Alen Parker - ContactCenterWorld.com Blog
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From small companies to multinationals, everyone shares one common goal of having maximum leads. This is so because the speed of business growth depends on how many leads you have in the sales funnel.
For business owners, generating leads has always been the daunting task. The primary reason behind that is lead generation process demands undivided attention and a lot of time. Still, there is no guarantee that you will get the desired results at the end.
To cut all the hassle, organisations mainly outsource lead generation services. The vast industrial experience is the factor that has been increasing the demand of b2c lead generation companies UK.
Do you want to know why outsourcing is deemed as the best option to get a pile of leads? Have a look at the following pointers that will shed light on the prominence of BPO firms:
1. Domain expertise
In order to get a chunk of leads, it is paramount to have two major things — manpower and experience. Usually, small companies think that appointing marketers for running an in-house call centre is enough to generate qualified leads. Owing to this misconception, small firms often face poor results. This is so because that time has gone when cold calling was enough to find potential customers.
Unlike small organisations, multinationals approach specialised service provider because the latter can bring the desired number of leads to the table. To extract a list of potential customers, b2c lead generation companies UK take the help of both offline and online communication.
Another impressive factor about UK b2c lead generation organisations is that they invest a lot of time to do detailed analysis on prospects, take follow-ups, gather requirements, etc. When such tasks are done properly, the chances of getting new customers are more likely to increase.
2. Reach to those who matter
To boost the business growth, companies generally wish to have a myriad of leads. But the harsh reality is that every lead doesn’t turn into new customers. Those companies always get distracted from the business objectives that prefer to generate leads with the help of in-house marketers.
On the contrary, global companies always enjoy high-profit levels because they avail b2c lead generation services from BPO companies. Furthermore, core competencies also get full attention, which, in turn, makes the position of business in the market stronger.
So, if you really want to reach to those people who really matter for business, it is suggested to outsource lead generation services as soon as possible.
Are you thinking how outsourcing companies can help to lift the revenue levels?
We would like to inform you that they divide agents into three teams to perform different jobs. For instance; the first team gets the task to find prospects, the second one is supposed to handle the lead nurturing process, and the third one works on faster closings.
3. Swift finalisation
The factor that decides whether the business will get new customers or not is how well you are closing leads. This fact is highly important because there would be no point to have a large number of leads in the sales funnel if you don’t know how to close them.
To skip the hassle of getting jumbled up with unproductive leads, business owners often join hands with b2c lead generation companies UK.
Lead generation service providers do all the tough work from reaching out to several people to targeting potential customers to identifying who is really interested in products or services. After doing such work to the perfection, swift finalisation is more likely to happen.
Final few words:
To leave competitors far behind, it is imperative to make sure that the sales funnel is filled with a myriad of leads. There are many companies like MVF Global, Go4customer, etc. that can help to get qualified leads in a jiffy.
This article has explained the top 3 benefits of outsourcing the b2c lead generation services. However, there are some other merits that business owners can also gain by approaching a reputed lead generation service provider. Such merits are:
- No more unnecessary expenses.
- Less lead time.
- Zero hassle to filter out unproductive leads.
Publish Date: October 12, 2018 6:03 AM
In this modern era, many digital channels such as live chat, social media, etc. are available for customers to avail the desired support services. But, the voice channel is still the first choice of customers because it owns their trust.
Most of the business owners know that offering an astounding 24 hour telephone answering service isn’t easy and that’s why they approach BPO firms. In order to provide an immaculate 24/7 answering service, BPO firms instruct agents to take care of some crucial factors that include average hold time, first call resolution, etc.
After taking care of such factors, support agents still fail to leave an everlasting impression on customers. The main reason behind that is small mistakes which agents often commit unknowingly during the customer interaction.
Therefore, it is imperative for support agents to know what they should do and what they shouldn’t to assist customers in the best possible manner.
Are you a customer service agent? Want to know how to assist customers during the interaction? Here are some do’s & don’ts that you need to remember:
Do: Speak clearly
Well, solving customer’s issues isn’t that much difficult as support agents often think. Agents can easily enhance the calling experience of customers by simply speaking clearly during the interaction. Whenever customers place a call to avail satisfactory resolutions, they expect an effective conversation with agents.
But the situation gets complicated when customer service agents start using jargon or technical language during the interaction. It is so because customers ask more questions when they don’t understand agent’s language, which consequently, increases the average handle time. This not only decreases the CSAT score but also affects the brand image.
Therefore, it is crucial for agents to avoid such language or words that may go over the customer’s head. In addition, there is one other thing that support agents should do and that is ‘Controlling the speech rate.’ This factor is worthy to get attention because agent’s speed of speech plays a vital role during the customer interaction.
All in all, an impeccable 24 hour telephone answering service UK could be provided easily if agents speak clearly during the interaction.
Do: Greet customers
Making customers feel valued during the interaction has always been the easiest way to lift the CX levels. So, it is significant for agents to greet customers at the start of the conversation. After that, agents should introduce themselves so that customers can feel the expected personal touch.
After doing the greeting part, the next important step that agents should take is ‘Listening to customers.’ This factor is vitally important because the CSAT score depends on it. Whenever agents don’t listen to customers properly, the hassle of negative reviews come out to ruin the business’s reputation.
