Business process outsourcing today is in the mainstream. Irrespective of the industry and the nature of the complexity of a business, call center outsourcing companies can cater to every business requirement through voice process, non-voice process, inbound and outbound support. Outsourcing provides cost savings, improved service, better brand image, and strict quality controls.
Sales and marketing support is one of the most frequently outsourced business processes. It facilitates companies to connect to more customers in a cost-efficient manner compared to setting up an in-house team. However, it is worth knowing how outsourcing services for sales and marketing departments work.
Step 1: Strategy
For sales and marketing support via voice process or non-voice process, it is essential to create a set of strategies by consulting with clients to attract target customers in the most desired way. Sometimes, the client company provides the strategy, followed by the call center outsourcing companies and the company’s in-house team. Often, it is the responsibility of the outsourcing company to create everything from scratch, including the strategy, and is responsible for maximizing sales to a great extent. Supervisors and team leaders’ role is significant here to implement a strategy to get the best results for clients.
Step 2: Sales pitch and script
The call center outsourcing companies are responsible for formulation of sales scripts, and outbound campaigns. It is required to equip agents with a full-proof, customized script when they make calls. It includes detailed information about the sales promotion, FAQ list, and instruction manual about how to proceed with the conversation in different instances. Aside from sales and marketing, the inbound technical process also requires scripts with detailed solutions for answering common customer queries that agents can use to resolve customer queries. Scripts are updated regularly as per needs.
Step 3: Lead Generation
There are various ways of lead generation. Targeted leads are often sent to clients by their outsourcing partners that are relevant to the business. Lead generation is performed through voice process services that include telesales as the prime function. Some of the crucial considerations are an overview of the customers, recommendation forbids or no-bid, synopsis of opportunity, partnering, and eligibility agreement. If the lead generated suits the pre-set criteria, it is passed on to the SFDC or sales force development cycle.
Step 4: Closing Sales
Closing the sales is a very vital step in sales support service. However, it can have a different meaning for different call center outsourcing companies. There could be different SLAs for different organizations. For some, it could simply end at selling a service or product. Other companies may also look to collect details of the customers who have shown some interest in their business. After the sale is closed, it is recorded as closed-won in the sales force development cycle.
Results
Sales won and lost through outsourced sales support services, or different voice process is monitored closely by supervisors and sales managers for weeks and months. Services are further improved based on feedback. The client remains on the same page and gets regular updates throughout the steps mentioned above.
