Displaying items by tag: demand generation

 

What if it doesn’t work? What if no one likes what I have to say? What if I sound dumb?

 

There are so many reasons that we decide not to pick up the phone and call a prospect or a lead. We put it off and find other things that we would be more interested in doing like calling relatives or grabbing coffee with a friend.

 

Is fear holding you back from calling your dream client or customer?

 

If it is, ask yourself, “What if I do fail? What is the worst that can possibly happen?”

 

If the answer to those questions is “Not a lot,” then what are you waiting for? Why aren’t you on the phone right now?

 

We act like picking up the phone and calling someone is wrong. A lot of us hate calling, especially cold calling because we hate to disturb people or waste their time.

 

Stop focusing on yourself and your feelings. Focus on what the other person can get out of your call and how they will benefit from your services. Doing this can help diminish fear and add value to the person on the other end of the line, a win for both parties.

 

At the end of the day, fear can be overcome by faith, purpose and value. Believe in yourself so that other people will believe in you. Then, watch business take off.

 

Instead of thinking about all the ways you may fail, concentrate on all the ways that you will succeed.

 

Every master was once a disaster.

 

Fear of failure stops far too many people from even attempting to achieve their goals.

 

Don’t let it stop you.

 

So, give us a call at 888.229.7046, or are you too scared?

If you are, contact us and we will call you because at QCSS, fear drives us.

 

 

Written by: Amy Schiller

Published in Blog

So, you’ve decided to outsource your telemarketing to a call center.

The first thing that you need to know before you even start the process of picking a center is that call centers do not need to be geographically close to serve its clients. Sure, proximity might have its benefits, but a good call center is structured to be able to serve clients locally, nationally and internationally. 

There are lots of factors to consider when you are looking at how to find the right call center in the United States.

Centers in Chicago, New York, or Los Angeles often require evaluating these four factors:

  • Call center technology
  • Services
  • Training
  • Culture

The best call centers have built their business with people like you in mind and all of these factors are important in order for them to deliver the best possible services to you and your company.

 

Pay Attention to Call Center Technology

Call center technology is a critical part of being able to handle client needs nationwide. Call centers are built to handle multiple clients at the same time. This requires the ability to handle a large inbound and outbound call volume. Things like dialing technology, IVR systems, reporting, network infrastructure and compliance should all be taken into consideration as you are choosing your call center.

Questions you can ask:  

1. What kind of technology does your call center use?

2. What is inbound/outbound call blending?

3. Does your system provide inbound/outbound call blending?

 

Consider the Services

It’s always good to know a call center’s capabilities, in case there is a service they offer that you may want but weren’t aware of.

Make sure you understand the various call center services available to you, and that the call center will be able to accommodate your needs.

If you are looking to expand your customer base, you probably need some form of outbound telemarketing. If you are experiencing a high inbound call volume then you should be looking for a call center that has inbound telemarketing capabilities.

Questions you can ask:  

1. What different services does your call center offer?

2. Which services would you recommend for my company when (insert service here) is what we are trying to accomplish?

3. Does your company offer inbound AND outbound marketing?

 

Employee Training

Remember that the call center that you choose is going to become an extension of your business and will be making lasting impressions with your customers. It is important that they have had proper professional training and are also educated about your brand. Agents need to be able to answer as many questions about your brand as possible.

Questions you can ask:

1. Does your call center treat training as a continuous process?

2. How do you train your employees?

3. Are agents being provided constant coaching, feedback and skills related to performance?

 

Culture is Everything

A company’s culture will dictate what they do and how they behave in certain instances. This is hugely important because call centers need to learn every aspect of your businesses, and communicate with your customer base.

Make sure that the call center that you choose values your clients’ business and takes the time to truly learn about it. This means involving you in the training, and learning every aspect of what you do.

Questions you can ask:

1. How do I know that your call center can align with my brand?

2. How are you sure that your agents are following procedures and company policies?

3. How do you hold employees accountable?

4. How do you motivate your employees so that they deliver exceptional results?

 

Taking It All In

All of these factors are important when it comes to finding the right call center so make sure that you do your homework. Let us know if you are looking for the right call center for you.

 

 Written by: Amy Schiller 

Published in Blog

 

New platforms, websites, and software are popping up on a continuous basis, and businesses are taking major advantage. With the boom of social media, there is no shortage of ways to market your business.

Today’s businesses can thrive off telemarketing leads, especially when using methods with a well-managed marketing plan.

Let’s talk about 5 reasons that you should commit to telemarketing.

 

Why Commit to Telemarketing?

To Give Your Brand the Voice It Deserves

How often do you hear marketing agencies talk about the importance of developing a voice for your brand?

Sometimes it can be a challenge to get your brand to have one familiar voice, especially if you have an entire marketing team working on content and promotional materials.

 

Benefits:

 

Telemarketing will give your business, products, and services a human voice. One of many reasons that businesses decide to begin a telemarketing campaign is because the phone can be more personable than social media platforms.

