A call center to increase your leads.

With the predominant place of digital in the marketing and commercial strategies of companies, commercial practices linked to call centers may seem outdated. However, the question of human interaction remains paramount. Internet users are constantly looking for information on the web, but still want to maintain human connections. Find out how a call center can help you increase your sales and strengthen the commercial conversion of your teams.

Choosing a call center

The choice of structure

The call center, in other words call center, is a platform made up of several teleoperators who will carry out tasks related to mass customer relations, through the sending or receiving of telephone calls.

A call center must meet several criteria to ensure optimal quality of service.

First of all, the majority of employees must have higher education and be specialized in the sector of activity of the company for which they work. Then they don't have to read their script. You should know that the script is considered inappropriate for solving a problem or generating leads. We are talking about an argument strategy putting the customer at the heart of the request and providing them with personalized help.

In the majority of cases, the sales forces in place within call centers are real sales professionals, provided they are well supervised and supported by acommercial managementstructured. They have been specifically trained in the profession, in the product(s) and/or service(s) for which they are responsible for selling, and are aware of the best commercial practices to convert as many prospects as possible into customers.

A real point to explore when you are looking for the best salespeople within this type of structure!

A call center with human values

Human value is an important criterion for a call center. Telemarketers must listen to prospects and customers, which requires realcustomer managementwithin the call center. Meet their expectations and needs as precisely as possible, while showing empathy and kindness.

If companies are looking for an increasingly human approach, it is because we are no longer looking to simply reduce costs by outsourcing abroad, but rather to improve the customer experience.

A good call center requires having prospect/customer satisfaction close to 100%. This satisfaction rating is the brand image of your company. If your reputation is bad, this will necessarily have a negative impact on your acquisition.

A call center to generate more leads

Did you know that despite changes in consumption, 82% of Internet users want to maintain human contact during the purchasing phase? Interacting with a qualified person would increase the chances of generating leads by 8.

The “time” and “interaction” factors between two people are a determining part of the customer experience of a call center. It is possible, and indeed strongly recommended, to follow KPIs to measure these two indicators ("time" and "interaction"):

• The Service Agreement Level (SLA). This performance indicator makes it possible to measure the ability of a call center to achieve its objectives. (for example: measure the % of calls in less than 3 rings).

• The call abandonment rate: this involves measuring the % of prospects and/or customers who try to contact you without being able to have a telephone advisor on the line, and who ultimately give up.

• Average telephone interview time: this indicator allows you to know the time spent on the telephone with a telephone advisor.

• Customer satisfaction: this involves evaluating the ability of telephone advisors to respond precisely to a request, to advise the interlocutor towards the best offer, while providing a pleasant telephone experience.

These KPIs allow a call center, as well as its customers, to be able to measure their actions and make the necessary optimizations if necessary. By following these 4 indicators, any call center will be able to optimize its actions in order to increase its sales. Be sure to take care of the telephone experience that you offer to your interlocutors, this will generate satisfaction, and ultimately, loyalty. Not insignificant when we know that it is more profitable to retain customers than to acquire them.

How hipto can help you generate leads through call centers?

At hipto, we create advertising devices allowing us to generate leads from social networks without having to explicitly mention the client's brand (unless they ask us to do so). We therefore offer a unique lead generation solution on the market combining the power of social media audiences with innovative conversational technologies with the aim of collecting as much relevant data as possible to help sales forces convert leads more easily and quickly.

When a prospect clicks on one of our advertisements, they will instantly be redirected to a conversational mechanism which will create a hyper-personalized experience in the sales process thanks to multiple questions.

Our system allows us to collect information allowing salespeople and telephone advisors to build a subscription offer that perfectly meets the needs of the person contacted. This system makes sales easier and saves considerable time in the conversion tunnel. Note that the leads sent to customers by hipto are opt-in leads, meaning that they have all, without exception, given their consent to be called back by the sales forces.

We do not stop at simply creating a collection system. Unlike the majority of LeadGen players, as soon as a new client is onboarded, we provide support to salespeople and teleconsultants by providing them with comprehensive training: well-rehearsed arguments, advice on the best posture to adopt during a telephone call and technical sheet of best commercial practices.

By entrusting part of your commercial process to an outsourced call center specializing in your sector of activity, you will increase your sales tenfold and benefit from experienced telephone advisors. By providing telephone advisors with advice on adopting the right posture and using the right sales pitches, there is no doubt that using a call center will be a winning strategy for your business.

At hipto, we are constantly refining our Conversociads© lead generation solution to guarantee you better commercial performance. A need?Contact us:

• contact@hipto.com

• +33 1 76 39 06 68

Sources:

• Provectio

• Strength Plus

• Prospecto