Telemarketing Software Featured Article

Inside Sales Processes Soar When Standardized

October 20, 2015
By Tracey E. Schelmetic - Telemarketing Software Contributor

Many companies today use their inside sales force as a kind of training ground for sales professionals. It’s where many salespeople have “cut their teeth,” so to speak, learning the business and the sales process. If the sales department were a beehive, the pollen gatherers who roam far and wide would be the outside sales team, and the worker drones would represent the inside sales team. But the beehive analogy only goes so far in this instance: bees have instinct on their side, while great salespeople are made, not born, usually under the skillful guiding hand of a great sales manager.

In a recent blog post, VanillaSoft’s Genie Parker writes that building great inside sales people involves instilling in then something she calls AI, or “artificial instinct.” This creation of great sales instincts are built faster and easier with the telemarketing and sales tools. 

“With the right queue-based sales enablement tool, it’s like you have created a hive mind or artificial instincts for your inside sales reps,” wrote Parker. “All the tedious tasks, decision making, and potential for error is greatly reduced, leaving each of them to make more calls more productively. An inside sales team produces more sales by working like ‘a collective consciousness,’ analogous to the behavior of social insects, in which a group of people become aware of their commonality and think and act as a community, sharing their knowledge, thoughts, and resources.”

It’s ironic that traditional sales often stresses competition above all else: each player needs to work in isolation in order to “beat out” the other sales trainees. While this may be what has made a lot of sales careers, it’s not going to do much for customers. If a team of inside salespeople has created their own little fiefdoms with customers, what happens when one team member is on vacation and a customer needs help? Not sharing knowledge and resources across the sales team can create a lot of roadblocks for customer relationships.

Without great sales enablement tools, inside sales personnel will be left doing a lot of redundant, pointless footwork that wastes times and creates more opportunities for error. Parker recommends inside sales departments look for solutions that offer preview or predictive dialing (so time isn’t wasted manually dialing calls); queue-based routing that automatically routes the next-best lead to call; logical branch scripting that guides each salesperson through logical, smart calls leading to repeatable, predictable results; voice drop technology that leaves the perfect voicemail every time while your rep moves on to the next lead; e-mail templates to cut down on time wasted crafting e-mails; and lead nurturing campaigns that help everyone in the company understand where a customer is in the buying process.

A company that employs a dozen inside sales reps using a dozen different manual processes is never going to be able to get out of the mire of repetitive, unnecessary administrative tasks. Only by standardizing the lead generation and sales enablement processes and allowing all team members to collaborate across them can a company get to the real business of selling. 

Edited by Rory J. Thompson