Because of not listening to customers properly, furthermore, agents fail to solve issues from the root, which consequently, decreases the FCR rate. Hence, it is advisable for BPO firms of UK, Australia, etc. to cultivate agent’s listening skills as that’s the most effective way to provide stupendous 24/7 answering service
Don’t: Leave customers on hold
One thing that support agents need to understand is leaving customers on hold for a long period of time means letting efforts go in vain. Besides, the problem of high customer attrition rate could also occur at the later stages.
Therefore, it is imperative for agents to never put the customer call on hold until and unless situation demands for it. This will surely increase the CSAT score and bolster the brand image, which, in turn, leads to a long-term relationship with customers.
Furthermore, if customers throw agents a curveball, the latter should take the permission of the former before putting the call on hold. Afterward, wipe-out all the issues once and for all so that customers don’t have to make contact again regarding the same problem. Consequently, this will automatically make 24 hour telephone answering service more preferable.
Don’t: Close the conversation unprofessionally
As far as call answering service is concerned, agents are always supposed to do three major tasks — greet customers at the start of the conversation, solve all the issues properly, and end the call on a positive note. Whenever agents do these tasks up to the perfection, customers often feel positive about the interaction, which as a result, leads to a high CSAT score.
In addition, it doesn’t take a rocket scientist to end the customer call positively as all you need to do is keep the below-mentioned tips in mind:
- Thank customers for staying till the end of the call.
- Ask customers about other product or service related issues that they want to be resolved.
Publish Date: September 21, 2018 10:45 AM
Nowadays, nothing is more annoying for business owners than losing loyal customers to competitors. This is so because customers are the factor that provides stability to the business. Continuously losing customers simply means moving towards the end of the road.
To keep the business growth safe, it is paramount to retain maximum customers. For the same reason, organisations make contact with call center business outsourcing companies.
BPO firms always try hard so that they can live up to clients’ expectations. But to prevent the hassle of high customer attrition rate, it is vital to be on top of your game.
Have a look at the following 4 ways that will explain how call centres can retain maximum customers so as to keep the success ball rolling:
1. Do work on improving response time
Both response time and customer retention go hand in hand. This is so because whenever customers make a contact with a company regarding product or service related issues, they expect a prompt response from the other end.
However, when patrons don’t get a swift response, they get irked, which, in turn, leads to high customer attrition rate. Therefore, it is vital for call center business outsourcing companies to reduce the response time as low as possible.
Apart from that, reducing the response time will not only ensure better customer retention but also strengthen the business’s reputation.
2. Try hard to keep the CSAT score high
There are many renowned BPO firms in the UK that deem CSAT score as a tool that can show a clearer picture of where the business is heading. This means if the CSAT score is 7 on a scale of 10, you can expect a long-term relationship with customers.
In addition, if the CSAT score is 9, customers can be considered as brand advocates whereas if the score drops to 5 or 6, it means you are about to lose your loyal patrons. After knowing this, it is crystal-clear why it is paramount to keep the CSAT score high.
Here are a few suggestions that will help to lift the customer satisfaction score:
- Always ensure that customers don’t make a contact again regarding the same problem.
- Make sure that support agents assist customers in the best possible manner during the interaction.
- Integrate the CRM system with all the support channels so that agents can render more than expected.
3. Study complaints thoroughly
‘’Your most unhappy customers are your greatest source of learning.’’
– Bill Gates
As a BPO firm owner, have you ever wondered “Why the hassle of high customer attrition rate keeps arising after trying so hard?” The interesting fact is that BPO firms often have the answer at right in front of them but still they fail to notice. Before you get confused, we would like to tell you that we are talking about the ‘Survey results.’
Generally, call center business outsourcing companies put their full focus on studying the positive feedback in order to reinforce all the factors that drew the attention of customers during the interaction. It seems good practice.
For retaining maximum customers, it is significant to find the reason behind why the customers gave the negative feedback in the surveys. This factor is crucial because negative reviews often shed the light on those loopholes that BPO firms have missed to rectify.
In a nutshell, BPO firms should put more attention on complaints rather than compliments.
4. Offer personalised customer service
In order to keep the problem of high customer attrition rate at bay, it is paramount to offer personalised support service. Whenever a company offers support service in a personalised manner, customers are more likely to continue the association for a long period of time.
Offering personalised support service isn’t an arduous task as all you need to do is tell agents to use the CRM system during the customer interaction.
Besides, it would be cherry on the cake if the same level of customer service gets provided across all the support channels. This will help buttress the brand image, which as a result, leads to better customer retention.
Publish Date: September 15, 2018 8:16 AM
It is said that 90% of marketers do not know how to compute ROI. This is an astounding statistics. So, where you can start? Return on investment is chiefly difficult to quantify when we talk about marketing efforts. For understanding how your marketing dollars affect your organization, you may need to go for more than one strategy.
In order to decide your content marketing ROI, it is advisable to plan ahead, create specific goals, and decide a few meaningful metrics to keep a track of it. Primarily, take a look at whether your content has the possibility to earn money. For computing that, you'll have to keep an eye on the leads and sales in your b2b lead generation companies.
Lead tracking is a great way to measure marketing results. Ask your team to emphasize those areas that can be tracked and measured. Don’t be anxious about those that can’t. If the sample size is big enough, you can fearlessly project overall results from the considerable segment.
