Call center experts are arriving at a unanimous decision on this. The telemarketing team needs to concentrate more on the quality rather than on the quantity. BPO insiders feel that too many sales calls do not yield results because the agents have a designated number of calls to hit every day. This makes them rush through their calls and reach that target. In a frantic effort to meet a deadline that is actually secondary, the outbound call center agents are losing their main focus: working towards quality lead generation.
The business model for the call center units have changed track. Now dozens of vague leads doesn’t hold much ground against one single qualified lead. There is a major shift in the approach of BPO agents as well. Telemarketing quality has always been a pet peeve for the business outsourcing firms. Conferences and seminars are conducted all over the place to try to fix that.
Despite all the efforts of the call center services, you have customers complaining on every possible forum about the practices of agents trying to sell stuff. The outbound call center agents, in a mad rush to hit the home-run, often resort to pressure tactics to convince people. That does more damage to the brand image of the client company than they can think of. It’s time to change, folks!
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