Call Center Today has the perfect solution when your inside sales agents (or customer service reps) are patiently waiting for an incoming phone call from customers. Tell the staff to put down their books, Instead, simply, pick up the phone and make an outbound call.
It can be more difficult than that – as your inside sales agents usually are not empowered, or compensated, or motivated, to do this on their own. So it is management’s job to help guide the process. For instance, let’s start simple and logical: your organization probably has customers who just signed up for the first time – use the inside sales group as a proactive engine to reach those customers, thank them, sell them more, ask for referrals. Or, just take a survey. Don’t let your agents sit around waiting for customers or prospects to call them. Have them be proactive, and dial the phone.
Here is another simple campaign: Many times you have customers who have been customers for long-periods of time. It is your job to determine the criteria and find the data for what constitutes “long periods”. Once you do that, and cook the campaign, the job falls to your inside sales agents or customer service representatives. How about asking these loyal customers for a referral and rewarding them with a gift? And, how about seeing if they want a different, special service, one-time, or another service, consistently? More likely than not, they want what you have. They just don’t know you have it. And, you are not telling them you have it. So they won’t buy it from you!
In fact, in both scenarios, these customers are your single most profitable customers. You already spent the marketing dollars to win them once. The cost has been associated and factored in. Now, there is no reason to go light. Instead, when you sell them more, it becomes very profitable. It is time to become proactive, intentional, assertive. And, it helps justify the cost of direct marketing, as your revenue per customer (driven from marketing) goes up considerably when you sell more to customers.
It may be critical in your company to change the way you approach inside sales and service. Try not to let your phone staff sit around. You are paying them to be there. Have them sell more products and services to existing customers. Your top and bottom line revenue numbers will thank you. Over, and over, and over again.