Questions to ask while formulating the leads tracking process
- How do we deliver messages to the people who have a final say on the buying decisions?
- How do we stay with them when they move through their buying processes?
- How can we converse in a way that addresses the prospects’ issues?
- What can we give that will make the prospects to engage when they indulge forward with the buying process?
In today’s business environment, an increase in B2B sales leads is the key goal of many marketing programs. For being successful in your marketing results, you must be having answers to the above questions.
Tracking various types of leads
When creating a lead tracking plan, include any kind of contact with the customer. This covers things such as:
- Word of mouth leads
- Search engine/website leads
- Email Leads
- Pay-per-click leads
- Phone Leads
- Trade show leads
- Direct mail leads
- Advertising leads
- Leads tracking software and CRM
- Face-to-face sales leads
Lead tracking software is economical
Leads tracking software is economical in nature. It amalgamates the quality of focused applications with the all-in-one packages. These are made available at prices that even small companies can afford it. The perfect lead tracking software package won’t just inform you about the areas from where most of the sales are coming from. While it will also help increase revenue by guiding salespeople to segments of your customer base which are highly profitable.
Invest in efforts that give returns
Equipped with a wealth of data, you can see the efforts that aren’t producing leads. Also, divert the resources to those areas. Understand your lead generating ROI. It is more than creating a magic number for stakeholders. A comprehensive analytical platform will make you give an idea about the customers' behaviour bringing in quality leads that will generate good revenue.
Have a look at leads quality
There are many ways to gauge lead quality. Some of them are:
- If people are reading your blogs and grab your lead magnet, then this is a clear indication that they are thinking of sharing business with you.
- Your visitors check out the resources that form part of the marketing or sales funnel.
- Visitors contact your sales team and ask pre-sales questions.
The above-mentioned activities are a clear indication that the content is generating qualified leads.
In the end, lead generation has transformed traditional marketing. It is the goal of most B2B lead generation companies UK. In fact, 83% of marketers say that the sole aim of their marketing strategy is lead generation. In the bygone era, cold-calling, static websites, and paid advertising produced great results. However, these days’ buyers are media-savvy and opt for a more interactive approach.
Publish Date: August 27, 2018 10:05 AM
Not all people volunteer to hand over their personal information such as contact details, social media particulars, physical address to a random-caller or visitor. A sense of connection, authenticity and highly convincing approach should be present in your agent who is demanding it from them. It is not easy to attract, create and manage qualified leads by using consumer-engaging techniques for a company. This is where lead generation companies come to your rescue. They do exactly what their name suggests- generate potential leads to grow pipeline by selling products and services to them.
Trying to relieve from ineffective communication and manual-sorting, one aspect that constantly stays inside a businessman’s head is- maximum lead generation. Since it is necessary for various reasons, they pay added attention to spheres such as an expansion of the business-realm, an increment in sales revenue, searching for new clients/job or for conducting efficient research. Not just in-house, these services can be performed by a third-party for your company if you tend to focus on your core competencies. One of the renowned lead generation companies of UK deals with both B2B and B2C organizations and is still managing to maintain a remarkably high position among the top-class marketing service providers. Such is the expertise of this essential business management aspect.
Some common benefits of tying-up with a lead generation company are:
- Lead generation techniques work in a multi-platform online environment to convert a large number of individuals into prospective customers.
- Lead generation companies ascertain grabbing highly targeted traffic by properly matching their demands with your provisions.
- An effective lead generation not only magnifies the sales volume but also upgrades online reputation of your company and its overall branding.
- These services minimize the cost you need to pay for advertisements and promotion for optimized sales.
From initiation through closure, numerous steps are followed to ensure that the lead-target is delivered just on time:
This is a technique of controlled experimentation between two variables, also known as A/B testing. It is used by creating multiple ads and successful marketing campaigns with a view to converting leads.
Using the three simple steps- Blogging, SEO and Social media, you can attain the desired elevation in the graph of your site visitors. The first step which can be further optimized once you reach a reasonable audience is a large number of people landing on your page. This method is based on a stochastic model of traffic run or data sources in a communication network.
Scrutinizing the data is the secret to a successful business. With the goal of information gathering, suggesting conclusions and ultimately supporting decision-making the data is inspected, filtered, improvised and then modelled.
Full marketing strategy:
With this step, you can take care of acquiring fruitful actions and positive results from the target. The needs of the customer meet with the delivery of products and services in a planned manner. To win and keep the customers, the division of work, use of tools, tactics and similar strategies are implemented thoughtfully.
Lead generation companies UK provides countless amenities to its clients. Its services help you build a strong and long-lasting impact on your customers. These companies are promising, highly satisfying to the client’s business and can move to any extent to achieve the determined goal.
Some major services you can expect from your lead generation expert are:
- Fostering of lead
- Lead qualification
- Lead administration
- Automated sales-lead generation
- Database marketing
- Multi-level marketing
- Content association
- Social media supervision
The lead generation companies of the UK showcase similar yet improved examples of work done in this area such as Customer referral programs, webinars, appreciation schemes, paid searches like PPC, CPC and so on. UK based companies are globally recognized for practising the most productive methodologies to take their organization to the next level. Other nations look up to them for their easy excellence and position-sustenance with some very basic business rules they abide by. Therefore, adopting some proven advanced technologies and having a progressive mindset can lead any business to extreme heights. Other than that, you just need to keep generating more leads and count the days to reach on top.
