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Going Stealth on the Playing Field

27 Oct

When does a call center company decide it’s time to go stealth on the playing field? If you really think you’re not strong enough to reap winnings as of the moment, this tactic makes a lot of sense. But first you need to accept the situation you’re in: outnumbered, outgunned, but fortunately you’re still alive- otherwise you wouldn’t still be around. Stay hidden until the time comes you can already win.

Here are some critical situations in which it would be wise to use such mode of operation:

You’re losing the drag race. In here the top player is too strong and has advantages far greater than yours. They took on a lead and it’s virtually impossible for you to catch on. Right now you need to find another place where you can play, away from the beaten path since it’s the wisest thing to do.

The platform is impenetrable. This is when your biggest competitor still has countless allies who receive great rewards for being such. When you do a stealth play you can fill in the platform’s gaps while reaping rewards in the process. Join them if it’s impossible to beat them. Wait until you’re strong enough to win on your own.

The incumbent is still big, but already declining. Who’s your biggest competitor in acquiring software product leads? Have you noticed some significant flaws? If so, this can be a great opportunity on your part. Making a couple of inroads is a possibility but since the incumbent is still powerful, it’s best to stay out of the way. What you can do is continue finding places where adding or even stealing a bit of value can be done. Continue doing this until you’ve accumulated enough value to challenge the top player head-on. Where on earth can you find these places? None other than your customers, of course.

As you can see, being bold and brave isn’t always the best way to go. You must know when to lie low, and keep your head down. In this game, it’s not always the strongest who wins, but the smartest- those who have the best tactics in the playing field.

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Payroll Software Lead Generation – Going for the Target

29 Sep

When it comes to the payroll software that your company developed, one thing comes to mind: selling it. A lot of companies need such software for more efficient and better handling of their employees’ pay. I mean, come on, nobody wants to be stuck in an office having to do calculations the hard way when there exists software that can automate the entire process. Payroll software sells… however, getting payroll software leads isn’t exactly a cakewalk.

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It’s not that nobody wants to buy your software. It may just be that tracking down the people who are looking to buy what you sell is far from what your current marketing approach can handle. It could be that you’re strapping pamphlets and print ads to walls and poles hoping that someone takes a look-see, but obviously that approach will not work for you because your target contact persons will most likely never see those advertisements.

When it comes to acquiring payroll software leads, what you need is to get directly to the target. Think of yourself as like a highly trained and professional sniper – always aiming for the head so that all you need is one shot. If you want to sell your payroll software and generate sales leads, here’s what you need to do:

Go with direct marketing approaches – You cannot always rely on indirect methods and hope that people are directed to your company’s website, or so that they can give you a call. That would be ok if your product was something that is in demand by the masses, but it isn’t; it’s something that only a few will want and understand. That is why you need to be more direct with how you generate your payroll software leads.

Think of using an approach such as telemarketing. It’s like the epitome of direct marketing. Phone calls can be made with the press of a few simple buttons and you can be connected to your target contact person in a near instant. You eliminate having to rely on chance to help you draw in potential customers. You’re taking things into your own hands.

Aim for key decision makers whenever possible – When you engage another business that you think may be a good prospect for you, you cannot help but have to deal with different types of people in various positions within that company. Not all of these people will be essential towards making a deal happen. As such, you want to make sure that you avoid having to get passed around. As much as possible, always aim to reach key decision makers right away.

Sometimes deals do not fall through because your markets keep getting directed to the wrong decision makers, and some of these key personnel may not even fully understand what is being sold and just give a no right off the bat. In generating the payroll software leads that you need, you have a primary target – your key decision maker. Go for him.

Even with these tips in mind, lead generation can still be difficult. However, by using them, you can increase your chances at getting good results. After all, key decision makers are people that are hard to reach within a prospective company. That is why you need to be direct in your approach towards them, and as much as possible, get in touch with the personnel that really matter in getting talks started.

Getting to the Heart and Soul of Customer Service as a Call Center Company

20 Aug

As a call center company, it is important that employees manage their emotions well especially when dealing with customers over the phone, no matter how challenging things may get.  You need to take care of your customers to the optimum level, offering compassion even to the most challenging ones. Here are some practical tips on how to do just that.

