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How to Obtain Concrete ROI for Your Call Center: Call Backs in Outbound Telemarketing

Mark Ian Alloso

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The most effective way for a call center to outstand from the outbound telemarketing competition is to make a superb customer experience - everyone knows this, right? Nevertheless, if you ever ask consumers what can damage the call center experience for them, hold time is constantly at the top of the checklist.

Over time, as in the field of outbound telemarketing, being able to execute a ‘good’ and lucrative cold call is all that matters - no agitated customers, being able to make a sale or appointment - and it ends there. On the other hand, it has been found that lead nurturing is important as well - that means being able to take care of a caller, a lead, and a returning customer. On the other hand, it is easier said than done. In truth, there's so much hurdle that an agent (caller) can get from cold calling. Moreover, the range of questions can or cannot be anticipated, and throughout the call there may be unexpected events that may occur.

It’s challenging to provide a great encounter to callers after they’ve been put on hold especially when you are dealing with outbound telemarketing. Most will lose patience quickly, resulting in either a furious caller or - worse - a deserted call. In either case, the result is a terrible customer experience, something no company can afford to take casually. Removing the frustration involving long hold time directly ends up with happier callers and more lucrative call-center experiences. On top of that, when deployed correctly, call-backs can present concrete ROI!

Thus it is important to maintain caller relationships. It may be a one time call, as in the case of outbound telemarketing, but creating that good impression speaks not only for the caller but for the company that the caller is representating as well. It takes skill and expertise to be able to take good care of a cold call - and this can be properly and carefully executed by experts in the field of telemarketing, and these are Business Process Outsourcing (BPO) companies. Moreover, there are benefits when partnering with a dependable BPO company - you are free from all the worries while you entrust your customers in the hands of the experts.

On iBeacon: They can’t afford to spend cash on risky investment opportunities.

Because retailers frequently have restricted costs, most are unwilling to invest in technological innovation which have yet to demonstrate their valuation. While companies appreciate the overall primary advantages of iBeacon implementation, few have the monetary sources to risk on something that’s not necessarily widely put into practice. Retailers rarely expend in the technology itself, as their key issue lies together with the overall customer experience. They don’t have time (or money) to waste on uncertain innovations that could or may not surge in value it the long term future. Thus, until iBeacon actually starts to gather interest for both sides of the experience formula, brands will probably refrain from focusing means to this developing technology - which, in the end, may provide lucrative benefits in the field of outbound telemarketing.


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