To See Immediate Results

Whether it be an inbound or an outbound campaign, telemarketing can bring quick results if you do it right.

On the phone, you know that you have the attention of your clients and customers.  This means that the chances of scoring a meeting or another phone call to introduce your product or service are higher.

 

Benefits:

With a strong telemarketing campaign and a dedicated team, you can see results almost immediately depending on the purpose of the campaign. Want more leads or to set more appointments for your business? Results can be seen within weeks of launching the campaign.

 

To Receive More Qualified Leads

Not every single person you call during your campaign is going to love your business but that’s life and you can’t always please everyone.

This means that sometimes people are going to ask you to remove them from the call list. Having this happen can sometimes feel like a failure but in fact, it’s the opposite.

 

Benefits:

If you want qualified leads to end up in your sales pipeline then this feedback from consumers is almost necessary. This process allows you to remove unqualified leads from your marketing efforts so that you can nurture relationships with more qualified leads.

To Raise Brand Awareness

The phone calls that your telemarketing team makes and receives can help your business develop lasting impressions with customers and prospects. When done correctly, telemarketing can result in additional leads as well as increase brand loyalty and awareness.

 

Benefits:

Besides the obvious benefits like customer recognition, customer loyalty, and enhanced credibility, committing to telemarketing to improve brand awareness will land you more leads for your company in your specific target market.

What more could you possibly ask for?

 

To Stay Connected the Old-Fashioned Way

Older technology has remained a critical part of B2B and B2C communication. When someone has an urgent issue with a product or service, what do they do? Call the company to get everything resolved.

Why? A phone call is a quick and easy solution. As long as it doesn’t turn into the customer or client being put on hold for hours.

 

Benefits:

Having a live person making outbound calls and receiving inbound calls shows your customers and clients that they matter to you. Instead of waiting hours for a solution, they have the opportunity to call in and resolve the issue within minutes.

Don’t neglect telesales as a possible way to increase your business. It has worked for many years and continues to be an extremely successful business tool.

 

The Outsourcing Advantage

So, the next decision that you will have to make is whether to keep this telemarketing commitment in-house or to outsource your needs.

Outsourcing your telemarketing can be a distinct advantage for your business.

Outsourcing allows your business to:

 

- Focus on core business activities

- Rely on experienced telemarketing professionals to expand your customer base and sales funnel

- Free capital for research and development, advertising and other aspects of your business as needed.

- Reduce overhead expenses

- Increase sales and profits

  

If you are looking to see what a quality telemarketing agency can do for business lead generation, we would love to have a conversation with you.

 

Post written by: Amy Schiller

 

 

 

Published in Blog

 

Professional soccer and B2B telemarketing seem like they are completely different but you would be surprised how much they have in common.

Both are focused on one thing: Winning.

B2B telemarketing is a great tool for developing your sales funnel. It’s an excellent way to generate awareness about your business and grow the bottom line. In general, telemarketing focuses on increasing brand awareness to discover new leads and opportunities with potential clients.

So how can you launch a successful telemarketing campaign with sales results that grow your business?

 

Lace Up Your Shoes and Pick Up the Phone

Does the thought of telemarketing scare you when it comes to adding it to your business? Have no fear!

Think about it like this: when recruiting a new player for your team, you don’t just wait for them to come to you, you go to them.

B2B telemarketing is the same way. Not only is it a proven way to reach new client prospects and get the best stars on your team, its rates yield higher exposure to key decision makers in a company. When you reach a B2B customer, you gain access to all their company products and are able to produce a more fruitful business relationship.

 

Benefits:

If you’re looking to build a better relationship with your prospects and find out more about their needs, then this will be a great option for you.

Telemarketing remains an effective way for managers to find new and better suppliers without having to do research on their own. It’s simple really; your odds will always increase the more people you talk to.

Remember, B2B businesses are always open to hearing about ways to improve their efficiencies and grow their profits.

 

Take a Strong Approach

Like the Chicago Red Stars women’s soccer team, success with B2B telemarketing calls requires a strong offense.

Having the right sales script is vital in order to turn a prospect into a lead or a sale. Like a strong forward, the agents must have a firm understanding of the product or service they are trying to sell and a confident approach.

Make sure the call center you choose trains their agents to be completely comfortable and knowledgeable about your product and the script. The more they are familiar with your company, the better the most anticipated questions are answered easily.  

 

Benefits:

When agents are trained properly and you have made a strong plan of attack, success will follow in the form of high lead generation.

Remember, telemarketing is all about the long game, and not just the first quarter.  

 

Understanding Who Your Prospect Is

Would you want somebody to interrupt you if you had a breakaway on the soccer field and were about to score a goal against your opponent? I think not.

Just like the caller, the prospect is also at work. They might be in the middle of helping customers or in/out of meetings. It’s important for the caller to respect the prospects’ time because of their busy schedule.

 

Benefits:

Respecting the prospects time and understanding who they are is necessary in order to develop and nurture the forming relationship.

Call center agents will spend hours calling and talking to prospects in your target market which means you will be receiving valuable feedback and this information will help you understand who they are and what they need.

