by Call Center Outsourcing Expert on November 22, 2011
Marketing research is a valuable business tool that can be used to discover emerging trends, assess sales performance, evaluate marketing campaigns, measure customer service and define company goals. When properly analyzed and applied, marketing research will eventually lead to greater sales volume and provide an acceptable return on investment. (See our November 17, 2011 post on outsourcing marketing research to increase ROI.) Marketing research is generally considered to be an investment in future sales with an indirect impact on a company’s bottom line. That attitude has become so entrenched in the business community mindset that the potential to immediately harness marketing research data to directly impact real-time sales is often overlooked.
The goal of marketing research is to collect data for analysis. In a company’s marketing department, it is data analysis rather than the data itself that is considered valuable. However, forward-thinking companies are putting that raw data to immediate use in their sales departments and doubling their marketing research ROI. The key is outsourcing tedious data sifting to a highly-qualified call center
When processed by experienced call center professionals, raw marketing data can generate qualified sales leads, monetize trade show and conference leads, and increase repeat business. An expert call center agent can plow through long lists of potential leads obtained from marketing surveys, internet contacts, trade shows and conferences and cull out those leads with the greatest sales potential, allowing your sales staff to concentrate on closing sales. An expert outsourced call center agent can also be used to contact existing customers, generating direct sales and noting future needs to help your sales force best direct its energies.
The key to success is finding the right outsourced call center partner. Telesales Services is uniquely positioned to match your company’s needs to a call center that has the experience and expertise you need to effectively process raw marketing data and turn it into sales.
by Call Center Outsourcing Expert on November 8, 2011
A superior, professionally run inbound call center can be a considerable business asset. A positive call center experience attracts customers, builds brand loyalty, and enhances a company’s bottom line. On the other hand, a poorly-managed call center can be a significant detriment, driving customers away, negatively impacting brand image, and losing sales. A single negative call center experience is all it takes for a loyal customer to abandon your brand. Call center service quality is so important to marketing efforts that the Consumer Experience Report found that a reputations for superior customer service attracted 55% of customers and 85% said they would be willing to pay more for a superior call center experience.
Consumers love the fast, immediate, personal attention they receive from experienced, well-trained call center agents when they place a telephone order or receive a timely resolution that effective inbound call centers are able to provide when problems arise. Unfortunately, too often the consumer experiences tend to be negative not positive. After repeated experiences with poorly managed, poorly staffed call centers, consumers have developed a laundry list of complaints.
While 77% of American consumers prefer speaking to live agents when seeking customer support; according to the RightNow 2010 Customer Experience Report conducted by Harris Interactive, 82% of consumers have taken their business elsewhere after a negative experience with a call center employee. Seventy-three percent fled after being treated rudely, unknowledgeable agent operatives sent 51% packing, and 55% took their business to a competitor when call center personnel were unable to resolve issues in a timely manner. Other consumer complaints include waiting on hold for minutes on end before being connected to a call center agent and language issues that complicate communication with the contact center representative.
Telesales Services specializes in furnishing the high-quality outsourcing solutions that have proven to provide the positive call center experience that attracts and retains customers. Contact us today to see how we can help you to find the “right” match for your inbound call center needs.
