Latest Contact Center Best Practices

Nov 22

6 Ways to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Nov 22, 2016 12:30:38 PM
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Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

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Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

Apr 15

How to know it's time to create a contact center for your company

Posted by Rachel Brink on Apr 15, 2016 9:03:33 AM

If you’re a company performing outbound sales campaigns, there is a high likelihood you have a portion of your employees regularly making phone calls. But as consumers become increasingly mobile and caller-ID gains widespread adoption, sales reps are finding it increasingly difficult to get in touch with their prospects. In fact, it takes the average sales rep eight calls to get in touch with a single prospect, of which only 2% result in an appointment. Factor in the added complexity of maintaining compliance with the latest industry regulations, and keeping up with it all can feel like a juggling act. As a result, many businesses have turned to contact center solutions to assist not only in increasing contact rates, but also enhancing the quality of interactions. Is it time to adopt a contact center solution for your organization? If you answer yes to one or more of the following statements, it may be something to consider.

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Topics: contact center, outbound sales, sales

Feb 12

5 Secrets to Smarter and More Successful Sales Prospecting

Posted by Rachel Brink on Feb 12, 2016 9:06:48 AM

It’s no secret that sales prospecting can be a difficult task—in fact, the average sales rep makes 8 dials per hour and prospects for 6.25 hours to set a single appointment, a reality that can quickly demotivate to even the most-qualified and hardest working sales teams. And when one considers the fact that more than half of a sales rep’s time is unknowingly wasted on unproductive prospecting, the problem at hand quickly becomes clear. So how can sales teams work smarter rather than harder with their existing resources to boost the success of their sales campaigns, and increase the odds of a successful close? A few suggestions:

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Topics: contact center software, predictive dialer, outbound sales, sales, cold calling, sales prospecting

Dec 11

You may not know it, but your CRM is begging for this

Posted by Rachel Brink on Dec 11, 2015 8:56:46 AM
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As the sales and customer service landscape continues to evolve and become far more complex, businesses around the globe are discovering the value in adopting advanced Customer Relationship Management (CRM) platforms to assist in collecting and organizing the vast amount of data their clients provide, and using it to deliver seamless customer service across multiple channels and touch points. And with organized client data, agents can more effectively up-sell, cross-sell, target marketing efforts, and solve potential issues before they escalate. Yet, arguably the most vital component of sales and service delivery, and one CRM platforms do not inherently provide, is voice—a channel that has the power to drastically enhance internal efficiencies, reduce costs, and transform the customer experience when integrated with a CRM.

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Topics: customer service, CRM, outbound sales, sales

Oct 29

5 Ways to Boost the Success of Your Inside Sales Team

Posted by Rachel Brink on Oct 29, 2015 8:54:41 AM

Outbound sales has always been considered a challenging role—but as consumers become more mobile and their expectations continue to rise, sales representatives are finding it increasingly difficult to connect with their target audience. In fact in 2007, it took an average of 3.68 calls to reach a single prospect. Fast forward to today, it takes an astounding 8 attempts to get in front of one—twice as difficult. And for the typical sales rep, only 2% of calls result in an appointment—it can feel like searching for a needle in a haystack. With consumers harder to reach and prospects more challenging to sell, how can one boost the productivity and success of their inside sales team?

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Topics: Inside sales, outbound sales, sales