Increased appointments mean increased chances to make sales for any finance agency. Therefore, when the agency had a need to boost its outbound calling operations, the easiest way out was to employ additional staff.
However, after experiencing problems especially in recruiting and managing these additional staff members, the agency understood that this was not always the best way to go about things.
The agency used several different approaches to gain leads, which included cold calling, booths, and door-to-door work.
Statistically, cold calling continued to be one of the most scalable options for contacting prospects. However, the problem of recruiting people who were able and willing to call effectively became tougher and tougher.
Callers of lower salaries were not always dependable in terms of performance, and paying more did not guarantee anything.
Furthermore, the managers had to deal with recruitment, training, supervision, and performance reports.
Finally, the agency had to pose a more fundamental question:
Is the issue whether we need more callers, or we need a more effective way of managing our outbound calls?
Instead of further expanding their internal team, the agency chose to partner with Wingo Starr via our BPO Outsourcing Services in Malaysia.
The agency had access to a dedicated calling team that was supplemented by the presence of supervisors and performance measurement. More significantly, the callers had access to the dialing system.
This means that instead of making manual calls for each telephone number, the system automatically filters out busy lines, unanswered calls, and voice mails.
As a telemarketing service provider in Malaysia, our callers are able to make up to 300 calls a day with the assist of our dialer system. This means that with just one caller, the productivity will be about 3 times more productive than manual dialing.
It is not just an issue of placing more calls; rather, it is about saving time during pauses.
There will be no need to waste precious time dialing phone numbers and trying to connect to people without success.
Through restructuring the outbound calling process, the agency was able to:
The real key did not lie merely in delegating the calling process to others.
The main point of the change was to create an efficient system around those who are making the calls.
The finance agency outbound outreach has showed a steady growth throughout the campaign, reaching 1,778 contacts within Week 4 after starting from 420 prospects in Week 1. The growth of outreach correlated with an increase in qualified opportunities, which was consistent as well and moved from 58 opportunities in Week 1 to 350 in Week 4.
In total, the finance agency reached 1,778 prospects and gained 350 qualified opportunities out of which there were 190 sales appointments and 160 WhatsApp leads, which is equal to an opportunity rate of 19.7%. The predictive dialer and the managed telemarketing service helped the client achieve up to 3 times calling productivity compared to their usual efforts.
Based on the pie chart, for every 100 leads called, 11 has successfully converted into sales, while other 9 continued the conversation through WhatsApp. This shows that consistent outbound calling can create both immediate sales and further opportunities for customer follow-up.
Rather than increasing the number of people to widen your outreach efforts, let us take care of that with our telemarketing crew. For this case, our caller have contacted 1,778 leads, generated 190 sales and made 160 WhatsApp contacts; we are able to help companies reach out to potential customers without disturbing their sales force.
In many cases where businesses rely on outbound sales calls, adding additional callers may not be the way forward.
There could be better opportunities for improving the technology, process, and management of the calling effort itself.
If your finance company also encounters similar problems with outbound calling, then you should contact Wingo Starr can assist you to examine a more scalable approach to outsourcing telemarketing and customer services.
With telemarketing, you get the chance to contact more leads, identify possible buyers and give your sales force a chance to make follow-ups.
By outsourcing telemarketing, it enables you to get your sales team off the phone prospecting and allows them to concentrate more on the other aspects of their job.
The performance of telemarketer during the campaigns can be tracked by using our dialer system, as it includes call data and call recordings.
Data security is something that Wingo values highly. We are ISO 9001 and ISO 27001 accredited. Information related to customers and leads is managed using appropriate processes and security measures during the campaign.