Publish Date: August 24, 2018 1:22 PM
Working day and sometimes night will apparently stress out a person until he gets so exhausted that he start losing his sanity. For massive organisations, a mass exodus of employee leave does not come out as a big problem; but for the small and medium sized firm with limited staff vacation could often be a problem for potential sales that will fall through the breaches. It’s important to take a break to ease away the feeling of fatigue after continuous days and months of work. But the complications of ‘leave’ can turn out to be a difficult situation for an organisation with limited staff. For that reason, if the concept of stepping back from business or running short of staffing resources is the cause for your heart attack, then call answering service might offer you an optimal solution.
Here are some of the optimal solutions provided by a phone answering service provider.
Make it look like a usual business day
Hard times come around when it is that time of the month, a time for vacation among employees. Every time an employee takes a day or two out for vacation, workloads keep piling up. It becomes a burden for other workers when the whole day work of an agent on leave is stuffed into other employee working schedule. Moreover, busy periods handled by limited call agents may result in unanswered calls and missed leads. During this apprehensive time of vacation organisations must focus on loops to save such unmeasured condition through a trusted party providing call answering services. It will positively act as a leeway for your organisation. This means that you can deliver information in advance to assure sustenance of your business by employing a temporary receptionist to answer all your calls in detail.
While the bird chipping on your window every day had migrated to Siberia, you can still make it look like a usual day.
Responsive automated system during emergency
Understaffed or not, all your emergency calls will be responded with ease. For organisations in customer support sectors, a shortfall on staff for a single day can have a weighty impact on the core business. Customers are unaware of the fact that some of your employees are on leave; they are schizoid enough to expect quality service even from the ghost. A proficient telephone answering service provider has the amenity of a fully automated system precisely designed for clients that need help urgently. These service providers have assisted the assimilation of platforms in reporting faults, breakdown and other urgent messages.
Automated availability system of telephone answering service 24 hours a day allow customers to reach industry phone at any day any time. With the help of these fully mechanised system and software call, an organisations on-duty team can go through respective names listed until someone answers the call.
Managing an employee’s diary
Isn’t it easy to imagine a life where you have to just shake your magic wand say a few spell and all your work is done? Similarly, imagine returning from a rejuvenating vacation to find that your diary has been updated and managed till date in your absence. The call answering service provider can fully manage your call schedules using your preferred diary system leaving you and your team unrestricted to relish the heat of the sun or warmth of the breezy air.
Whether your staff members are hiking up the mountain or watching the snow falling down at night 24 hours accessibility of an optimal call answering solution providers will always ensure that your business does not run out of customer due to a few employees day out.
Publish Date: August 21, 2018 12:26 PM
When you subcontract your telephone answering and call centre function to an outsourcing company it not only appoints but, authorises the agents working at the company to talk to your customers on your behalf. What your customer feels about your business depends on how these agents communicate with your customers and what all information they provide to them. This means that a little lag on these agents end can not only irate your customers but, can also tarnish your brand image in the market. Thus, it becomes important that while planning to outsource your telephone answering services or other call centre functions you must diligently perform an industry-wide research and collaborate with the most reliable outsourcing partner that has proven track record in offering industry-wide services.
In this blog, we will be exploring some crucial factors that you must look for while subcontracting your non-core business processes to a call centre:
The first and foremost thing that you must consider while availing telephone answering services and call centre services is the quality that the call centre claims to deliver. Certainly, you cannot go by the words of the service provider. You need to go through reviews that are available over the internet and cross check them by reaching out the companies who have posted the review. Also, you should call up the service providers call centre to evaluate communication skills and telephone etiquettes of their agents.
More often than not, businesses chose to outsource its telephone answering services and other functions to a service provider to reduce their operational costs. Thus, it becomes important that the outsourcing partner that you decide to go along with should be based out of a destination that offers a complete range of services at minimum expenses.
Round the Clock Support
Outsourcing enables a business and its customers to interact with each other round the clock. By outsourcing your business processes, you will have agents working for your business 24-hour a day, 7 days a week and 365 days a year and that too at minimum cost. Having 24-hour telephone answering services ensures that you are available for your customers when they require your, even at the oddest hour of a day.
To meet up the rising demands and expectations of your customers, it is important that you must provide your customers with an array of platforms via which they can reach out to you. Omni-channel support allows you to connect with your customers at their preferred channel of interaction, which help in improving customer experience and satisfaction level.
These are the four factors that an organisation must consider before outsourcing their call centre function so as to make the most out of the business proposition.
Publish Date: August 14, 2018 10:37 AM
Nowadays, social networking sites have become the perfect place for the marketers to contact the potential customers for better business’s profitability. But, businesses usually put their focus on Facebook and Twitter because of the larger user base and here they make the first mistake because there are many users who are also active on other social media websites.
If you are a business owner and don’t know that how leads can be generated on LinkedIn, following points will help you:
To generate leads through LinkedIn, it is very necessary to share updates on the regular basis. It is the best way to appear on the connection’s news feed. Therefore, lead generation UK companies always ensure that their agents post relevant & informative content related to the business as it draws the attention of interested LinkedIn users. Apart from that, adding hashtags can increase the reach of the content as it will be shown to those people who are searching for the same hashtags.