 

Why Telemarketing is the Right Fit

You’ve seen all the benefits of telemarketing and you’re probably starting the think that it’s the right option for your company.

Now is the time to consider your outsourcing partner.

Setting up a telemarketing campaign is not an easy process. There are a lot of companies that have spent years in the industry trying to perfect the business.

QCSS has spent the last 26 years becoming a leader in this industry and we pride ourselves on our quality work and proven success rate. We take the lead on the campaign rather than you having to explain every single part of your business to us.

In professional soccer, a lot of players come back to coach for three reasons:

 

1. They know the game

2. They have experience

3. They are really good at what they do

 

Who would you rather have coach your team, somebody who has 10 years of experience or somebody who has 26?

Go with what feels right. A professional call center like QCSS can handle the nuances of a B2B campaign and help your business improve results.

 

If you are looking to hire a call center for your next campaign, contact us to have a conversation. 

 

Written by: Amy Schiller

Published in Blog

Social media, it can either make us or break us. With everybody having access to social media channels at their fingertips, it is more important now than ever for your brand to be on social media engaging with consumers.

Most of us watched as a United Airlines passenger was pulled off a flight on April 3rd in Chicago, thanks to social media.

We also witnessed a high schooler, Carter Wilkerson, ask Wendy’s through Twitter how many retweets it would take for him to get free chicken nuggets for an entire year. When Wendy’s replied saying “18 million,” Carter accepted the mission and ended up getting more retweets than the famous Ellen DeGeneres tweet, setting a new record of the amount of retweets on Twitter.

You can also check out other ways that Wendy’s handles other social media situations here.

Is Wendy’s successful in their efforts? Some consumers will say yes while others may disagree saying that the harshness is a little too much and it could hurt the brand.

Here are a couple different ways your brand use social media as a customer service tool:

Respond to questions and complaints

A lot of the reason that consumers reach out to brands through social media is so that they can get some sort of response. Twitter is slowly turning into a way for brands to become more personal with consumers.

It is also:

1. A simple way for consumers to reach out to brands

2. Less time consuming

3. Calls for a quick and short response

Use social media to defuse situations before they become blown out of proportion and to accept compliments. Do not only use social media to respond to negativity. Use it to acknowledge loyal consumers too.

QCSS quick tip:Some consumers do not always tag brands in their tweets or posts about brands. When they do, you should always respond. To find the consumers who do not, just quickly type the name of your company in the search bar on Twitter. Even if they did not tag your company, the tweet will show up.

Be friendly and understanding

If a consumer has a complaint, be understanding instead of trying to defend your company and brand. It is a good idea to ask more about the situation if a consumer is extremely upset.

Sometimes it is better to take the complaint offline. Recognize what happened and ask the consumer to call a phone number where a representative can take care of the situation.

QCSS quick tip:Have a plan for when a more serious complaint is sent through social media and have customer service representatives on board to handle everything. If you send out a number for the consumer to call into, make sure that the representative is aware of the situation and the previous interactions.

Don’t get offended

It is important that you try not to take things too personally when it comes to people reaching out through social media.

Take Yelp reviews for an example. Reviews on that social media channel are either going to hurt you or help you. Instead of getting upset about reviews that are not the best, take them as constructive criticism.

Learn something from the feedback that you are getting on social media. The reviews are opinions of your consumers which can provide your brand with insights.

Take complaints seriously but remember that opinions are just that and you have no control over the thoughts of other people. You can try your best to change them but sometimes killing people with kindness does not work.

QCSS quick tip:Most consumers do not like it when brands reply negatively to other consumers. For an example, Wendy’s gets a lot of laughs from their tweet sprees but some consumers lose respect for the company from them. Be careful when trying to be funny.

Be original

Don’t copy and paste responses to consumers.

1. They will realize

2. It will make it seem like you do not care

3. It takes away the personal touch of social media

Having the same thing to say to every consumer is going to make them feel like their opinion does not matter. Stop trying to find short cuts on social media.

Originally social media was a way for people to connect with family and friends. Then brands started hopping onto the channels but consumers still want them to feel personal.

How many brands do you follow that send out the same content every single day? Probably not a lot because:

- It can be annoying

- The content gets boring

Create content that your consumers can connect with. Social media gives personality to your brand. Use that feature to your advantage. 

The takeaway

Social media is an important tool for customer service. Do not ignore it because the platforms are a tool to continue communication with consumers while encouraging a sincere connection.

 

The team at QCSS has provided customized sales solutions for companies nationwide since 1991, offering multi-channel inbound customer support and answering services, as well as outbound demand generation and direct sales. To find more posts from QCSS, follow us on LinkedIn or head over to http://www.qcssinc.com/ to learn more about the services that we provide.

 

 

Written by: Amy Schiller

Published in Blog

Back in March, a 5-year-old named Alice wrote an article to a major fashion retailer, Gap, expressing her concerns about their clothing options. Alice was disappointed with Gap because all she believed they were offering in the girls’ department of the store was “just pink and princesses and stuff like that.”

