Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

How to Develop a Sales Follow-Up Strategy That’s Effective and Scalable - RDI Corporation - ContactCenterWorld.com Blog

How to Develop a Sales Follow-Up Strategy That’s Effective and Scalable

Looking at the big picture, personalizing your sales follow-up process across all of your vendors and teams may seem impossible. But, consistently and strategically following up on worthwhile leads will make the difference between a stagnant and a record-breaking year for your sales team.

As you probably already know, the majority of sales aren’t going to happen on your first meeting or contact with a prospect. But, did you realize that, on average, only 20% of sales leads are followed up on? Robert Clay of The Marketing Donut reveals that “80% of potential opportunities are lost without trace simply due to lack of follow-up.” Clay goes on to write, “People and companies who don't follow-up, who do nothing to build up that trust and relationship, cannot succeed, especially in today's tough economic climate.” Teach these follow-up best practices to your sales team, and they're sure to have improved sales performance.

1. Maintain a regular follow-up cadence.

Many prospective customers can take weeks, months or even years to finally decide to choose your company’s solution. Clay of The Marketing Donut explains, “Contacting your prospective and existing customers every three months or sooner builds trust and professionalism and keeps 'top of mind' awareness.” Having your sales agents invest that much time and energy into leads for such long periods of time can seem daunting. However, by establishing and following a regular follow-up cadence, your team will close more deals.

Follow-up doesn’t have to be extremely in-depth or time-consuming, either. Set calendar reminders or use your CRM to remind agents to make contact with a group of prospects on a certain day of the week to send out follow-up emails or make phone calls. Work follow-up in as a regular part of your team’s schedule, and it won’t fall through the cracks as easily.

Encourage your sales team to get their prospects to commit to a follow-up day and time before they get off the phone with the prospect or leave their office. Jim Domanski of SalesGravy warns salespeople to not make the following mistake: “Perhaps the single biggest mistake reps make is not establishing a specific date and time for the follow-up call at the end of their initial call.” Getting the prospect to commit to a specific time window makes it more likely that the follow-up contact will be well received.

2. Understand the three major lead types.

In order to maximize your sales team’s time and efforts, as well as to boost your bottom line, it’s critical to have defined guidelines for qualifying leads. According to Dan Kennedy of Entrepreneur, there are three main lead types that your company will net out of all sales and marketing efforts. These are:

  1. Hot leads – ready now

  2. Warm leads – will be ready soon

  3. Cold leads – may never be ready

Of course, in a perfect world, you would somehow know right off the bat which prospects fell into which category. But, that’s not how the real world works. Instead, your sales agents must become experts at feeling out prospects through regular follow-up to see if the deal is ever going to go anywhere. “Hot leads” are the easiest type to spot; they’re eager to close the deal and begin using your products or services as soon as possible. Seasoned sales professionals can quickly determine whether other leads are warm or just downright cold — but that wisdom comes with experience.

It’s important that your sales agents don’t neglect to nurture those leads they’ve identified as “warm.” Kennedy warns of inexperienced salespeople who merely “cherry pick” the hot leads and ignore the rest: “Instead of doing the tedious, follow-up grunt work, sales reps usually wait for a new batch of leads to come in. In the meantime, the warm leads from the last batch get cold, and they're soon forgotten.” Don’t let this happen to your company. Make sure your team is tracking and following up with warm leads for at least five meaningful contacts or attempts.

3. Tell them once — then tell them again and again and again.

Repetition of the same information over and over through consistent follow-up may seem mind-numbing and meaningless to you, but remember that your prospects don’t yet know the ins and outs of your products like you do. Kennedy of Entrepreneur reminds sales teams: “Don’t make the mistake of thinking that if a prospect heard the pitch once, they understood it. Chances are, they didn’t. Tell him again and again and again.”

Sales expert Jill Konrath reminds sales professionals to re-emphasize the business value of your product or service each time you make contact. She writes, “Your prospects will only change because of the impact you can have on their organization. Reiterate it. Remind them of how you can help.” Ensure your sales team consistently reinforces how your company can benefit leads and solve their pain points.

4. Send the right email, at the right time.

These days, nearly everyone is bombarded with dozens or even hundreds of emails on a daily basis. So, it’s paramount that your team’s sales emails stand out from the crowd and get read. In order to accomplish this, your team must send the right email to your prospects, at the right time. Emma Brudner of HubSpot suggests sending tactful follow-up emails to leads tailored to the following occasions:

  • After leaving a voicemail

  • After chatting at a trade show

  • After having that initial conversation

  • After second, third and fourth follow-up attempts

  • One final “last ditch effort” contact

Brudner reminds sales teams to “Follow up on your follow-ups! Persistence is a virtue in sales, and it can pay off.” What’s more, making your follow-up communications personal goes a long way. Ryan Taft of Jeff Shore writes, “If you want to stand out, take the time (it doesn’t take much) to make your communication actually mean something to your prospective buyer.”

In order to personalize a communication, your sales reps must take the time to actually get to know the prospect during the initial contact. Find out what their daily challenges are, what their biggest business hurdles are and what their goals for the upcoming quarter or year are. Then, incorporate that information into the follow-up message; help the prospect visualize how your product or service could help to solve those problems and meet those goals.

5. Integrate your sales and marketing efforts.

Kennedy of Entrepreneur also points out the importance of integrating your sales team and marketing department. Why? Because sales can empower marketing to create better targeted messages, and marketing can empower sales to have a more cohesive follow-up strategy.

Kennedy recommends five straightforward ways to make this happen:

  • Send relevant, valuable information to each prospect frequently

  • Communicate with all prospects regularly and efficiently — without having to devote sales time to one-on-one contact

  • Document all communication between your company and the prospect

  • Make sure your sales reps have a backlog of specific information (think product features and benefits, for example) they can send immediately upon request

  • Track each and every lead using your CRM system, so everyone in sales and marketing knows the status of all leads, at all times

Be Persistent and Consistent for Increased Sales

Persistency and consistency are the keys to a winning sales record for the long haul. Clay of The Marketing Donut points out that “it takes at least five continuous follow-up efforts after the initial sales contact, before a customer says yes.” Make sure your sales team understands the importance of regular, consistent and strategic follow-up so your company doesn’t miss out on potential business. Use the sales performance best practices outlined above to get your sales team started on the path to more successful conversions.

Source: http://blog.rdi-connect.com/how-to-develop-a-sales-follow-up-strategy-thats-effective-and-scalable

Publish Date: March 10, 2016 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



View more from RDI Corporation

Recent Blog Posts:
Superior Customer Care Creates True Customer LoyaltySeptember 19, 2017 5:00 AM
Great Customer Care Creates New Customers Through Word of MouthSeptember 12, 2017 5:00 AM
Using Social Media, Bots, and Well-Trained Reps To Create A Customer-Care-as-a-Service PlatformAugust 1, 2017 5:00 AM
Become a Service Maester: 5 Customer Care Lessons From Game of ThronesJuly 11, 2017 5:00 AM
The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
Memory and Human Emotions: How AI Turns Big Data Into Customer InsightsJune 20, 2017 5:00 AM
Using  Customer Speech Analysis  With AI To Improve Call Center PerformanceJune 16, 2017 5:00 AM
How AI Can Evaluate Employee Speech Patterns to Boost Call Center ProductivityJune 13, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10287 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =