Often neglected or even ignored, telephone follow-up is nevertheless the ideal solution to make your marketing and sales operations profitable (corporate events, promotional offers, VIP sales, etc.)
Telephone follow-up is a way to optimize your customer relations in order to develop sales of your products/services .
Why is telephone follow-up so crucial?
To maintain a business relationship, provide information on your products and services, congratulate your prospect or client for a purchase or commitment or even to ensure the success of your events and have a high participation rate , it is essential to carry out a telephone follow-up with your prospects or guests in advance. And the telephone is the ideal tool for this type of mission, because it allows you to have an instant response from the contact, like mailings or postal letters.
The persuasive power and the arguments of well-briefed call center operators will be a real asset in convincing guests to attend your various events (trade fair, evening, cocktail party, private sales, seminar, dinner, conference, etc.) or in reassuring and removing any remaining doubts the prospect may have before making a purchase.
What are the advantages of telephone follow-up?
Make your commercial OPs profitable
The higher the opt-in rate for your promotional offer or the higher the participation rate for your event, the more you will optimize your ROI .
Instant answers
Direct contact with the prospect allows you to obtain rapid , precise responses and saves you valuable time in developing your action plans.
Induce the act of purchase
The prospect often needs reassurance or to have their doubts about your solution or your products cleared up. This is the role of the teleoperators, to act as a stimulus to trigger the act of purchase .
Qualify your prospects
Take advantage of this telephone contact to update the prospect’s contact details, identify their expectations and needs, gather their opinions… Every opportunity is good to get to know your customers better !
Why outsource your telephone follow-ups?
Do you need to provide information about your products and services, understand how your promotional offer is being received, and optimize attendance at your event?
Outsourcing to a specialized service provider is the solution !
- ✔️ An optimized participation rate: Your service provider’s goal will not only be to increase the number of participants at your events, but also to ensure they are qualified and that they are quality participants who meet your selection criteria. You will optimize the return on investment of your event.
- ✔️ Sales development: The prospect may have different reasons that are holding him back from making a purchase: a need for additional information, hesitation with a competing offer, unforeseen budget, etc. It is the role of your service provider’s teleoperators to reassure the prospect and remove any remaining doubts in order to optimize the chances of making a purchase.
- ✔️ Save time : Using a specialized service provider for your telephone follow-ups allows you to free up time to focus on your core business. They will handle recruitment formalities, hiring declarations, employment contracts, paid leave, and sick leave.
- ✔️ Expertise: External agents must be aware that they represent your company and therefore your brand image. They must be experienced in this type of mission: listening skills, persuasion, training in sales techniques but also in your products/services and your corporate culture.
- ✔️ Reporting/monitoring : It would also be wise to ask your service provider to send you a daily or weekly report on the progress of the telephone follow-up campaign and to communicate with them regularly to make any necessary corrections.
Outsourcing your customer relationship is not an easy thing. It is important to ensure the quality of the technical and human resources offered by your service provider. At CD PUB , Transparency is a strong value. Via our Call Center and our partner, we support you to optimize your remote relationship with your prospects/customers .
Case Study: Private Sales for a Car Dealership
Through our partner, we set up a Call Center for one of its clients (Car Dealer) as part of private sales taking place during June.
Context
A Luxembourg dealership is organizing a three-day “private sale ” of its new, used, and executive vehicles. These exceptional days offer exceptional conditions, including the trade-in of older vehicles.
A direct mail campaign (sending invitations to letterboxes) was carried out in advance by our partner with the dealership’s VIP customers to invite them to this exceptional event with the possibility of registering online using a “Privilege code”.
Our mission
To ensure that the invitation was properly received and to guarantee a high participation rate , our partner called on CD PUB call center operators to contact the targeted customers: management of incoming/outgoing calls, updating of the customer/prospect database, collection of precise information and making appointments for salespeople, etc.
This is valuable information for dealership salespeople, who know their needs and expectations before even meeting with customers : vehicle model, transmission (automatic/manual), color, and engine (diesel, gasoline, electric, or hybrid). A wealth of information for these salespeople, who can then tailor their sales pitch and maximize their chances of closing the sale !
Goals
- 💡 Timing: 8 days
- 💡 Number of successful calls*: 4000
- 💡 Number of appointments to be made: 100
- 💡 qualified customer/prospect file provided by our partner
*successful calls: customers who answer the call
Means
- 💪 Sales force: recruitment of 4 teleoperators with the particularity of mastering Luxembourgish , Portuguese , French , German and even Spanish languages .
- 💪 Training : Telesales software and call script provided by our partner
- 💪 Equipment: We set up a computer package with dual screens
- 💪 Surface: Layout of a 40 m² space for the Call Center
- 💪 Constraint: Maintaining physical distancing [COVID-19]
Results
- ⭐ Number of calls made: 11,665
- ⭐ Number of successful calls: 3,989 (99.7%)
- ⭐ Number of appointments made with sales representatives: 111
- ⭐ 100% of appointments (vs. target) made for sellers and much more!
- ⭐ 100% SATISFACTION : Operation validated by our partner.