The letter went viral along with the response from the president and CEO of Gap, Jeff Kirwan.

You can read her letter and the response that she got here.

This story is just another huge reminder that businesses and companies must listen to consumers because a door works both ways.

Shopping is no longer about walking from store to store in order to find the perfect shirt. It’s about bounce rates and leaving web pages with shopping carts that are still full.

This is why it is more important than ever to take the time to listen to what consumers are saying about your company. Whether it is through the internet, in person or on the phone, there are many ways to hear what consumers are saying.

7 different ways to listen:

1. Surveys

The best way to find out more about your consumers and what they want is to simply ask them. Ask consumers about what they think your company can do better or where you could improve business at.

When you send a survey or ask consumers to take one online, chances are you are going to get a lot of honest feedback. If a valuable customer is not happy with the way your company is doing something, they will want to let you know.

Some people feel more comfortable being honest when they do not have to deal with confrontation. A survey can provide them with that comfort while also allowing them to tell you how they really feel about things.

2. Focus group

What better way than to get information from consumers than in person?

Focus groups can bring a lot of different insights about your company and the industry that it is in. The group also encourages people to open up about different experiences and sometimes other feedback methods do not allow this type of open conversation.

When it comes to focus groups, people know that they are expected to talk about a certain topic.

Contributors also realize that they are dedicating a certain amount of time to the process rather than a survey that takes longer than expected and is rushed through.

3. Observation

This type of method can be a bit more difficult depending on what type of industry your business is in. It’s difficult to observe people at home with products but it is easy to walk into a crowded area and see how often people are checking their phones.

So, depending on the industry this may not be the best option for you.

The good thing about observation is that it allows companies to see what consumers are doing without being asked about it.

Most people don’t realize how much they check their phone until they download an app that keeps track of it for them. In the same sense, a lot of consumers do not realize the way they are acting towards a service or with a product.

Observation can lead to some great insights but be sure that you are in the right industry for it.

4. Customer service

Customer service representatives are extremely good at a lot of things but active listening is one of their best skills.

Customer service representatives know what it takes to listen to consumers and gather feedback for the company. This kind of feedback is possible for any type of company, large or small.

Consumers who call into a help desk already have initiated the first part of the feedback process. Have representatives listen to what consumers are saying and write down the information that they are gathering.

Then employees have an opportunity to look back on the notes that the representative took and find ways to improve services or products from the feedback.

5. Social media

Companies that are not on social media are definitely missing out on some extremely valuable information. Consumers are reaching out left and right on social media to get in contact with companies.

The thing about social media is that it is on phones, tablets, and computers. People have an unlimited amount of access to social media, a lesson a lot of us can take from United Airlines.

Consumers are not afraid to reach out through social which means that almost anybody has access to complaints and compliments about your company. Be sure that you are staying active across all platforms to stay in the loop with your consumers.

QCSS Quick Tip: Take time to see what your consumers like and who they are following on their own social media channels. This could provide a lot of consumer insights to your company. Also, use social media analytics!!!

6. Email

Email is your friend. When using it, keep things simple and sweet.

The great thing about email is that you can send surveys through email which merges together two different tactics. If you decide to use email to send a survey, there is an open line of communication because your email address is being used.

This means that the consumer has the opportunity to email you back if necessary.

Another awesome thing about email is that a lot of consumers enter their email addresses when signing up for a white paper or when purchasing a product online. Once this happens, if they allow it, you have the opportunity to contact them through email.

Right after the initial interaction with the consumer, send them an email to thank them for the purchase or for subscribing and then ask for feedback.

7. Phone

Another type of feedback that is easy and quick.

This approach is more personal than both social media and email. Calling your customer and talking to them will make them feel like their opinions on your business matters and it should.

Calling a consumer is a great opportunity to start an open relationship. This is something that a lot of companies are forgetting about because of other evolving techniques.

Let us all take notes from the Gap example. Even though the president and CEO did not call his consumers, a solution to the problem could have been found long before the five-year-old pointed it out.

Never underestimate the power of the phone.

 

The team at QCSS has provided customized sales solutions for companies nationwide since 1991, offering multi-channel inbound customer support and answering services, as well as outbound demand generation and direct sales. To find more posts from QCSS, follow us on LinkedIn or head over to http://www.qcssinc.com/ to learn more about the services that we provide.

 

Written by: Amy Schiller

Published in Blog

A three-run lead and four more outs until the Cubs did something some fans never thought they would see in their lifetime. Then, Brandon Guyer hits a run-scoring double. Not the most ideal situation but it did not mean the end.

 

Rajai Davis, playing for the Cleveland Indians, steps up to the plate and does the unimaginable. He hits a home run that brings in two runs. Tie game.

Silence filled bars and houses all over Chicago. Unless you are a White Sox fan of course but even some of them joined Cubs nation for the end of the season.

 

Cut to the locker room.