PARTICIPATE IN THE GROUPS
A surprising thing about LinkedIn is that around 2.1 million groups exist on its platform. So, if you are a salesperson, it is advisable for you to join the highly active groups because it is the best way to make more connections. In addition to this, commenting on others’ posts, giving quick replies, and getting indulged in the discussion will help you in building the trust with the group members and that means more leads can be generated.
USE OF ‘INMAIL’ AND ADVANCED FILTERS.
Most of the lead generation UK companies usually opt for the ‘LinkedIn Premium’ or ‘Sales Navigator’ account as it allows the sales executives to use advanced search filters that help the latter while generating the leads. Apart from that, salespeople consider ‘InMail’ as a distribution channel because it allows them to send messages to those individuals who aren’t the part of the former connection. Moreover, InMail also helps in getting past the gatekeeper so that nothing can come in the way while making contact with prospects. Another interesting fact is that marketers usually generate 30 times extra leads while using InMail as compared to the calling.
Being a sales executive, it is advisable for you to be active on LinkedIn as long as you can. Sometimes, readers post comments after reading the shared content and that is the perfect time to make a connection with them by saying a simple ‘Thank You’ or giving a thoughtful reply. Moreover, this thing gives a positive impact on the readers and that will encourage them to share your content on their newsfeed and that will bring the golden opportunity to generate more leads.
This blog explains that how lead generation UK companies can use the platform of LinkedIn for better business’s productivity. We hope that you understood the above-mentioned points. But, if you want to know more regarding the same, be connected with us.
Publish Date: July 27, 2018 12:55 PM
Having a continuous pipeline of leads is something which businesses from all around the world thrive for. Every business undertaking which works on the profit model is looking for ways which help it in maximising the revenues and the first step in achieving this goal is to generate high quality leads. However easy it might seem in the beginning, finding those prospects who hold a certain degree of interest in the company’s offerings is a difficult aim to accomplish. This is the reason why the smart businesses opt for outsourcing services providers as they are the ones who hold the necessary knowledge and ability to ensure that the business never runs out of leads.
One of the most perilous decisions is to generate leads only by means of the in-house team. Such a decision can prove out to be extremely detrimental for the health of the business because the cost and effort involved in recruiting, training agents along with making technological investments can prove out to be an extremely costly affair. The level of financial and managerial sacrifices that such a setup demands is extremely high. This is one of the main reasons why successful companies opt for lead generation companies UK as these firms hold specialised knowledge in the domain of creating a pipeline of prospects. However, if you’re still of the opinion that outsourcing the vertical of lead generation isn’t one of the smartest decisions, then here are certain reasons which will make you rethink about your misconception.
Improved quality of leads:
There exists a huge between the leads which are generated by random cold calling and the ones which are created by a strategic process. Every business needs qualified leads as cold leads are of seldom any importance.The team which is functioning internally might not be proficient enough to understand the intricacies of the entire process and the ways in which communication needs to be established. Best Lead generation companies UK on the other hand hold the necessary capabilities to work in a manner which generates high quality productive leads for the business.
Better team at a lower cost:
If you opt to set up an in-house lead generation team, then the costs involved in it will be humongous. Also, there exists no guarantee that the agents which you’ll hire and train will be able to give you the desired results since day one. However, when you opt for an outsourced support then you’re able to gain the assistance of experienced team members who possess the knowledge of all the tactics and are capable enough to utilise the latest technology in your favour. The best part? You can all these colossal benefits at a fraction of the cost.
Retain your focus on core business activities:
One of the biggest advantages of outsourcing any integral arm of your business is that it removes the burden from your shoulders and enables you in focussing on the important business tasks. This assists in focussing the time and energy on those areas which actually need the immediate attention of the management. Also, outsourcing non-core activities like lead generation relieves the management of controlling one more business function as they know that the outsourced support5 services provider holds the experience and skills to manage the tasks seamlessly.
Get years of experience at your disposal:
Hiring veterans is a matter which requires financial dedication as well as a lot of time needs to be invested in finding those people who are the right fit. However, when you opt to outsource to lead generation companies UK, you get the benefit of agents who hold the industry-specific experience. One can’t build such a team in-house overnight and huge sacrifices need to be made both on the financial and organisational front. It is a long and ongoing process which might take years to give fruitful results. But by choosing to outsource, the company can gain the benefit of such experienced professionals without having to wait for so long.
Apart from the pointers mentioned above, there are numerous other reasons because of which a company must opt for lead generation companies UK and seek their assistance is order to ensure that the business gets an endless supply of high-quality leads. The brands which perform well are aware of these immense benefits and that is why they choose to use these services rather than setting up a costly in-house team.
Publish Date: July 27, 2018 12:37 PM
If there’s one thing which the call centers outsourcing industry is notoriously known about, then it has to be the attrition rate of agents. The sector is infamous for its inability to retain its talent and this has surely created some major problems for the industry in general. Blame the work pressure or the lack of a conducive physical environment, people working in a call center aren’t very pleased with their work profiles. As a result of the numerous unfavourable factors, agents lack motivation, become unproductive and end up leaving the organisation. This affects the company in more ways than one and because of the loss of talented workforce, the business ends up suffering to great extents.
