The methods for qualifying sales are evolving. The days of meeting your customers face to face are declining as we venture into an increasingly virtual environment. More companies are utilizing phone, video, and internet services to reach new customers. Optimizing your telesales process allows your team to flourish.
At IntelliSource, we have vast experience creating plans to implement and manage sales teams. This allows us to partner with some of the top companies in the U.S. Here is one example of how our planning and execution allowed us to create success for our partner.
Investigating & Modifying Current Sales Methods
Seeing declining sales conversion rates, our partner decided they needed to instill a new and improved method within their teams. As a leader in test and measurement equipment, they couldn’t afford to keep the same plans if they wanted to continue to grow their business through telesales and remote qualification methods.
After hearing several customers and sales agents log complaints about the non-responsive nature of their current team, our partner decided to investigate the process. The lead hand-off process was broken, and the primary contact within the company did not follow the company standards. Crucial requests began to slip through the cracks, impacting sales for our partners and negatively affecting the customer’s idea of the brand. The entire customer experience suffered as lowered satisfaction scores increased. Needing a solution, IntelliSource worked to create a plan for the sales team to raise customer satisfaction for our partner.
Developing New Roadmaps for Sales
The distribution channel within our partner’s business was a huge priority, and we based our design of the new team roadmap on prior experience within that channel. Within the current customer base, we prioritized an increased desire for upselling. We used that previous experience to craft a new strategy for implementing and managing Telesales and qualification teams.
IntelliSource implemented a customized TeleQual model, meeting the needs of the distribution channel through lead scoring, and enabling distribution partners to prioritize lead follow-up. Our development of lead flow and other standard operating procedures for the TeleQual team helped with our partner’s top distributors participating in the program. The workflows were adjusted to allow for better collaboration between different divisions.
The initial changes were focused on monitoring and improving speed in the process from initial opportunity to conversion. Our TeleQual agents qualified, scored, and routed leads directly in the distribution channel partner’s portal, allowing for transparency and visibility into KPIs set by senior sales management. Our changes improved response time and permitted for customers to receive the correct contact information immediately.
We developed a comprehensive, automated report to track all leads sent to each of the four primary distribution partners. Our weekly meetings with each distributor allowed us to review lead expectations, metrics, and address any breakdowns that were present. We facilitated monthly check-ins for reporting progress updates along with a platform for ongoing process improvements.
Transforming a Telesales Process
We started by assessing the current state of our partner’s sales process. We determined opportunities for improvement through testing, research, and discussions with management. Combining our partner’s knowledge of their business and our experience with process development created a fantastic partnership that allowed us to execute changes that improved response times. Telesales upselling & growth increased as did distribution partner satisfaction. Our solution created a new path that allowed successful collaboration between our partner, distributors, and customers.
IntelliSource can develop custom solutions to help your business grow by optimizing your telesales process. Contact us today and let us know how we can support your company!
