What are inbound sales call centers?
97% of customers say the quality of their first communication with a brand representative impacts their loyalty and buying decisions. An inbound sales call center team is a team that handles incoming calls from existing and potential customers and buyers. An inbound call center team must know a product perfectly not only to answer questions, but to be able to up- and cross-sell when needed. An inbound sales call center team can follow a customer through the entire customer experience.
Inbound sales call center tasks
Inbound phone sales techniques establishment
63% of call center professionals view service level as the most important thing in their every-day operation. Establishing proper communication techniques that will work and can be personalized for every customer is a number one priority for them. What are the steps of creating a perfect inbound sales call center communication technique?
- Be ready for personalization.
- Make sure to make a great first impression.
- Enhance customer journey with AI solutions.
- Know the product inside-out.
- Be ready to provide support or escalate the questions to the support team.
Establishing certain KPIs and SLAs to ensure fast, correct, and efficient answers will make the work of an inbound sales call center team easier and will provide customers with correct information at any time.
68% of businesses report trouble with the lead generation process. That is why an inbound sales call center is so important for any company, especially an e-commerce one.
Being on the front line of communication with potential buyers and customers, sales call center consultants can both generate and qualify sales leads. To do that, inbound sales agents have to:
- Understand the customer’s needs.
- Know what offers can be made in the customer’s price range.
- Understand whether the customer would be open for cross- and upselling.
61% of professionals mark lead generation as one of the most challenging processes in sales. 53% of sales professionals spend at least half of their budget on lead generation. An inbound sales call center team can decrease the amount of time and money spent on the process.
Sometimes customers want to talk to a sales representative on-site. And an inbound sales call center agent can set up appointments for the customers to be able to talk to them face to face.
There are a lot of inbound phone sales techniques that can elevate the quality of customer service. The important thing is to find a correct approach to every customer base and leverage it to perfect its customer journey.
Call center: inbound sales tips and benefits
With a decade of experience in providing top-notch inbound sales call center service to businesses from various industries, the SupportYourApp team has developed several inbound sales tips for our cell center teams.
Customize customer approach — increase revenue
80% of customers say they want to get personalized services from retailers and service providers. Sales call centers that offer personalized customer approaches see their revenue grow by at least 19%.
We at SupportYourApp always try to find a personalized approach to every customer. Our call center consultants are trained on what language to use and how to talk to any customer, be it a disgruntled or an angry customer, or simply a customer looking for a quick answer to their question.
We always answer all customers’ questions. Our call center teams are ready to communicate with the customers for as long as needed to make sure they understand everything, have no further questions, and are satisfied with inbound call center services we have provided for them. This helps us take care of our clients’ image, feel of brand, and the level of customer churn, which can directly influence the level of revenue.
Provide service 24/7 — increase team productivity
Customer service and inbound sales never sleep. Users need their answers around the clock. A lot of businesses have outsourced their inbound sales call centers to make sure there is constant coverage.
There is another undisputable perk of establishing a 24/7 inbound sales call center team. There are no piles of unanswered messages and backlogs of customer communication. This allows support consultants to focus on matters at hand and provide customers with their undivided attention. Not having to be distracted by a big pile up of customer communication allows the sales team to be at its most productive 100% of the time.
SupportYourApp works 24/7/365. We make sure our clients have coverage when they need it. Our inbound sales call center consultants can seamlessly integrate into our client’s in-house team or can fully take on sales customer communication — whatever works best for your business.
Develop efficient communication technique — reduce costs
One of the best inbound sales tips is to optimize your customer call center communication and develop a sales communication technique that works best for and with a certain customer base.
Nowadays, different customers require different approaches. A support team cannot operate with scripts alone. There has to be room for personalization and adaptation of the communication style for every customer and every product.
8 out of 10 customers abandon a business for a competition due to bad customer service. With acquiring new customers costing up to 5 times more than retaining old ones, a properly trained inbound sales call center team can reduce the cost of operation, by retaining and even upselling old customers.
Our inbound sales teams know exactly how to communicate with our clients’ customers and how to provide them with information in a way that would allow cross- and upselling.
SupportYourApp provides inbound call center services to tech companies in 34 languages. We will find an approach to any customer base and will answer even the most difficult questions in the most understandable manner.