For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. Au contraire! A professional inbound and outbound call center is integral to a business’s success, providing best-in-class customer service, taking orders, handling complaints, generating leads and converting them into sales.Â
You may be wondering, why didn’t I know this sooner? Don’t feel bad; it’s a common misconception. Here, we will dispel the myths and share the details on how inbound and outbound calls lead customers through the sales funnel, converting them from curious information seekers to brand-loyal clients.
While there’s a significant difference in inbound vs. outbound leads, the unifying goal is two parts. Part one is getting potential customers into the lead funnel and filling your team’s calendars with qualified leads ready to close. Part two is creating an effective sales funnel that leads them to the purchase. Some of our clients just want qualified leads and they will take it from there. Others want our lead conversion experts to close the deal.Â
The bottom line is we know your customer’s journey, understand the importance of messaging at the right time and, rather than hard selling, inform and educate to demonstrate your expertise in the field. Let’s explore how this system works and how to encourage customer acquisition and retention with inbound and outbound calls.
What Are Inbound and Outbound Calls?
In a call center, call agents may handle inbound and outbound calls. As the names imply, inbound calls represent phone calls coming in from customers or prospects calling your company. Call agents, in turn, provide the best customer service. This may translate to answering questions about your products or services, placing orders, handling complaints or offering help desk services. TeleDirect’s inbound call center agents also provide tier-1 tech support and make reservations.Â
As you can see, inbound calls are all about exceptional customer service, requiring qualified agents specifically trained on your business model. These calls allow them to engage, instill your brand’s customer-oriented focus and qualify leads.Â
Then, there are outbound calls. These call agents contact prospects or existing customers via phone, live chats, emails or text. They may perform warm or cold calls, following up or reaching out to new people or businesses that might be interested in what your brand offers. They answer questions, provide insights and move them further down the sales funnel. Some other services they provide include telesales, market research and appointment setting.
Understanding Inbound Leads vs. Outbound Leads
Here’s an example of the difference between inbound leads vs. outbound leads: Inbound call agents receive a call from a customer curious about one of your products. What they don’t do is click a file on their computer and start describing your product in a monotone-like list format. At least, not at TeleDirect. Our agents are the best in the business, highly trained and vetted.Â
They know your company’s mission, voice and compelling product or service line. They know the pain points it addresses and the customers best served. In essence, they’re excited and passionate, two critical ingredients in any successful sales strategy. Here is where the potential customer enters the lead funnel.
Outbound call agents drive prospects along the customer journey through verification, qualification and conversion. They set appointments, perform callbacks, qualify leads and set your sales team up for success.
Strategies for Inbound and Outbound Lead Generation
While numerous strategies exist for inbound and outbound lead generation, the goal remains the same — move prospects along the customer journey. First, they enter the lead generation funnel before making their way to the sales funnel. In the sales funnel, they become aware of the solutions you provide and become interested due to your customer service and level of expertise.Â
Then, they enter the decision-making cycle, where they’re encouraged to buy, possibly through an exclusive offer. The final step arrives when they take action and purchase your product or service. It’s here, however, that one of the most important goals takes place: customer retention and brand loyalty. Let’s explore a few of the strategies that achieve these goals.
Lead Verification
Experts in lead verification, our call agents ensure the accuracy and validity of your leads. This essential step ensures your company works with high-quality leads that won’t waste time. This critical step in the customer’s journey ensures potential leads are accurately integrated into the lead funnel for continued engagement.
Lead Qualification
As an industry leader in lead qualification services, TeleDirect understands the importance of this strategy. The mission is to turn leads into qualified leads. These leads result from inbound and outbound customer service, people reaching out to us, and us reaching out to them.
We generate leads through outreach, education and engagement, getting customers interested in your brand. Then, we qualify those leads, filtering prospects and determining the depth of their interest. No qualified leads slip through the cracks. No unqualified leads make it to your sales team.
Appointment Setting
We keep prospects moving through the sales funnel by setting up appointments and following through with callbacks and reminders, ensuring your sales team has higher conversions. For hot leads, we can also immediately transfer them to your team.
Lead Conversion
Some companies choose to let our sales-driven experts close the deal, completing the sales funnel and delivering new customers. Of course, we know that’s only the start of your enhanced success. We keep the communication lines open, building brand loyalty.Â
For prospects on the edge of buying, we continue the nurturing process, reaching out, educating and engaging. According to HubSpot, it takes, on average, about eight touch points for prospecting success. Of course, that number varies widely, depending on your business model and industry.
Direct Response & Media Support
Direct response marketing campaigns encourage a quick response from consumers that can generate substantial leads and conversions. These put your company front and center and can significantly broaden your client base. However, they require the ability to handle significant call volumes, and, in many instances, those calls come in 24 hours a day. That’s where TeleDirect comes in.Â
We will streamline your customer touchpoints and simplify marketing spend by matching our toll-free phone numbers to your multiple media campaigns. These calls are received by our extensively trained and dedicated call center agents, who answer questions and process transactions.
Boosting Sales With Inbound and Outbound Customer Service Solutions
Are you ready to gain more leads and convert them to long-term customers? Our inbound and outbound business development solutions will take your business to the next level. While we help clients requiring extra support during high-peak seasons and marketing events, many of our customers consider us an extension of their business, a part of their success now and long into the future. To learn more about elevating lead conversions through inbound and outbound calls, contact TeleDirect today.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.