 

“We’re the best team in baseball, and we’re the best team in baseball for a reason. Now we’re going to show it. We play like the score is nothing-nothing. We’ve got to stay positive and fight for your brothers. Stick together and we’re going to win this game.” (Source)

 

That is the memorable speech that Jason Heyward gave in the locker room during the 17-minute rain delay of Game 7.

 

That night, the Chicago Cubs proved that they have something a lot of teams do not. Whether you are on a field, in a locker room or in an office, the Cubs have set some great examples of what it takes to be a team. 

 

 

Patience

How many years has it been since the Chicago Cubs won the World Series?

 

On that November 2nd night, the answer to that question went from 108 to zero.

 

What can this teach other organizations and businesses? Patience is a virtue.

 

 

It’s going to take a while for things to click but success is not out of reach. The Cubs showed that you can do anything that you set your mind to as long as you accept that what you’re going through is a journey and not a race.

 

 

108 years made the win that night feel like the best thing in the world. The process was long but success doesn’t happen overnight.

 

 

When it feels like things are never going to work out keep your eye on the goal and your head in the game. It will all come together.

 

 

Faith 

There are days when it feels like the world is against us. I’m guessing that’s how the team felt when Rajai Davis hit the home run that tied the game.

 

 

Then the rain delay, another sign that maybe it just wasn’t their year. That was until faith brought the Cubs together as a team to take home the trophy.

 

 

|“Stick together we’re going to win this game.”

 

Jason Heyward gave uplifting advice to his team in the locker room during the delay that some will say saved the game for the Cubs.

 

What any business can learn from Heyward is that you have to believe in yourself and your team in order to come out on top. When things are rough and when the world feels like it’s falling at your feet, lift your head up and believe. Be a leader.

 

That is what will make all the difference, just like it did for the Cubs.

 

 

Enjoy the process

It does not only have to do with the players on the field. It has to do with the coaches, management and the entire Cubs organization.

 

 

Executives had to make some of the toughest decisions of their careers. Some of the decisions left fans and staff unhappy. People were let go because of their choices and others were promoted. In the end, all decisions were made for the better of the team.

 

 

Players put in work throughout their childhoods, high school careers, college days and in the minors to get to play on that field and to bring the trophy to Chicago.

 

The lesson here is that even when we feel like our work is not paying off, it eventually will. Learn to enjoy the process so that it does not feel like such a struggle.

 

 

Acknowledge the setbacks and embrace the blood, sweat, and tears.

 

That feeling of failure is what will push you out of your comfort zone and forward.

 

 

Nobody carries the team

My grandfather could re-watch that game 100 times and still point out every single thing that went wrong. When my dad called him that night after the Cubs won it all, to say that he was mad would be an understatement.

 

 

He was so upset with how the team played that game that he did not even want to talk to my dad on the phone. I’m sure for the couple minutes that he did, nothing but foul language came out of his mouth.

 

 

A lesson that any business could learn from my grandfather is that nobody carries the team on their back.

 

 

One player couldn’t change the outcome of that game but the entire team could.

 

 

When things aren’t going right, do not start nitpicking every little thing that went wrong.

 

 

If you lose a sale, save yourself the struggle of trying to figure out how you could have landed it. Just focus on the next big thing. Correct the mistake if possible and if you cannot then move on.

 

 

If the Cubs looked back on every single mistake they made that night in the locker room during the rain delay, there is no chance they would have won that game. Instead, they focused on what they knew, they were the best team in baseball and they were going to win it all.

 

 

Look what happened.

 

 

Do not make this about yourself

 

|“I thought about all the people in Chicago and how much this meant to them.”

 

Anthony Rizzo knew that the November 2nd night wasn’t only about the endless practices and exhausting offseason training sessions. He knew that the sacrifices he had been making his career as a Cub wasn’t only for himself, it was for the fans too.

 

 

Some fans turned off their TV’s because they didn’t want to watch 108 years turn into 109 years. There were tears. Anxiety filled bars all around the United States.

 

 

The players knew how much this night meant to every single Chicago Cubs fan.

 

 

So, the next time you feel like you want to give up, remember why you started.

 

 

Who encouraged you to become an entrepreneur? Who encouraged you to take that promotion within the company that has caused your hair to turn gray?

 

 

You have fans too. You have people standing behind you and believing in you, just like the Cubs did and still do.

 

When you feel like giving up, do not make it about yourself. Do not give up because it will be easier for you. Do not give up because you think you will be less stressed.

 

Keep pushing because it is not about you, it is about your fans.

 

 

Answer the Call

The Chicago Cubs had the motivation, remained competitive, fought for each other, had goals, never gave up, believed in the organization, were leaders, and lastly believed in one another.

 

Because of all of those qualities, they won the World Series at last.

 

 

This story is one that people will pass down for generations. It is a story of how the lovable losers became the comeback Cubs.

 

108

 

A number that no longer represents the long drought the Chicago Cubs went through. A number that now tells a story about an organization that proved they had what it takes to answer the call.

 

 

We have an entire campaign around #AnsweringTheCall and many athletes make the list of people who answer the call. The entire Chicago Cubs organization made the list. 

