Telemarketing Software Featured Article

Telemarketing Software Improves Lead Management

April 27, 2017
By Tracey E. Schelmetic - Telemarketing Software Contributor

Not every outbound sales call or telemarketing call is going to result in a sale. Not even most will result in a sale. But if agents are skilled enough and have the right tools, they may still be achieving something of value even without an immediate sale: information that could lead to a sale in the future.

With the right telemarketing software, a company employee can create new records for the calls that are made and store the information discovered during that call with a prospect. The software provides inside sales personnel with a “dashboard” that contains information and functionality. It keeps track of the prospects and provides a complete picture of the prospect’s relationship with the business. Using this information, agents may be able to find opportunities to make a more relevant call at a more opportune time, resulting in a sale. In essence, a good telemarketing software solution can provide the foundation for better lead management.

A lead management solution allows companies to build a plan to retain existing and acquire new customers, and establish a brand reputation. It does this with a combination of business intelligence and analytics, contact management, lead qualification, dialing technology, reminders and appointment setting capabilities, collaboration tools and integration with the company customer relationship management (CRM) solution. While of course a sales force could accomplish some of these things without a lead management solution, the software makes it faster and easier, according to a recent blog post by VanillaSoft’s Genie Parker, by adding efficiency to the process, and allowing inside sales reps to go straight from one call to the next.

“Queue-based lead routing allows management to specify parameters denoting importance levels,” wrote Parker. “Forty five percent of companies report that their sales representatives need help deciding which leads to prioritize, so this is a major benefit. It saves the representative valuable time since they don’t have to look through a list of contacts and decide who to call next. The system handles that decision-making process for them which leads to a 35 to 100 percent increase in the average calls per hour.”

In addition to letting the representative know which contact to call next, queue-based lead routing increases the number of contact attempts made per lead by three and a half times. The ability to put a time frame on when a callback should occur decreases the lead decay rate by 30 percent.

The benefits of a lead management solution are immense to sales managers, who can use the system to keep a bird’s eye view on telemarketing sales activity. They can use the solution’s customized workflow tools to ensure that agents are doing their work properly at the right time, and set follow-up reminders that notify both sales reps and the manager herself what needs to be done when.

“Email and text message templates paired with call scripting ensure that the brand message is consistent across all means of communication,” wrote Parker. “Call recording is another protector against employee missteps in portraying your message. If an issue arises, it can be addressed and corrected quickly.”

Most sales managers believe their reps can do better, but they may not be able to prove it. Using a good and comprehensive lead management solution, managers will know if their team is doing a good job laying down a foundation for future sales. 

Edited by Alicia Young