to calculate your personal economy and look at the final figure. Wherever you get more output, go there. Myth 7, that high rates do not affect approval, has been destroyed; What questions did we forget to touch on in the article or what topics would you be interested in receiving an answer from the call center. Write your questions in the comments and if we collect information for another article, we will publish it in the near future.
