how to build a successful working relationship with a call center

What’s the secret to a successful relationship with a

call center?

York Consulting Inc.

Business-to-Business Call Center

416.410.2222Inquiry@yorkc.com

www.yorkc.com

Secret to a successful relationship with a call center

There are many companies out there that need to grow their sales pipeline and many of them

hesitate to outsource cold calling because they

think a call center wouldn’t be able to presentthem properly.

www.yorkc.com

But, there is a whole list of companies that outsource their pre-sales process and are very

happy with how things work out.

Collaboration

Secret to a successful relationship with a call center

www.yorkc.com

After 10 years in this business we can say that the most important thing in outsourcing is the

working relationship.

Secret to a successful relationship with a call center

www.yorkc.com

A few tips on what makes

outsourcing

lead generation &

appointment setting

beneficial for both, you and

the call center!

1. Choose a team that knows your industry well, has experience promoting your products/services and calling your target markets.

Secret to a successful relationship with a call center

www.yorkc.com

Secret to a successful relationship with a call center

www.yorkc.com

2. Decide what you need them to do:

• Determining initial interest and responding to requests for information; and/or

• Staying in touch with the contacts over time, as their needs mature; and/or

• Qualifying the company and contact for size, need, decision making process, budget, timing; and/or

• Generating leads and setting appointments.

Secret to a successful relationship with a call center

www.yorkc.com

3. Set the right expectations.

Secret to a successful relationship with a call center

www.yorkc.com

If your industry has a 1 to 2 year sales cycle, that is what you should also expect from call center leads.

Secret to a successful relationship with a call center

www.yorkc.com

An outsourced team won’t be able to present your products and services at the same level of detail

as your team would, but it would certainly be able to qualify more prospects and make theminterested enough to want to find out more from your sales

representatives.

Secret to a successful relationship with a call center

www.yorkc.com

We know that not every prospect closes, and similarly not every contact who may want an appointment will

see it through. Usually a superior tells them that the

issue is not high on the company’s agenda, so the meeting is not necessary at this time. Expect a small percentage of attrition.

Secret to a successful relationship with a call center

www.yorkc.com

It takes longer to set meetings by calling into a target group of large companies pursuing VP and C Level

people than it will to reach manager or owner levels in

medium and smaller companies.

4. What the call center needs to get the program going.

Secret to a successful relationship with a call center

www.yorkc.com

Relevant targets(vertical markets,

company size,

territory you can effectively service,

appropriate decision makers).

Secret to a successful relationship with a call center

www.yorkc.com

Enough information to deliver a relevant message — most important

points that need to be covered – a brief

introduction of your company, a description of your products and

services, the value proposition that these represent.

Secret to a successful relationship with a call center

www.yorkc.com

Criteria that will help the pre-sales staff qualify your leads better – what qualifying questions they could ask

to identify the best opportunities for you.

Secret to a successful relationship with a call center

www.yorkc.com

Information as a PDF presentation that could

be sent by email when

prospects require some information first.

Secret to a successful relationship with a call center

www.yorkc.com

York Consulting Inc.

Business-to-Business Call Center

416.410.2222

inquiry@yorkc.comwww.yorkc.com