Though the very nature of a call center is such that attrition is inevitable, but by taking certain productive steps the call center outsourcing services can ensure that their agents stay with them for a longer duration of time. Achieving high levels of agent engagement is difficult but it surely isn’t impossible. The successful firms in the business have won the trust of their workforce and have been efficacious in retaining them. The question which arises here is how are they actually able to do it? Well, this article will shed some light on the ways these successful call centers achieve the goal of agent engagement.
Reward and recognition:
The most effective tips are generally the simplest. The very nature of the human psychology is such that we are thirsty for appreciation. Whether it is in the form of monetary reward or a word of praise, small gestures of recognition work amazingly well in boosting the morale of agents. Recognising and rewarding the best talent doesn’t just work as a means of motivation for them as it also works extensively well in instilling a sense of enthusiasm in others for receiving similar accolade. Also, this is one of the best ways of fostering a conducive environment and restoring the energy levels in the organisational setup.
On one hand the agents are expected to deliver impeccable solutions to the customers and on the other hand they aren’t provided with enough freedom to use their knowledge in their own way. Though there do exist certain standards which employees must follow, but restricting them and expecting that they will behave in a way which will doesn’t use their experience to the maximum limit. Undeniably, call center executives possess a plethora of skills and knowledge which can be of great use to the company. By empowering them to provide services as per their discretion, call center outsourcing services firms don’t just put their skills to good use but also instil a sense of confidence in agents which helps in engaging them better.
Opportunities for career development:
If at any given point of time call center agents feel that they don’t have a future in the organisation, they would leave without any second thoughts. In order to retain their agents, companies need to put in efforts to build a strong career path for the agents which would help them in enhancing the bond which they share with them. Apart from offering a generic growth path, call center outsourcing services verticals can also create specific development programs which segregate the top performers from the crowd. Devising separate development track for high potential employees will help the company in preparing competent people for key roles. Doing so won’t just craft the best talent, but would also enable the business in engaging its agents to a great extent.
If the valuable and talented workforce keeps on leaving the call centers outsourcing firm, the business would be left with no other option but to devote time and effort in acquiring more people and training them. In order to save the losses, it becomes extremely vital to start working on retaining and engaging the agents.
Publish Date: July 26, 2018 10:12 AM
IT and its associated industries have been growing in a seamless fashion for quite a sometime now. Despite the tumultuous period of the great depression during the late 2000s and the early 2010s, the IT sector continues to sail the sea. Along with the core operations, the peripheral processes in the IT sector are also gaining rapid momentum. The bifurcation of processes such as KPO, LPO, EPO etc. from the conventional BPO processes is one such analogy.
Tech-support, help desk call centres are finding it difficult to keep up with the growing demand. A lot of these call centres are located in the developing world where it is more cost-effective. This growing industry has been a reliable bread earner for fresh graduates across countries such as India, Philippines, Brazil etc. It provides an alternative to businesses worldwide to outsource their non-core processes such as technical support, accounting, etc. at an affordable cost of operation. It relieves the organization from the associated burdens of business management and helps in keeping the focus on the core business activities.
What is a help-desk call centre?
A help desk call centre UK provides single or multiple points of contacts to assist the user with troubleshooting and queries related to the relevant product or service. It is also known as customer support centre; IT support centre etc. It may use certain software applications to keep a record of the issue such as Issue Tracking Systems. The user is prompted to raise a ticket for the issue, which, in turn, gets catalogued in the system to be later resolved or escalated by the assigned personnel or rep.
The organizational hierarchy
A robust call centre has well-structured and segmented organizational tiers in it.
The help desk maintains a knowledge base or FAQ list so that the first level or the basic queries can be resolved without raising a ticket.
The desk side team, also known as the desktop support team resolves issues related to laptops, desktops, relocation of workstations etc. It usually has two teams where the complex issues are escalated to the next level. They are the ones that are responsible for configuring OS for new users, repairing computer hardware, installation of software etc. within the help desk call centres.
The network team is responsible for issues related to network software, attending to glitches in the network infrastructure, switches, backup systems, and firewalls. They mitigate the risks associated with network securities.
The server team is associated with every facet of the server software, network authentication, email accounts, network resources. The databases and the content management system also comes under their technical jurisdiction.
The telecom team in these BPOs looks after the telecom infrastructure such as PBX, VOIP, voicemail setup and configuration.
Publish Date: July 25, 2018 9:28 AM
Telemarketing is a strategy that is being utilized by the marketers for a long time now. Inbound telemarketing is core to the customer service department and is placed above the outbound division. However, there are instances that prove that the significance of outbound services is not less either.
Outbound telemarketing services can be seen in demand for a number of businesses. Business owners understand that outbound services actually ensure a smooth customer engagement. There can be two ways to actually offer these services; in-house or outsourced.
If you are planning to incept an in-house facility for outbound services, then, you need to pour in a lot of money and effort for the same. First of all, you would be requiring to invest in the recruitment and training of the employees. Then, the infrastructure and technology will pull up capital from you.
Outsourcing diminishes these costs as the call centres offering these services already are equipped with the state-of-art infrastructure and technology. Along with this, you will get a direct access to a team of experienced and skilled professionals, which knows how to reach customers and offer these services.
