In a landscape in which the rationalization of call centers in some sectors has become a primary element, the use of inbound (receiving) or outbound (Telemarketing) virtual operators is increasingly popularized to manage relationships with customers.
But does this new mode work?
In the case of managing incoming calls (inbound), the starting point is the rationalization of the process, making it virtual and integrating it with the common systems used by companies. Simplifying, it’s an evolution of the old IVR systems (press key 1 if you want to speak to the warehouse, key 2 if you want to speak to the administration, ...) trying to manage the entire customer request process in an omnichannel perspective.
Appointments can be set based on availability in the diary, confirmation emails can be sent and SMS sent the day before to remember the appointments booked in a virtual way. All without the physical presence of a dedicated operator. The process can be developed immediately, completely, or in subsequent phases in order to accustom customers to the management of this new method.
In the case of outbound calls (Telemarketing), calls (Voice Calls) can be made to old customers to try to recover with an offer dedicated to them, or cold lists can be used to scout interest in a specific product and/or service improving the commercial initiative without the initial cost of a dedicated operator.
The operator will later come into play on users who have already expressed their interest in receiving a commercial proposal by typing a certain key on the telephone keypad. From a statistical point of view, using this method, yields close to 10% of the total number of active calls made can be obtained.
At a time when commercial performance and the reduction of customer acquisition and management costs are on every manager's table, the possibility of using artificial intelligence to manage incoming and outgoing calls can be an interesting solution for test and try based on the type of business developed.
E-Business Consulting, a marketing agency active since 2003, can guide you in choosing the call management solution in order to reduce acquisition costs on the one hand and improve commercial performance on the other. Call now for an appointment dedicated to you.