 

Be fully present when giving customer service. When talking to your software product leads for instance, remember to deal with them at the most basic level, as human beings, regardless of their financial status or background. By taking time to give them your undivided attention, they will surely feel validated. Manage your stress levels so you’re more able to care for your customers. If your stress levels are too high, take a break, take a breather, until you’re calm enough to give your full attention to your customers.

 Find value from the mistakes you have made. Usually people feel uneasy when they know they are not knowledgeable about something. This is mainly because of fear of getting into trouble or looking bad. After all, how can you be comfortable in knowing that you don’t know something? The good news is, acknowledging this fact is the first thing to learning something new. Every time you need to learn something new, feel thrilled about it, love learning and you will also love the results you will get on your job. View mistakes as not mere failures or embarrassing situations, rather, as a form of accelerated learning.

 Learn to empathize with your customers. Now, this goes beyond just being nice. You need to learn to disengage yourself from your own feelings and points of view so that you can understand what your customers are experiencing. By doing this, you will be able to respond to your customers with compassion, whether you agree with them or not. You need to get in touch with their needs, wishes and feelings because it will go a long way in creating the kind of relationship that will strengthen professional relationships to produce a solid and loyal customer base.

The Reason behind Changes in Practices in a Call Center Company

25 Jul

Telemarketing is fast moving and a constantly adapting field. Technologies change as well as environments and they continuously evolve regardless of the industry. It’s either the technology that changes or the way people approach the work changes, but one thing is for sure, company practices change in order to accommodate the various demands put on by the different elements of the organization. There are plenty of reasons that may require change in practices, some them include the following:

 

Existing practices that are counterproductive. If the actual process say, of dealing with software product leads exhausts more resources that the output that is being produced, then it needs changing. This exists in groups that produce virtually no resolved issues and costs more to operate and provides very little merit for the company. In the process it no longer abides by the financial requirements placed on it, as does every unit in a company. Practices play a big role in determining the company’s desired productivity.

 

Adhering to policy. The group may also be doing things that are against company policy that needs to be realigned to the existing policy in order to correct the given situation. This usually occurs as an aftermath of acquisition in which the acquired company need to change to comply with the brand new owner. It depends on how assimilation is handled by the acquiring company. Either the management remain or it can be replaced by a new one to implement the changes.

 

Effectiveness of labor. A group structure is generally tiered; it consists of different levels of technical experience and expertise. In this case the labor resources must be carefully organized in order to get the most benefit or value out of each of this valuable resource. Additionally, group performance must also be aligned to support work for the provision of the maximum excess value of this structure. For instance, in a multiple level structure, every level must focus on doing the work at maximum efficiency before transferring support issues to the next tier. This kind of labor organization requires practices to dictate how the issues will be transferred among the tiers.

 

Things always change in telemarketing. The more you know and understand why the change is necessary for the company, the better chances you’ll have adapting.

The Importance of Positioning Strategy and Target Market Profile of A Company’s Marketing Plan

23 Jun

A call center company dealing with software product leads must learn the importance of positioning strategy and marketing profile for them to have an edge among their competitors. Positioning is your selling concept; this is what motivates people to purchase your product, depending on the image that you choose to project as your brand to your target market. Your positioning statement will clearly identify where your company wants your product to be in your chosen market, thereby providing the direction of the message that will be communicated to your consumers.

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In your Target Market Profile you have to be able to identify your target customers that will represent the highest profit potential based on common characteristics and similar needs such as the following:

The demographic profile. This pertains to the gender, age, education, income, and ethnic background of the consumers. Depending on your product’s nature, certain characteristics will be more important than others, and some will be completely negligible. For instance, is your brand more appealing to males or females? Or can you say that it is gender neutral? The price of your product will also be a main factor.

The psychographic profile. This is also known as the lifestyle profile composed of three important characteristics namely: interests, activities, and opinions of your prospective buyers. It is essential that you are well-versed with the customers’ behavior because this is how you will know how to reach them by using a compelling message. Also, proper info about their media consumption is also crucial so you will know which platform to use in your campaign.

