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Inbound Sales How Analytics and Business Intelligence is Changing the Game - Globalteleforce - ContactCenterWorld.com Blog

Inbound Sales How Analytics and Business Intelligence is Changing the Game

Inbound sales accounts are traditionally viewed as the campaign with a much easier orientation compared to outbound sales accounts. Unlike outbound sales, inbound sales is the setup where the customers are the ones contacting you and that initiates the sales call.

However, Inbound sales accounts are much more demanding in the sense where there is a much greater focus on the rate of conversion. When it comes to the volume of sales calls received versus the drop-offs – where the sales representative fails to make a sale, these are situations that can be quantified through the use of numbers.

In the objective of converting more and trying to infuse value that is geared for customer loyalty, numbers do tell the story – only when we quantify these numbers into statistics that support a situation or tendency that verifies our assumption. These assumptions are often based on the “gut-feeling” of a sales person’s instinctive trait when it comes to making a sale. Through numbers and statistics, the old adage or sales beliefs are best given credence when verified under proven data to back up the claim.

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Enter Analytics and Business Intelligence where even inbound sales account types are getting the benefit in the form of both insight and data driven actions that help further refine our rates of conversion.  Both analytics and Business Intelligence are designed to be integrated as the essential backbone of sales teams that are the ones receiving sales calls from potential customers.

Currently, here are the scenarios where Analytics and Business Intelligence are bolstering the performance of inbound sales campaigns:

  1. Convert More Inbound Sales Calls – Inbound sales campaigns are considered a short funnel where interaction is expected to be based on a customer calling and the sales representative answering. But even on a simpler model, sales drop-offs or “failing to make the sale” scenarios are inevitable. As drop-offs are part of the experience, data being derived from those failure scenarios become valuable where analytics or the business intelligence platform actively compiles, quantifies and draws strong data correlations basing on customer behavior and the prevailing variables attributed on why the sales call did not push thru.

By continuously gathering data, we are gaining insight on recurring factors that hinder the sale. By taking action on such data driven scenarios and comparing benchmarks for improvement, we are able to refine our sales call further, therefore we are positioning ourselves.

 

  1. Pass Data to Marketing – Data and statistics derived from either analytics or business intelligence when it comes to inbound sales campaigns are not exclusive to the sales team to use. These data and statistics can be passed to the marketing and sales support teams for them to discover the meaningful correlation of sales to marketing and sales to customer support. When properly mapped, sales data help bridge the customer journey.

 

  1. Improve Campaign Performance Moving Forward – As sales data and statistics are put to good use and archived under a proactive measurement of trends and visualization, this becomes a part of historical reporting which can be used to compare present and past performances. In between, we discover the variables that helped sales excel past their expected performance.

 

  1. Improve Customer Journey – Data and statistics within the sales campaign is not just limited to improving the sales performance of the department. Rather, the data can also be used to map the customer journey from acquisition, lifecycle and re-engagement. The data derived from the customer part can be used to improve the overall customer experience, therefore bolstering the business reputation and creating more meaningful relationships.

 

While many view inbound sales campaigns as a much easier venture compared to outbound sales campaigns that involve cold calling to create opportunities, it is easy to get complacent and rely on the recommended routine to satisfy sales quotas. In a competitive industry such as retail or telecommunications, inbound sales campaigns are in need of technology such as analytics and business intelligence in order to pilot a program that is geared for success and constant improvement as the campaign moves forward.

When it comes to outsourcing inbound sales teams, companies should look for providers that are progressive in its methodology and offers the most value to the business or brand. Global TeleForce has over six years of experience in the sales arena and our data-driven veteran sales team all operate under an analytics / business intelligence program in order to help you win your market. This way, we guarantee results to our clients and partners when it comes to outsourcing.

To know more about our inbound sales program, contact us today AU +1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us at: enquiry@globalteleforce.com

Source: http://globalteleforce.com/blog/inbound-sales-how-analytics-and-business-intelligence-is-changing-the-game

Publish Date: January 5, 2018 5:00 AM


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eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

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Knowmax

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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



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