Anyone running a business will be the first to say that every sale counts. Big or small, if you’re interested in building your base, you treat every prospect like gold and make sure that the path to closing is as smooth as possible. Going all out for every lead sounds like a lot of time and energy spent on what might not be a positive outcome but it doesn’t have to be. You can minimize the effort by putting in place lead follow-up processes that let your sales team work smarter, not harder.
Start Strong, Stay Connected
Creating a smooth path to success starts the moment a lead calls your business, and that means making it possible for your sales agents to be reached any and everywhere. A virtual call center makes it easy. Agents can log in from anywhere (the office, their home, the road, at the airport, etc.) and receive calls wherever they are on any phone they choose: office, home, cell, or even Skype. If you want phone leads to become sales, empowering your agents to field calls and sell from anywhere is a good first step.
Not Just Any Agents: The Right Agents
Making it possible to reach an agent anywhere is just the beginning. You don’t just want to get a caller to an agent; you want to get them to the right agent. To do everything you can to ensure a close, employ advanced call routing, sending a lead to the exact department their captured call tracking data indicates they were browsing in. For example, if your lead came in after seeing an online ad about Product A, that ad info is captured and the call will be routed directly to the group of sales agents that specifically handle Product A. That way, the agents best equipped to turn that lead into a sale are the ones receiving the call right away.
You could also do this kind of specialized call routing by geography: if a customer sees an ad for Product B and they live in Illinois, their information is captured and the call is routed to an Illinois location or to the group of sales agents that handle that territory. Again, the agents best suited to convert that lead caller are the ones receiving the call. You could always go the traditional route and allow the caller to wander through a maze of directories before they were eventually transferred to someone who can help them but let’s be honest. That’s not your best option.
Pitch to Your Best Batter
The go-to guy. Every sales team has one: the agent who is known to close fast, or the agent who has specialized knowledge about a particular product, thus making him or her the one you want a call to go to when you want a solid close. Traditional call center setup allows you limited variability when it comes to call distribution, but with an advanced call distributor your options are much more sophisticated. Your go-to guy? They can get first crack at the call every time. With just a few clicks, you can choose your top-performing agent’s phone to be the first to ring when a lead comes in. There can also be a #2 go-to agent, if #1 is busy. You have all the traditional ringing options as well round-robin, first available, simultaneous but the ability to send your Babe Ruth up to bat for the most pitches is a valuable asset.
You could go the old-school route of leaving leads to find their own way into customer-hood but why would you? The smoother and faster the path, the more willingly your prospects will travel down it. Want some more tips on smoothing the path? Check out the Top 10 Routing Strategies.