Let’s dive into the reasons why outbound telemarketing services are drawing the attention of businesses across the world.
Reasons for the rise of outbound telemarketing
There are quite a few compelling reasons that show why outbound telemarketing services are witnessing high demand from the businesses:
- It engages customer perfectly: One of the basic reason to launch or avail the telemarketing campaigns is to increase the customer engagement rate. This is ensured when you partner up with a competent service provider, who is well-versed with the latest industry standards and holds expertise in promoting the product line to the customers.
- Your brand’s market repute is elevated: When your customers are treated with diligence and care, then an impressionable image of your business is built in the market. This becomes possible owing to the unmatched service quality offered by the outbound agents.
- Sales are hiked: Outbound telemarketing actually influences sales. The outbound experts ensure to implement the upsell and cross-sell tactics while promoting a product or discount offer to the customers. More adept your expert is, higher number of upsell & cross-sell deals are possible. This raises the overall sales figure for your business.
- Human touch: There is a sense of human interaction that tops all the scripted and robotic communication. Customers actually appreciate when they are interacting with a real agent who is able to understand their pain points and provide a prompt solution.
Outbound telemarketing services offering
There is a wide plethora of outbound services that are offered by a number of vendors in the market. These services are:
- Appointment setting: The competent outbound agents ensure to fix the appointment with your prospects, leads, and customers. They make the call and convince the potential customers to meet up and discuss the offerings. This offers your sales team a golden chance to convert the prospect into a customer. Also, this unburdens a lot of load from your sales staff.
- Lead generation: One of the most tedious tasks of the complete sales cycle is generating warm and closable leads for your business. Not only this task is time-consuming, but, it also demands a lot of patience and investment from your side. This deadlock is being solved by an eminent team of outbound agents that is engaged in providing the best leads for businesses. These experts hold prowess in generating relevant and lucrative leads for your business.
- Telephone surveys: If you can find out the preferences of your customer, more than half of your work is done. Companies are now looking toward the able outbound telemarketing service providers to conduct surveys among their customers. The telephonic survey is not a new method and the agents offering this service know what valuable information is needed to be drawn from the customers. Organizations are being benefited to the core by these surveys. You can analyse the survey result and generate meaningful implications that help you in making your next action plan for your business and customers.
Publish Date: July 24, 2018 9:45 AM
To set the new benchmarks, it is extremely important to promote products or services. Owing to this reason, most of the business owners join hands with UK outbound telemarketing companies.
With the time, getting desired results via telemarketing has become a daunting task for the telesales agents. This is so because potential customers don’t stay on the call for more than 10 seconds. But telemarketers can still achieve a high sales conversion rate if they start working on some factors.
Today, we come up with some astounding tips that will surely help the telemarketers in achieving the high sales conversion rate.
Research is important
Usually, outbound telemarketing companies in UK instruct their telemarketers to put full focus on making a maximum number of calls in a day. Consequently, this leads to low sales conversion rate. This is so because every time making random calls cannot bring the desired results.
The primary reason behind that is it is very hard to convince those potential customers who don’t have any interest in the advertised products. But telesales agents mostly ignore this factor and make calls without any research. As a result, this leads to the wastage of time and resources.
Therefore, it is advisable for the telemarketers to start putting efforts into researching in order to know about those aspects that usually draw the attention of prospects. All in all, researching is the most-effective way that can help the telemarketers in getting high sales conversion rate.
Bragging never pays off
An effective conversation with potential customers is the only way that can lead to better sales results. But sometimes telemarketers take this aspect for granted and start showing off by telling the company’s accomplishments. Consequently, this leaves a negative impression on the prospects, which, in turn, leads to poor results.
This is so because potential customers only want to know whether products or services would be helpful or not. Hence, it is imperative for telesales agents to start explaining the benefits products or services and remember that bragging never pays off.
Try to make the conversation interesting
In the telemarketing world, nothing is better than a meaningful dialogue to ensure high sales conversion rate. That’s the main reason why best outbound telemarketing companies in UK are always supposed to remember that two-way communication always leads to better results.
To ensure an effective conversation, it is paramount to make potential customers comfortable during the outbound call because no one can speak to a stranger freely.
Therefore, telemarketers should always ask relevant & interesting questions so that prospects stay on the call for a long duration. This will surely lead to the desired results.
Here are a few suggestions that telemarketers can take into their consideration for the sake of better conversation:
- Use call scripts as less as possible.
- Explain the advantages of products or services in a personal manner.
- Always use simpler language so that prospects can understand the benefits of products or services in a much better way.
Publish Date: July 24, 2018 9:16 AM
In this era, most of the companies are eyeing on the first position of the market. Therefore, the demand for lead generation firms has been increasing very rapidly. With the time, it is said that generating leads via email marketing has become an arduous task.
However, this fact is not true as qualified leads can be generated very easily. Today, we come up with 3 simple ways that can help in generating quick leads:
Sometimes potential customers get redirected to the company’s website after clicking on the links given in the emails. This aspect always leads to a poor sales conversion rate. Well, the main reason behind that is prospects usually get confused after seeing so many products that carry a similar price tag. Hence, potential customers leave the website without buying products or services.
Therefore, it is imperative for top online lead generation companies in UK to create a landing page and add the link of it to the emails. After that, send the emails to prospects. This aspect will keep all the unnecessary troubles at bay. Here are few suggestions that marketers should keep in their mind while creating a landing page:
- Re-explain the products or services in a clear and concise way.
