(Click here to read Part One)
Technology to facilitate sales
Technology can help us to have more satisfied clients (or potential clients), because it gives us the opportunity to implement from simple things such as not calling someone in three months who has rejected our offer or performing cross selling, to other more complex things, such as linking a telemarketing service to a web campaign with chat, web call back, email… Everything focused on making things easier for the customer service representatives. From the point of view of making service more efficient, I will tell you a real example.
A couple of years ago, it was introduced technology for integrating telephone with information on agent´s PC plus an auto dialer (something very basic but not as widespread as we think) in a call center selling credit cards. This technology was installed only in one third of the agents of the platform. In this center, agents worked under daily sales objectives: once they reached their objective, they could go home (even if they had not finished their hourly schedule). What happened? One third of the agents worked 5 or 6 hours a day and left, while the rest of the platform would have to keep working until they finish their schedule, many times not accomplishing their daily sales objectives. There was a boycott. All the agents wanted to have this technology installed and felt a disadvantage by not having it.
Technology clearly makes services more efficient because it helps agents to do their jobs much better, but like everything else, it must be well implemented and address specific needs. It is not about obstructing the work of selling by phone but make it more professional, with more quality and more user friendly, which in medium term will generate a positive impact on the level of sales. We have reached a point in which when a consumer receives a telesales call, he/she has a negative attitude from the very beginning, which does not favor in any case the fruition of the sale. If we strive to make life easier for sales agents, we will have more sales, better and more loyal customers, who buy more and speak better of us. Are you in?