Every Business Process Outsourcing providers has to deal with such dilemmas consistently. The bulk of the outbound telemarketing work is distributed among the outbound and inbound call center sections. It’s obvious they've already different conditions that keep changing all the time. In order to keep in sync, you need an active system at the call center. The greatest it's possible is through prioritizing the project based on the demands of the deadline. Let’s relax and take a close look.
Telesales solutions includes assistance from both the inbound as well as the outbound call center agents. You need the team of inbound customer service to do the job in tandem with the lead generation team. But during the duration of the project, often the volumes of calls are higher than usual. You may have a designated range of call center agents to man the unit, but you notice that they are being greatly pressurized. The hold time with the clients is going up and they are becoming dissatisfied with the customer service method. In a way, this gets to be a cause of concern for the BPO. That is when they have to beef up the inbound team with additional cold calling service agents. Employing and training agents during a telemarketing campaign is never a good option.
Call center professionals have to think of a suitable way to handle this condition. They have to get schooled agents on the phone answering team the minute they can. The process which they follow is because they draft members of the call center crew into the answering support squad. These agents understand the telemarketing lead generation assignment well and are conscious of the salient features of the undertaking. Come to consider it, the agents will also be equipped to handle the client queries greater than newer agents in the street because they are accustomed in customer dealings. They would be most appropriate to take over the phones and speak to the customers.
More Prospects Please!
The same treatment happens when the Business Process Outsourcing needs more qualified prospects. There are works deadlines that call centers need to meet. They have to deliver the project on time. If they end up racing against a hopeless deadline considering the target far away from sight, they are tempted to beef up the sales lead generation method by populating the department with more agents. Agents on the inbound call center team may be inspired to make calls to bag leads. The incoming call center agents have a fair idea of precisely what the customers are interested in. They know what issues can crop up in the future. The experience at the inbound call center keeps them well when they have diverted their appreciation of other call center services.