 

Click here to learn more about other athletes who answer the call.

 

 

 

For more information about QCSS, visit www.qcssinc.com or call (888) 229-7046.

 

 

 

 

All quotes from: https://www.si.com/mlb/2016/11/03/world-series-cubs-indians-game-7

 

Written by: Amy Schiller

Published in Blog

The first time you meet someone, what’s the first thing that you do? I would assume, and hope, that you introduce yourself.

 

After the initial introduction, we don’t think to ourselves, “What can this person do for me?” They also don’t become the most important person in our life, because it takes trust and communication to get to that point.

 

If we believe that they can positively impact our lives, we continually make an effort to keep them in our lives. Sometimes they will end up becoming a loose connection or the connection gets lost completely.

 

When we think about a potential customer or client, the process is very similar. We become introduced to the company and then we evaluate the value that they could provide to us. Sometimes we keep the company in the back of our minds, sometimes we drop the company completely and other times we make a purchase without thinking twice.

 

Leads can be found through email, social media, a request for a quote, a visit to a web page and many other ways.

 

The question is how do we turn that lead into a sale? 

1. Be prepared

 

The lead should already know a little bit about the company and the services it provides. Before calling and furthering their knowledge about the company, gather information about them too.

 

Find out what their current situation is so that you can understand more about what they would be looking for from your company. There must be a reason that they requested more information.

 

Also, be prepared to answer questions about your company that they may have. It could be along the lines of why your services cost more than competitors, the advantages that your company has over competitors, or the impact of the services your company provides.

 

QCSS Quick Tip

 

Research, research, research

 

  • Gather as much information about the lead that you can. This will be extremely valuable on the call.

 

Don’t be afraid to answer the tough questions

 

  • It’s a good sign that the lead is so interested in your product or service. Answer questions with confidence.

2. Pick up the phone

 

The faster the response time when calling the lead, the better chance is that you’ll land the sale. The best way to contact someone who is interested in doing business with you is on the phone.

 

Calling a lead can help you develop a personal connection. Sending over an email before calling the lead will cause an uneasy feeling about the business that you provide. This is especially true if you are going to be handling clients and customers for them.

 

A lead wants to know that the product or service you have to offer is the best choice for their company. To show them that you’re interested in starting a relationship with them too, make the connection personal by picking up the phone and formally introducing your company.

 

QCSS Quick Tip

 

Don’t overwhelm the prospect

 

  • If the prospect doesn’t answer the phone call, leave a message and let them know when you will call back again. Make the call a few days after the initial call so that they don’t become too overwhelmed with your eagerness.

 

Enter the conversation with confidence

 

  • Know who you’re talking to and the position that they hold in the company. This way, calling the lead won’t be so intimidating.

3. Solve the problem

 

As mentioned in the first tip, do your research about the company. Evaluate the situation and find out how your business can help the prospect.

 

Find specific issues that the company is currently having and highlight services that your company can provide that’ll improve business.

 

Focus on finding out more information about the lead. Doing this will help you to find solutions for the problems and will allow you to provide more insight about what your company has to offer to them.

 

QCSS Quick Tip

 

Don’t tell the lead the issues you see at the company

 

  • Chances are, they already know

 

Ask questions

 

  • Find out more about the company because some things could have been overlooked which would lead to missed opportunity

 

4. Follow-up quickly

 

Maybe your lead said that they didn’t have any interest in your product or service at the moment, but mentioned that they may in the future. Or, it could be that you’re just trying to stay on the top of the mind of your client.

 

Regardless, you should always follow-up with your leads after the initial phone call.

 

If the prospect said that they would like to learn more about the company, send them an invite for a conference call with you and another person in the company. If the lead mentioned that they may be interested in your product or service down the line, ask to add them to your email marketing list.

 

QCSS Quick Tip

 

Make the follow-up simple, short and useful

 

Be direct

 

5. Focus on email marketing

 

When talking to leads on the phone, ask them if they would like to be added to your email marketing list. This allows leads to receive more information about your company without feeling like they need to make a decision with your company right away.

 

Emails also leave the opportunity for your leads to gather more information that could have been missed on a phone call, follow-up email or even on the website. It allows consumers to receive more information about the company without having to dig in order to find it.

 

Email marketing is also a great opportunity to share content with subscribers and highlight products and services that leads may not know you offer.

 

QCSS Quick Tip

Put testimonials in your emails

  • This will help customers or clients trust your brand

 

Converting leads into sales is not an easy process. It takes time, patience and trust to get to that point. It’s important to focus on what you can be doing to get leads to convert.

Read More

   Learn More About What a Help Desk Can Do For You

 

   How Do You Know If You Are Answering The Call?

 

   The Best Advice We’ve Learned from Being in Customer Service

 

The team at QCSS has provided customized sales solutions for companies nationwide since 1991, offering multi-channel inbound customer support and answering services, as well as outbound demand generation and direct sales.

 

 

Written by: Amy Schiller

Published in Blog

The other day I was talking with a friend and she mentioned how she went to dinner with a friend a couple nights ago. When they walked into the restaurant, the server told them to seat themselves.

