Businesses all across the world are now using business process outsourcing. Companies experience a variety of benefits from telesales outsourcing, including cost savings, improved services, and tight quality standards, among others.
In this article, we’ll explain how outsourcing telesales services work and how they help their clients achieve their goals.
A growing number of businesses are outsourcing their various business processes to outsourcing firms located all over the world. Businesses benefit from a wide range of benefits when they outsource, all of which have a substantial influence on the purpose of establishing the business.
In comparison to recruiting an in-house team, sales and marketing is among the most popular outsourced business processes since it allows businesses to reach a larger audience at a lower cost. Have you ever considered how these outsourcing firms operate? Let’s see what we can find out.
The sales and marketing teams must first collaborate with their clients to develop strategies that are tailored to the client’s target audience. To get the most sales, a common plan is developed to fulfill the client’s needs, and outsourced agents implement it. Team leaders are crucial in putting the strategy into action and achieving the greatest results for the customer.
When making a call, outsourcing companies use a script that the agents follow. It comprises greetings, thorough information about the goods or service, and instructions on how to complete the sale.
Aside from sales and marketing, if it’s an inbound technical process, for example, the script will include detailed answers to common customer questions that agents can use to help consumers. The client usually provides the scripts, which are updated on a regular basis.
As soon as the strategy is in place, the next phase is lead generation. There are various ways for a business to generate leads. Additionally, some businesses provide leads to the outsourced company for them to work on. These are usually targeted leads that are relevant to the client’s services or products.
If the leads are generated by an outsourced firm, the outsourced firm uses particular criteria to qualify and disqualify the leads.
Among the most crucial considerations are: an overview of the customer, the opportunity, bid or no bid recommendation, eligibility and teaming agreement. The lead is sent through the Sales Force Development Cycle (SFDC) if it meets the pre-defined criteria.
The most crucial component of the process is closing the sale. Closing sales might mean different things to different call center outsourcing processes. For some, it may imply selling a product or service, while for others, it may mean collecting customer information and forwarding it to the client. When a deal is successfully completed, the SFDC records it as closed-won.
The management keep a careful eye on the sales won and lost during the period in order to find ways to improve the services. With regular phone calls and emails, the client is kept updated throughout the process. If the sales plan or script needs to be changed, the team is given enough training so that the necessary outcomes can be achieved.
Benefits Of Telesales Outsourcing To Your Business
Here are eight compelling reasons why outsourcing telesales to a specialist provider is the best sales decision you’ll make:
- Speed to market: You most likely need quick sales to meet your forecast. Building a professional telesales business takes years of learning, refining, developing managerial skills, and investment in training, recruitment, compliance, and technology. This is in place with a telemarketing outsourcing company, so the focus is on increasing sales.
- Specialization: It’s nearly impossible to thrive in something that isn’t vital to your company’s operations. Outsourced telesales providers are telesales experts, resulting in increased efficiency and productivity.
- Human resources: Human resources are by far the most costly and time-consuming of call center expenses. Every month, O’Keeffe & Swartz receives roughly 1500 CVs, with about 100 of them making it into sales training. Only around half of sales trainees make telesales after completing the training. Telesales is a high staff turnover industry. Hence, constant recruitment and training are important.
- Compliance, ethics and consumer protection: Compliance is a key consideration in insurance telesales, given the array of privacy, consumer protection, and FAIS legislation. Compliance places significant demands on processes, technology, and human capital, and it should be treated as a non-negotiable business discipline.
- Technology: Since technology is always growing, keeping up with the latest market developments can be tough. If your call center’s technology is obsolete or poorly maintained, resulting in hang-ups and frustrated customers, you’re damaging your brand, client relationships, and, without a doubt, your sales results.
- Data and analytics: Telesales is a data-driven strategy that determines if the correct products and benefits are being sold to the right client, at the right time, with the right propensity to buy, and with the best sales pitch. This is made possible by data and analytics as well as the ability to understand and the application of what the data tells you into your sales processes.
- Flexibility: For a promotional period, you could double the number of agents, then drop volumes a month later. In-house operations can’t handle this amount of flexibility. When you utilize a telesales outsourcing company, you get immediate access to professional and well-trained sales consultants. They’re more than likely to have dialed similar campaigns before, or perhaps campaigns for your company. When you need it, this knowledge and skill set is instantly available to help you achieve greater campaign success.
- Cost: The three elements of cost are: time, expertise, and money. You may believe you’re ‘selling stuff,’ but what you’re actually doing is buying yourself a lot of time and management skills. A call center’s heavy expenditures, such as HR, telephony, and technology, are amortized more quickly by an outsourced provider with several clients. When you sum up all the cost dimensions in a call center, it’s difficult to justify this for a process that isn’t vital to your business.
Working with outsourced specialists that have proven approaches and backed by technology, data, systems, and processes, is crucial to establishing an optimal investment to revenue ratio in telesales.