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Industry Research : Businesses Underestimate Impact of a Personal Connection in Customer Acquisition

NewVoiceMedia, a global provider of omni-channel cloud customer contact technology, has released new research revealing that sales teams are failing to use data-driven insights and personalization to close deals. 88 percent of prospects claim that just five minutes of preparation prior to sales calls boosts success, yet more than half of calls are poorly researched.

"We have entered a new era of sales that requires a more intelligent and genuine approach to engaging and connecting with today’s customers and prospects," said Jonathan Gale, CEO of NewVoiceMedia. "Despite the increased access to customer data, this report highlights gaps between what sales teams are capable of doing and how they’re actually executing on these strategies. By better understanding customers and prospects and strategically using data to connect with them, sales teams will be able to bridge these gaps and positively influence the entire sales journey."

Key findings show that sales teams can boost performance and increase customer and prospect satisfaction by incorporating data-driven insights, personalization and familiarity into sales activities:

  • Sales Teams Underestimate the Power of Research
    • Five minutes of researching prospects and customers prior to engaging with them on a call can increase performance. Yet despite this huge revenue opportunity, the majority of respondents (54%) felt that more than half of sales calls they received were poorly researched.
    • Researching and understanding prospects makes a lasting impression. Following a sales interaction, 65 percent of respondents recall if a sales rep demonstrated an understanding of their needs and nearly a third (29%) recall if they portrayed evidence of prior research.
    • Not only does the content of a sales call matter, but also its timing. Researching the best time to make a call can result in more wins. While morning was cited as the preferred time for sales calls, agreeing to a time beforehand is key. Ninety-one percent of prospects would be more open to a sales call if asked when would be most convenient for them and 86 percent dislike when salespeople follow up at unspecified times.

  • Incorporating a Personal Touch Boosts Success
    • Businesses are struggling to use automated calling to their advantage. Findings show that prospects are not receptive to automated calls, with 79 percent reporting that they will hang up if they are not speaking to a human and 51 percent reporting they will not return automated voicemails.
    • Creating connections with prospects is key. Proven knowledge of the individual and company encourages prospects to make a purchase. Those surveyed stated they would be more likely to make a purchase if the caller took time to research the business and understand their goals (88%), identified gaps or needs within their business to support their product or service (87%), referenced projects they’re working on (70%) or researched their career history (53%).
    • One of the most important things sales people need to do is listen to customers and prospects. When it comes to committing to a sale, 71 percent of respondents claim that a sales rep who listens to their needs and shares relevant information can make the difference between winning or losing a deal.

  • Familiarity Matters
    • Localization matters with research showing that only a third of prospects would answer a call from a withheld number, yet more than half (54%) would answer a call with a local area code. This indicates that sales teams should present numbers that make sense for their targeted audience.
    • While familiarity matters, it affects email outreach more than phone outreach with only 34 percent stating they would open an email from a sender they don't recognize.

New sales technology can drive growth by intelligently incorporating customer data, personalization and familiarity into sales strategy.

The research conducted by Opinion Matters analyzed responses from 908 U.S. employees who take sales business calls.


About Vonage:
Company LogoVonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Friday, March 27, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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