- The look and feel of the landing page should match with the email.
- Ensure that both landing page and email contain the same Headline, copy, and content.
Identify the best time and day to send
Well, it is imperative for the marketers to identify the best time & day to send emails to prospects because this is the easiest way to generate qualified leads. Sometimes, top online lead generation companies in UK send emails that contain high-quality content at a wrong time, which, in turn, leads to poor conversion.
The primary reason behind that is potential customers are less likely to check the emails during the business hours. Therefore, sending emails during this duration isn’t going to help the business in any way.
That’s why evening time is usually deemed as the best time to send marketing emails. Moreover, it is advisable for all the marketers to send promotional emails during the weekdays because there is a high possibility that prospects may not read the emails during the weekend.
Send quality content
Last but not the least, the quality of the content is a very important aspect that usually draws the attention of potential customers. Therefore, it is imperative for the UK top online lead generation companies to put the focus on improving the quality of the content.
The most cited reason behind this is that sending the same boring marketing emails repeatedly to potential customers always leads to a poor sales conversion rate.
Here are some tips that will help in enhancing the quality of the content:
- Add supreme quality images related to the services or products.
- Highlight all the key points.
- Write captivating subject lines.
- Don’t use more than three fonts.
- Use simple language to explain the products or services.
Publish Date: July 24, 2018 6:10 AM
Do you know which aspect is most significant for the telemarketing companies? If no, the answer is ‘Time’.
As far as business is concerned, every single minute is an opportunity to generate more revenue. Therefore, most of the business owners try to make maximum profit at the end of the day.
For the same reason, BPO firms get approached as they know how to bring the best results on the table for the business.
With the time, the significance of predictive diallers has been increased. Because these have eradicated all the hassle of the manual dialing and revolutionized the technique that call centres have been using while running the marketing campaigns.
A predictive dialler is an outbound calling system, which automatically makes a call from the list of customer’s contact number. This not only saves agent’s valuable time but also minimizes the rate of unanswered calls.
Have a look at the following reasons that will explain why telemarketing or advertising companies cannot ignore the influence of predictive diallers:
Stronger lead management
Predictive diallers can be integrated with ‘Lead Management Software’. For those who don’t know, lead management is a process to increase sales by combining the tools with techniques.
Predictive diallers always help the agents to reach the potential customers by skipping the 'Do Not Call' numbers and other unqualified numbers from the dialing list.
Moreover, predictive diallers help in organizing the sales information, lead data, call back information, etc. This information helps the agents during telemarketing.
If you are an owner of an outbound call centre, you should already know that telemarketing depends on three factors that include an intelligent calling system, proficient agents, and receptive customers.
These aspects increase the importance of predictive diallers because these can reduce the call abandonment rate, which, in turn, leads to higher sales conversion rate.
Furthermore, predictive diallers not only increase the number of calls but also improve the call quality.
Boost agent’s productivity
Mostly, outbound telemarketing companies push their limits to boost the agent’s productivity so that more revenue can be generated.
Here, the importance of predictive diallers gets increased as these eliminate the hassle of manual dialling and this helps the agent’s in focusing on producing effective results.
The main reason behind this is predictive dialler automatically determines the best time to call, predicts when the current call will be disconnected, and saves time in dialling the next number.
In addition to this, outbound call centres and sales organizations prefer predictive diallers because these help in reducing agent’s idle time, which, in turn, leads to improved business’s bottom line.
Predictive diallers use call disposition codes which help the agents to update the final result of the call in a swift manner. This not only saves agents’ precious time but also improves the entire calling process.
For those who don’t know, call disposition codes are call description labels which are used in outbound telemarketing companies. These codes are also known as activity codes. These codes are the description of the outcome of the call which is updated in the call log and contact’s profile.
Disposition codes include ‘Busy’, ‘Left Voicemail’, ‘Disconnected’, ‘Appointment Set’, etc. These codes keep the entire sales team on the same page so that nothing leads to any chaotic situation.
The Telephone Consumer Protection Act (TCPA) protects customers from getting annoying solicitors and telemarketing calls. It states that companies cannot make a telemarketing call to customers without the permission of the latter. Any violation will put outbound telemarketing companies in a big legal trouble.
Here predictive diallers come into the play as these smart diallers filter out all the numbers that are listed in the DNC (Do Not Call) registry and allow the outbound call centres to contact those customers who are open to telemarketing and advertising calls.
In addition to this, predictive dialling offers compliance features that include call recording, manual call approvals, etc. to keep the call centres remain compliant.
Seamless CRM integration
Agents usually get connected to another call immediately after disconnecting the current one. This gives very less time to agents to prepare for the call.
Therefore, most of the outbound telemarketing companies integrate the predictive dialler with a CRM system. Because this helps the agents to get all the required information that include previous interactions, tickets, etc. to enhance the customer’s experience.
Another benefit of predictive diallers is that these send email or SMS automatically after every customer interaction. Agents can also crosscheck the message before sending it to customers to ensure that nothing is missing in the text.
These auto-responses help the agents to quickly wrap-up a call, which, in turn, leads to improved operational efficiency.
Publish Date: July 19, 2018 7:48 AM
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