Sales lead tracking for call center – Agile Methods

As in many call centers, the job is considered highly stressful because of expected response times and resolution. When faced with problems, many companies just lay off staff in an attempt to increase productivity, hire more staff without solving the underlying problem or try to improve results by people staying more on the phone, expecting to increase sales conversion.

The goal of the method is to to speed the process of receiving information from sales & marketing collaborators, they collect the data from CRM, marketing platforms  and Excel sheets from the operations.  

What size of call center is the method suitable to implement?

If your call center sales operations have the following cases or questions, this method can be implemented in the operation. 

! We need to buy midia per cost-per-acquisition (CPA).

!  What’s our CPA per source?

! The majority of calls that could not be resolved on the first call required some research.

! The sales operator  were judged on whether they are available to answer, as a result, many calls that could not be resolved right away were often never resolved.

! Customers whose inquiries were not answered within a few days would call back. This increased the call volume, and the sales operator  is far from their sales targets and leading to multiple entries.

! The system collected a lot of data, it was unreliable and of little use in terms of understanding performance or making improvements.

! Data show  that the company is falling. Only 50%  of first call is productive, and not sure what is happening with the other 50% of call attempt.

 

It’s a proven independent method for call center operations with marketing investment from different sources and groups of sales operations.

Data  to analysis 

 Product cost per acquisition (CPA).

 Sales Conversion rate per source and campaign.

 Lead Timing.

 Call tracking from multiple sites.

 The time the System updated their database.

 Click to call with different voice message by campaigns.

Based on the information we see from the dashboard (alerts at some numbers you need to look at), we can than make decisions on how to increase sales conversion rate and lead generation.

How to implement the method?

Firstly I will ask two things: Do I have access to the database via ID Webservice? Does the business have an IT developer dedicated to implementing the method?

I do have a IT person dedicates to implementing the method and follow up the project. The cost will depend on the two questions answered.

What are the strategies we will develop?

If you already have a platform and data you trust, we don’t need to implement the method to track leads and sales.

We will than look at strategies to improve the following:

 Productivity: Increase in sales conversion rates. Increase in efficiency on leads worked in the pipeline.

 Reduction: In wasted leads and product cost per acquisition.

 Recovery: Intelligent automating processes to sales channel and recovery rate.

 Control: Call tracking from multiple sites and keywords in real time.

 Quality: Customer satisfaction improved through surveys and crossing tabulated information with emails and Interactive Voice Response (IVR).