Every time a lead comes up to the inbound sales department, inbound sales representatives are given the chance to create a lasting impact on overall customer experience and build a foundation of a mutually beneficial relationship between buyer and supplier.
Inbound sales work through branding and marketing collaterals to lead the customer towards the business, meaning the lead that you are getting may be the first time they will interact with a business representative. However, 70% of all buying experiences are gathered from how customers felt while being treated. This just proves that the inbound sales team should be able to have control on customer experience right from the start. And here are ways on how to do it through employee engagement.
1. Have a customer-centric mentality in the business
Having a customer-centric vision will help inbound sales representatives to commit to providing outstanding customer experience throughout every stage of the sales process. However, to have a seamless execution and consistent vision, a customer-experience strategy should be developed for employees to take it into the heart. You should learn to empower your sales team members to impress their clients always by educating them with a structure where they can understand the initiative of the company, and feel trusted at the same time to make important decisions to create the experience.
2. Create specialised representative sales roles
Inbound sales teams are known to hit a certain number of engagements and each interaction will need time in responding to questions and doing research regarding the prospects. This time used can drain their whole work time, thus other tasks are done quickly to meet deadlines. A solution to this is that members of Inbound sales teams should be divided by the business into different focuses for them not to compromise the quality of customer experience they should be providing.
3. Team up with the marketing department for better customer journey understanding
We all know that customer experience starts from the first interaction of the inbound sales representative to a lead, but it would be best to pay attention to the marketing department to flawlessly create a customer journey map to understand customer responses and decision making. This will give an idea to the inbound sales representatives on how to act and respond to certain situations with prospects.
Creating a lasting impression to leads will need a seamless execution of a customer-experience strategy created by the business sales leaders. This customer-experience strategy should be taken to heart by inbound sales representatives to be able to incorporate a customer centric mentality in all phases of customer interaction. To know a strategic contact centre outsourcing, find out if their inbound sales representatives are dedicated enough to commit to providing the best customer experience across all stages of interaction.
Publish Date: June 8, 2017 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
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Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
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Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
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|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
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|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
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|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
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|12.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
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|13.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|14.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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