After fifteen minutes of sitting at the table, they still were not greeted by anyone at the restaurant. My friend mentioned how close she was to getting up and just leaving the establishment.

It just so happened that my friend chose to stay at the restaurant but many people don’t make that decision.

She did choose to stay at the restaurant but she also chose to bring it up to me in conversation. The experience impacted the way that she now feels about the restaurant.

This story, like many others, is the reason that people talk about the importance of customer experience.

If my friend had a good experience at the restaurant, do you think that she would’ve made a point to tell me how great the service was? It’s possible, but the bad experience was the reason for the conversation.

Problems like this can be solved easily. An apology from the waitress would’ve been nice along with outstanding service after that to make up for the loss of trust.

It’s important to remember how much customer service impacts your company or business. Here is some of the best advice we’ve learned from being in customer service.

Address the customer by name

Employees only ask for the customer’s name 21% of the time. (Source)

Always address a customer by name when speaking to them over the phone or in person. The reason that this is so important is because it makes them feel like they mean something to your company.

As humans, we like to feel important. Everybody has a name, so use it when speaking to and addressing them.

Become more personal

81% of consumers who switched loyalties say the company could have done something differently to keep them as customers. (Source)

Think about what your company can be doing differently in order to keep consumers happy. Sometimes, customer experience is the one reason that consumers continue to come back.

If there’s something that you can be doing differently in order to keep customers happy, do it.

Respond quickly

91% of unhappy customers will not willingly do business with you again.(Source)

Respond quickly to the needs of your consumers. If you are promising excellent service and your customers are paying for it, this is what they are going to expect from you.

If you offer web support but there’s not an agent answering questions at a fast rate, then your customers are going to get upset.

Only offer services that are going to benefit the consumer, not delay the process of getting hold of a support team.

Listen carefully

According to consumers, customer service agents failed to answer their questions 50% of the time. (Source)

Don’t attempt to answer a question before listening to the issue first.

Customers are going to get angry if you just assume that you know what the problem is. Give them the opportunity to talk about their concerns and then work with them to solve the issue.

Stay consistent

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (Source)

Consistency is key when it comes to customer service.

A poor experience will turn consumers away. As mentioned, my friend waited fifteen minutes to even get greeted at a restaurant. Most people won’t give a restaurant ten minutes without being greeted before they walk out the door to the restaurant down the street.

Remain consistent in customer service and watch sales grow.

Handle complaints

Over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature. (Source)

Social media has become go-to when it comes to customer service. We learned from United Airlines that everybody has the power to expose a business by a simple tap on the phone.

There are so many people who have the ability to record and take pictures of service and products from companies. Even if things are taken out of context, there’s still the chance that people aren’t even going to listen or care about your side of the story.

Handle the complaints instead of ignoring them or blocking them. There are so many instances where companies just think blocking a person on social media makes them go away. It doesn’t, it only makes the issue worse.

Own up to mistakes and don’t be afraid to confront issues.

Build trust

In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. (Source)

Providing a consistent customer experience will not only encourage customers to trust you, but they will continue to come back to the company or business.

Stop worrying about competitive pricing and start worrying about delivering excellent service.

Most consumers will realize that the extra money is worth the service that they are receiving.

Communicate clearly

For every customer who bothers to complain, 26 other customers remain silent. (Source)

Just because customers aren’t expressing concern to your company, doesn’t mean they aren’t expressing concern at all. Other people may hear about the rude customer service representative or the hour long wait on the phone.

Encourage feedback from your customers so that loss of business can be prevented.

Remain positive

It takes 12 positive experiences to make up for one unresolved negative experience.(Source)

It takes a lot of work to get a consumer back but not a lot of work to lose one.

Put in the work while you still have someone investing in your business rather than having to put in double the work to get them back.

Deliver positive customer service all the time so that this won’t be an issue your company has to deal with.

 

 

The number one reason a new potential buyer of your product or service will find another provider is due to lack of immediate attention, making them feel as if their call and ultimately their business doesn't matter to you.

At QCSS, "Where the only call that matters is yours" every time the phone rings, we answer seamlessly as your company promptly to give the customer the attention they demand and deserve.

For more information, visit http://www.qcssinc.com/or call (888) 229-7046.

Published in Blog

Does the thought of calling someone you don’t know make your palms sweat? It’s time to put an end to the fear of the phone. The internet and social media have taken over a majority of the business world. It’s easy for us to contact people through E-mail or LinkedIn without having to think on our feet before pressing send.

If it’s not something you’re used to, making business calls can be intimidating especially when it’s somebody that you don’t know. That’s why we want to give you some insight on how to make a successful warm call.

What is a warm calling? Warm calling is soliciting to potential customers who you have made contact with in the past. This could’ve been through email marketing, networking at a conference, or somebody who has requested more information about your business through a website or in person.

What is cold calling? To keep it pretty simple, cold calling is soliciting to potential customers who weren’t expecting to see or talk to you. These potential customers probably haven’t shown much interest in your product or service before you picked up the phone to call them.

