Over at Mashable, Jeff Valentine recently wrote a rebuttal to the claim that mobile phone applications are spelling the end of call centers. But mobile apps, while no doubt a useful and growing part of any sales and marketing strategy, still don’t have the user buy-in or cost-effectiveness of call centers.
Citing reach (less than 50 percent of mobile phone users can use or actually access mobile apps), cost (calls aren’t as pricey as maintaining, launching and monetizing apps) and better, less expensive call centers (one word: innovation), Valentine handily banishes the notion that call centers will disappear anytime soon. But another reason call centers aren’t going anywhere: they drive activity. Specifically, marketing and sales activity. As a result, your onsite, remote or virtual call center makes a crucial contribution to your business’ bottom line every single day.
Here are three more ways call centers bolster your business’ sales and marketing activity:
Through your call center, you can accurately assess your lead’s level of buying readiness. There are a number of ways you can use an IVR system to learn more about the prospect: capture information about the quality of the lead in a multiple choice question. Or, use qualifying questions in your IVR to discover what product or service the lead is looking for. You can even give your agents the inside scoop on a lead with call center IVR questions that tell them if a call is regarding a new or existing lead.
Cross-selling and up-selling
Call centers are key when it comes to closing sales, but they’re also your business’ secret weapon when it comes to cross-selling and up-selling. Ifbyphone’s call center tools, for example, have an agent panel where representatives can see and edit call information–they can take notes on the lead quality while providing live assistance. With the agent panel information and CRM integration, agents can address callers by their name and view relevant call history. When your agent knows where your business last left off with the lead, they can build on that earlier rapport and jump right into an up-sell or cross-sell.
When leads need just one final push to move them to conversion, call centers save the day. Qualified leads and leads with particular scores can be routed to the agent best equipped to answer the prospect’s questions and make the sale. Managers can use call centers with real-time reporting capability to see–and adjust–call flow. Call center tools that push lead information into your business’ CRM make it easy for managers to see which agents are closing and how the call center is performing. With response time playing a crucial factor in close rates, managers can optimize call flow so that leads don’t wait a second longer on hold than they need to.
To learn more about call center solutions and other tools that drive marketing and sales activity, visit Ifbyphone for more info!