Building and maintaining a successful team of in-house sales agents is a challenge. Capturing and retaining talented people takes time, money and resource. Success is not guaranteed with high churn rates of sales agents commonplace within most industries. Recruitment can become particularly difficult in locations where sales resourcing needs are high and talent pools are limited, with businesses being forced into the opening, at additional expense, new satellite offices to meet their growing demands.
Organisations that are going through rapid growth are especially vulnerable to resourcing issues, as increasing inbound and outbound sales teams at short notice is difficult and can put businesses at risk. Not only does it involve the sourcing and recruitment of sales agents but also the onboarding and development of new recruits – providing the right tools, training and data to enable them to deliver results.
Sourcing good quality GDPR compliant data is tricky. Businesses experiencing rapid growth become data-hungry and can quickly work through both their own data and their providers. Sourcing alternative data sources can then be a struggle if you do not have full visibility of the market and an understanding of which data houses are suitable.
For most businesses sales will fluctuate through the year, brought on by seasonal demand variations and/or new product or service launches. This can make the management of an internal sales team difficult, with changes in demand continuously affecting staff resourcing levels; leading to increased resourcing costs and wasted management time.
‘Working with an outsource provider can open your business up to new technologies without the need for capital expenditure, enabling agents to deliver a more efficient service and for your business to gain a greater insight into operations and performance.’
The benefits of outsourcing
Outsourcing can offer your business the flexibility it needs. Whether you outsource part or all of your internal sales team, the benefits can be considerable and include gaining access to:
- Skilled sales agents with vertical knowledge
- Resource that can be quickly ramped up and down in-line with demand
- Automated processes that have been tried and tested
- Access to proven tools and methodologies
- Management and industry insight i.e. best call times, average call rates etc
- New technologies – dialler, automated call handling etc
- Access to good quality GDPR compliant data – reducing the risk of brand damage and heavy fines
- PCI Compliance
Working with an outsource contact centre, who have the specialist industry knowledge, can increase your call conversion rates and reduce your cost per acquisition. Enabling your business to shift its focus from managing an internal team to delivering a great service experience.
Working with an outsource provider can open your business up to new technologies without the need for capital expenditure, enabling agents to deliver a more efficient service and for your business to gain a greater insight into operations and performance. They can help to ensure your business is compliant, whether that be against OFCOM regulations or PCI Compliance. The monetary benefits include:
- Moving from Capex to Opex
- Reduced capital expenditure
- Savings on additional office space
- Savings on wages, employee benefits and training
- Recruitment costs
- Reduced technology costs
How we help
Sourcing the right contact centre to partner with can be hard, particularly if you don’t have experience of outsourcing inbound or outbound sales. It can be difficult to gain full visibility of the marketplace and an understanding of the most suitable providers.
We helps businesses to find and onboard the perfect outsource partner for their needs. We use over 30 years of industry experience and our comprehensive network of 110+ market-leading outsourcers to help companies achieve success. This is delivered at no cost to clients.
Our contact centres offer flexible cross-vertical inbound and outbound sales resources, able to ramp up support when needed, enabling your business to minimised recruitment and technology costs.
Each member of our network has been fully vetted against our rigorous profiling questionnaire. If they do not match our exacting standards, then they cannot join. This ensures that our clients are then matched with the very best service providers.
We regularly review our network, monitoring members to make sure they are maintaining the required standards and consistently delivering outstanding customer experiences.
More than just a broker
We are different from a broker, as our service does not stop once we’ve helped match a partner.
After selection, we support the onboarding process, using our high levels of expertise to ensure smooth setup and delivery. We use a detailed structured approach, Contact Centre Panel 4Cs, to help guide both clients and partners through this process, which includes a review of commercials, communications, controls and setting up continuous improvement measures.
Forging strong partnerships is our goal, so we provide ongoing support to both clients and partners throughout their contract. This includes the regular review of service delivery standards and recommendations for improvement where necessary, we also help resolve any disputes and provide additional support, if required, to maintain harmonious working relationships and successful service delivery.