The geographic profile.  Know that geography will have a great influence on your company’s marketing strategy. Thus, your profile must consider your target market’s location in terms of key market or region. This will influence how the budget will be allocated nationwide. Does your particular brand wish to invest on strong regions or regions that require shoring up?

When doing target market profiling, your description must aptly portray the combination of these three: demographic, psychographic, and the geographic characteristics, or at least ones that are important to your company.

Improving Customer Service in a Call Center Company

10 Jun

Perhaps your company does an excellent job consistently generating software product leads, you never run out of targeted prospects day after day, week after week. But how is it going with your present clients? And are they coming back repeatedly because of the great service they receive, or do they walk out the door the minute they find out you cannot provide them with the holistic customer service that they expect?

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To better understand the right approach to customer experience, you need to put yourself in your customer’s shoes and look at things from their point of view. Are you aware of the common pet peeves, pain points and churning that go through each call? How is your service level? Do they get an answer promptly or does it take an eternity before someone accepts their call? Are you delivering the kind of service your company has promised or because of poor forecasting and overwhelming contact volume you just find it difficult to cope? Are the set rules and policies set by the call center management having a positive or negative impact on your customers?

You cannot expect to gain trust and loyalty from your customers unless you provide them the key elements of an efficient and reliable contact center such as:

-Easy access to needed info, inquiries, purchases, complaints, trouble-shooting concerning your product/service.

-Quick access to service. Do they need to provide their account number a gazillion times to receive a reply, an email, a call, or resolve a relatively simple problem?

-Do they get what they need from you? If so was it quick, easy, understandable? Or did they end up more confused prior to making the call?

You need to be able to answer these questions first to know the present state of the kind of customer service you are providing and therefore make room for improvement. Unless you do this you will never be able to align your contact center with the brand message you are promoting. First you need to equip yourself with the needed building blocks to provide your desired customer service experience, then you can already determine which policies and/or procedures can either be implemented or eradicated to serve your company’s and customers’ best interests.

 

Customers – Active Participants Your Business

20 Mar

Customers are not just mere passive receivers of information; they are active participants who think, decide, and judge the best things for themselves. Customers obtain a lot of information coming from what they see, what they hear, what they have tasted and smelled, and what they have read. They process these pieces of information according to their wants, needs, its pros, cons, price, availability, practicality, and best value for money.

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Gone are the days that customers solely receive information from traditional forms such as advertisements and flyers. Today’s technology allows the customer to make or break your product. A highly satisfied customer will post your product on Instagram and Facebook, and would give your product a 5-star review, while an angry customer can rant his dissatisfaction online and his post might virally spread. A simple review written on a blog post or on social media makes a huge impact on your business’ lead generation.

Customers research everything they need to know before making a purchase. They talk to family and friends for their experiences, ask subject matter experts about their opinion and knowledge, and read reviews and other possible alternatives on the Internet. After receiving reviews, they deliberate your products together with other alternatives that have sprung up. If a customer chooses you,  you are considered the best choice among others – for now.

We all want our business and our outputs as the best options for our customers. As times have changed, so is the customer’s needs. What the customer may use now will not be used tomorrow, for he has deliberately decided to change. We need to keep up to the ever-evolving market , and one step for keeping up is to know the customers’ minds.

Email marketing and telemarketing are two of the most direct methods of knowing your customer’s needs. Through these methods, you can directly present your outputs to your customer, and in turn, customers can give immediate feedback to you.

A certain number of customers who used to subscribed to your newsletter may have decided to unsubscribe – ask yourself, “Why did they unsubscribe? Is it because of the presentation? Or maybe he has found another brand?” A telephone conversation with a loyal customer has revealed that she was having problems with her products and delivery, and although she would still want to purchase your products, the problems she had experienced made her consider another alternatives. These immediate feedback probes you to discover problems you may have overlooked. After figuring out the problems, you can find the proper solutions to these and in turn, improve your business in the long run.

Remember, a customer chooses you after undergoing a process of decision-making and deliberation. Give your customers the constant 5-star satisfaction and you’ll receive 5-star loyalty and recommendations.