Innovative Call Center Specialization
Some innovations are so obvious that once they come into practice, you wonder how come it was not there earlier! Call centers are aiming at an innovation that can change the face of lead generation as we know it. We know that the outbound call center agents have a tough time getting the targeted caller to listen to the telemarketing pitch. The line gets disconnected from the other end even before you start speaking about the product/service. If this new innovation comes into play, the ratio of hits to misses will go up significantly. In that case, the BPO will see a cut in the wastage of resources. More can be done with little and the call center can expect better returns on investment (ROI). Let’s take a closer look at this innovation.
Sales lead generation means making calls to numbers on your database. You have the name and number on the datasheet, as much as you have the gender. The new innovation makes a slight change in who calls who from the outbound call center desk. The differentiation is based on gender. In short, the female call center agents call up the male potential consumers and vice versa. The division of labor, if you choose to call it so, is based on a simple psychological reading: males are more polite to females and vice versa. The lead generation can be smoother if the female agents call up the males. In such a case, the percentage of the person not listening to the BPO agent goes down considerably.
The innovation is being tested by many call centers across the world. The results have so far been more than satisfactory. There is an improvement in the ratio of callers not bothering to listen to the call center agent as opposed to those who gave the agent a patient hearing. With this innovation making the largest sales lead generation hurdle smoother, the work of the telemarketing agents becomes easier. When you have someone listening to you, pitching for the telemarketing services is less of a hassle. The confidence of the BPO agent is also bolstered and they can talk and sell with confidence. BPO service can be a different ballgame altogether with these new changes and adjustments made to lead generation.
On face value, some purists may see it as a gender issue. But actually it is not so. The process only makes the lead generation process an easier task for the call center agents themselves. It allows them to cross over the initial hurdle of impatience that every target caller gives off when contacted by an outbound call center agent. Once the hurdle is crossed, then it is on the telemarketing agent to make a sale. There are no shortcuts to that. The success of the telemarketing services will then depend on the marketing abilities of the agent. Then gender plays no role and each one is responsible for making a sale or coming back empty-handed. You can try this at your BPO unit. It won’t disappoint.
We have the best call center agents handling our telemarketing section. Take a look at our website to find out details of our BPO methods.
