Business process outsourcing is now commonplace for businesses all over the world. By outsourcing their business processes, companies experience a wide range of benefits including cost savings, better services, strict quality controls, etc. In this post, we’ll have a look at how outsourcing services actually work and deliver the desired results to their clients.
Increasing number of companies, be it startups or Fortune 500 companies, now outsource their diverse business processes to outsourcing companies in different parts of the world, like India. With outsourcing, businesses get to experience an extensive range of benefits which have a significant impact on the bottom line of the business.
Sales and marketing is one of the most commonly outsourced business processes and allows companies to reach more audience in a cost-efficient way as compared to hiring an in-house team. However, have you ever wondered how these outsourcing companies actually work? Let us try to find out.
The sales and marketing teams are first required to create strategies along with their client to exactly cater to the target audience of the client. A common strategy is created to address the needs of the client and the same is followed by the outsourced agents to get maximum sales. The team managers and team leaders play a significant role in implementing the strategy and getting best results for the client.
Outsourcing companies also make use of a script which the agents follow when making a call. It includes pleasantries, detailed information about the product or service along with instruction about how to proceed with the sale. Apart from sales and marketing, for instance, if it is an inbound technical process, the script will have detailed solution to common customer queries which the agents can use to resolve the queries of the customers. The scripts are generally provided by the client and are updated regularly.
Once the strategy is in place, the next step is lead generation. There are many different ways in which a company can generate leads. Moreover, there are companies that offer leads to the outsourced firm to work on them. These are generally targeted leads which fit the services or products offered by the client.
If the leads are being generated by the outsourced firm, they have certain criteria on the basis of which they qualify and disqualify the generated leads. Some of the most important considerations include an overview of the customer, an overview of opportunity, bid or no bid recommendation, eligibility and teaming agreement. If the lead fits the pre-defined criteria, it is then passed in the sales force development cycle (SFDC).
Closing the sales is the most important part of the whole process. Closing sales can have different meanings for different call center outsourcing processes. For some, it can mean selling a product or service while for others it might mean collecting the details of the customer and passing to the client. Once the sale is closed successfully, it is updated as closed-won in the SFDC.
The sales won and lost throughout the week and months are closely monitored by the managers to look for ways in which the services can be further improved. The client remains informed throughout the process with regular exchange of calls and emails. If any kind of changes is to be made to the sales plan or script, the team are provided adequate training for the same to deliver the desired results.
This is generally how things work when businesses make use of outsourcing services for their sales and marketing. The strategies are implemented and continually improved by the outsourcing service providers to offer better services to the clients and customers. Even the agents go through regular training and the quality is regularly monitored by the team leaders and managers to make sure that every agent is able to deliver the best.