What’s the difference? It’s not about who you know, it’s about who knows you. You could say that you know someone and give them a call but they have absolutely no idea who you are or how they would ever know you. That’s something the person on the other end would consider a cold call.

If you call someone, let’s say through referral, you have more of a lead than the person making the cold call. You can mention the person that you both know so the point of the call and how you got their information becomes clear. That situation is more of a warm call.

Here are 7 tips to make an incredibly successful warm call:

Find promising prospects

All warm calls should be placed to someone who you’ve met before, has expressed interest in your business or was referred to you by someone else. If you’ve met them before, what was it about them that made you think they would be a great prospect? Know the answer to this question so that it’s easy for you to express to them why they seemed so great to you.

If they’ve expressed interest in your company, what was it through and how did they find you? Try to get this information before making the call so that you can learn a little more about what they were looking for before reaching out to your company.

If they were referred to you by someone else, try to find out why this person referred them. There must be a reason that they were mentioned to you by someone else. There’s a reason someone gave you their contact information.

Dig deeper into the situation instead of just picking up the phone and making the call. If you can’t find more information then make sure you’re confident when making the call. Be sure that this is a promising prospect so that no time is being wasted on either side.

Reintroduce or formally introduce your company

Are you calling someone who you met at a conference? It could be that you’re calling someone that you previously did business with. Regardless, be prepared to simply reintroduce or introduce the company that you’re working for.

If you did meet at a conference, mention what conference it was and then continue to tell them what your company does. If they were a previous client or customer, be sure to mention what services or products were previously provided to them.

Sometimes, it’s difficult to even remember what we had for dinner. Be prepared to explain how you know this person and why you’re contacting them. Allow them a chance to talk too because you don’t want to overwhelm them with information about a company that they aren’t even interested in. It will turn them off to the company even more.

Find a company that fits your business model

Make sure that when you’re calling a lead, they fit into your business model. You should be sure that this lead is someone that you can actually see yourself doing business with in the future. This way, you’re not wasting your time or their time either.

QCSS recently partnered with the Chicago Red Stars. The Chicago Red Stars are a professional team in the National Women’s Soccer League. QCSS is women owned and certified as WBE. Together we share a passion and commitment to the women’s game and the advancement of women in the workforce.

We knew from the start that the Chicago Red Stars were going to make a great partner because of passion for progress for women. When warm calling a company, look for something that both companies have in common. This will turn out to be important to them and to your company too.

Know what the company does

Before making the call, do research on the company. Explore the company on LinkedIn and on their website. Get to know what they do and don’t just assume. Do your research so that when you’re on the phone you don’t look uninformed.

If you don’t know much about the company and you make the call, they may think that you’re just wasting their time and get aggravated. Show that you understand what they do and which kind of consumers that they serve. Be open with the person on the phone about what your company does and who they offer products and services to so that they can also better understand your company.

Also, if you show interest in the company they may be more interested in continuing to keep in touch even if the fit isn’t right at the moment. It’s possible that this prospect can refer you to another person or company if they think you’re genuine and your product or service actually will be beneficial.

Know what you’re going to say

Be prepared for the worse and be prepared for the best too. Don’t act surprised when the person says they want more details about the company and don’t get offended when they say that they aren’t interested.

Anything can happen on a phone call. The call can get disconnected and you’re going to have to decide if you should call back or not. The person may act completely uninterested in what you’re pitching to them and you’re going to have to find a way to keep a positive mindset.

Talking on the phone is nothing like sending an email. You don’t have thirty minutes to develop a script that will hit all key points along with providing a call to action. That’s why you need to know what you’re going to say.

Keep the call short and sweet

It’s recommended that you try and keep the phone call under five minutes. This way, you aren’t taking too much time out of their day but you’re still able to reintroduce or formally introduce your company.

It may seem that not having a lot of time on the phone is discouraging and you won’t have time to say everything you hope to. This is possible so make sure that you have a specific purpose of the phone call. The person may only have two minutes to talk to you when you were expecting four. Shorter is better when trying to grab attention on a warm call. 

After the call, send over a follow-up email so that they have access to more information if they need it.

Keep in mind that not every warm call is going to be successful. Some people aren’t going to be interested in the service or product that you have to offer. Learn that you have to accept this and then follow the next lead. If someone says that they aren’t interested leave it at that because not every potential lead is going to be a good fit.

Believe that you can do it

Make the call with confidence. Your tone of voice is everything when making the phone call. Try to keep the conversation in control and in your favor. Always keep the conversation positive and don’t let your nerves take over. The conversation that you’re having on the phone could be a new client or customer in a couple of days, weeks or months. Keep that in mind when you’re talking on the phone. This way, you’ll be more confident than ever.

 

Still don’t want to make the call? Or maybe you just don’t have the time? QCSS can provide lead generation and qualification, appointment setting, up-selling, cross-selling and many other services for your company. You don’t have to talk on the phone because we can do it for you.

Published in Blog
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