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Is B2B for Me?

We know customers.

The majority of the interactions we make are B2C (business-to-consumer). Although we’re comfortable and confident with that type of business, GCS has the skill set and knowledge to handle multiple verticals.

B2B (business-to-business) contact center environments differ from the traditional B2C side of customer interactions. Both focus on relationship management, but B2B often requires a higher degree of selling skill and knowledge to be successful. There are often multiple contacts within an organization and getting to the decision maker is more complex. It also requires a higher-level of professionalism and integrity.

B2B is a big target for GCS expansion for a lot of reasons. B2B represents a huge market. Contacts are done during the day. There are no existing business guidelines. Plus, clients want leads!

B2B telesales is rapidly expanding as face-to-face contact is declining. Almost 80% of sales people will do anything not to have to prospect for new business, so they are willing to pay for lead generation. According to the Direct Marketing Association, B2B companies spend upwards of $27.9 billion in telesales services. Top sales people command a high salary and companies want them on the phone with legitimate prospects, not spending hours cold calling. That is where we can come in.

B2B companies outsource their telesales efforts to:

  • Increase their profits
  • Determine qualified leads
  • Increase brand awareness

Businesses look to outsource these services because they need to get the most out of every conversation, gain valuable information, and generate effective marketing lists. In fact, the DMA states that $17.5 billion is spent generating sales leads, and this trend won’t decline, because the leads generated from a live associate is more qualified and legitimate.
An associate working on a B2B program assists the client by verifying information, collecting new data, like email addresses and interest levels. The focus is on call quality and significance rather than the number of calls per hour. GCS is prepared to take on the changes a B2B program introduces. We have the talent, the resources, and the interest, to help provide excellent support for B2B programs. Our quality assurance department can verify the leads we generate and ensure the highest quality, most cost-effective interactions possible.

While we will still be successful with B2C programs, we can grow faster by adding B2B interactions.

10 Reasons to Outsource with GCS

There are many reasons why someone should look to GCS as their source for outsource. Here are 10 solid reasons:

We keep the customer #1.

We are committed to serving as a professional extension of our client’s company to their valued customers. We perform outstanding customer service with zero defects. GCS has less than a .0022% complaint rate.

We have first-class agents at your service.

We invest in ongoing training and development of communication and presentation skills for our agents to ensure they can create positive dialogue with our clients’ customers. We are capable of over 2,000 FTE per day.

We provide multi-channel integration.

We can engage customers through most channels, including voice, text, IVR, and chat. GCS meets customers in their preferred channel, during the time of their choosing. As an example, we’ve delivered over 46,000 hours of wireless calling that generated fee income for some of the US’ largest banks.

We know how to sell.

Due to our roots in entrepreneurial business practices, GCS is nimble at creating a unique strategy in a timely manner to drive sales for our clients. If “coffee is for closers,” we should buy Starbucks stock at GCS. On average, we engage 70,000 dialogues with customers on behalf of our clients – every day.

Our business provides on shore and off shore options, including bilingual associates.

We offer centers in 4 states across the continental US, in a 200 seat location in Eastwood, Philippines and have bilingual English/Hispanic associates. 70% percent of our workstations are domestic and 30% are off-shore.

You’ll benefit from a blended contact center model.

A blended center environment affords our clients such benefits as saving time, money and resources, more agent utilization (up to 30%), and better coverage for their programs.

High quality program implementation delivered on time.

We meet our commitments and work “backwards” to outline all dependencies, milestones, and major tasks to meet goals on time. We can bring a new client on-board in as little as two weeks. As we work through the program implementation phase, we demonstrate our expertise and show how we enhance the client’s investment in our team. Our goal is to create a relationship where there’s mutual trust, respect, and benefit.

Insurance niche.

Our team includes insurance agents, licensed in 50 states, in both L&H and P&C. We hold over 20,000 licenses and appointments. Our track record of enrolling more than 30,000 insurance policies per month generates over $90 million in annual premiums for our clients.

We follow the rules of compliance.

A recent independent audit of 3,000 interactions found zero infractions by the GCS team. We are 100% compliant!

GCS has big company capabilities, with small company access.

Partnering with GCS gives our clients big company capabilities, with small company access. Each day we have thousands of conversations with the customers of Fortune 25 clients who have never heard of GCS. But our clients trust us to protect the customer-client relationship. The one-on-one attention we provide to our clients helps make OUR relationship stronger.

Now that is real value.

 Download a PDF version of our service highlights. 

 

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales

Download the Full Study!

Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated.

One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.

Read the full Case Study…

Download the Full Study!

 

Domestic Help or Work Abroad? Deciding where to Outsource Your Business Services

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there own pros and cons and ultimately each business will require a unique solution suited to its industry, character, and clientele. Even political pressure and social opinions can influence the decision. While this choice may seem daunting, you can determine the optimal model for your business by working with outsource providers like GCS, who can provide guidance, options and expertise in finding the best solution for your situation.

Off-shore BPO and Interaction Centers, such as our operations in the Philippines, offer significant strategic and financial advantages. By off-shoring, your company could achieve unprecedented efficiency and attention to customer concerns. International contact centers abroad are typically available at a much lower cost, largely due to the strength of the U.S. dollar and differences in the labor laws. With GCS, in addition to financial viability, you can be assured that your client center abroad will be staffed with dedicated, well-informed, and educated individuals who will make customer satisfaction their top priority. By investing in the communities we work with, providing comprehensive benefits, opportunities for career development, and a positive work environment, our team of representatives will naturally reflect the positive values of your company. With all of these benefits available at such a reduced cost, off-shoring might very well be an investment that your company cannot afford to pass up.

However, the optimal location of your company’s contact center will depend not only on overhead cost. Even if the service at a foreign contact center is of the highest quality and the price is unbeatable, some sectors or businesses will benefit in the long run by investing in a domestic communications site. Many individuals and companies have had frustrating experiences in the past with foreign contact centers, primarily due to language barriers or cultural misunderstandings, and would prefer to communicate with a native English speaker at a domestic center. This preference differs from one industry to the next; while the high-tech sector has very successfully utilized international call centers to manage their customer relations, other industries and business that rely more heavily on cultural factors unique to their home countries might benefit more from expensive domestic call centers.

Many businesses have found the most success utilizing a combination of off-shoring and domestic call centers. This combination of diversified resources enables a company to refer their customers to an international call center after domestic business hours, a service that many clients will be grateful for when they need it most. A call center abroad also allows companies to handle higher volumes of communications during peak hours at a lower cost than a team of exclusively domestic agents could offer.

GCS and our team of experienced representatives can accommodate each of these possible business plans. For many years, we have worked with businesses to determine the optimal approach to maximize customer satisfaction at a refreshingly manageable cost. Your continued success is our primary concern, and for this reason, we consistently and faithfully place the concerns of your client as our foremost priority.

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9 Tips to Get Better at Selling Anything

 Information from Openforum.com, originally posted on June 13, 2012

According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer:

  1. Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills that don’t work and utilize the ones that do.
  2. Increase self-awareness. Know how your personality influences others. Remember: This person has never met you. Adapt your style any way you need in order to make a positive connection with the customer.
  3. Introduce “change ups.” You don’t want your customers to tune you out. Always keep it interesting and mix it up by asking a question, changing your inflection, etc.
  4. Repeat, repeat, repeat. If the call guide allows, repeat the important components of the offer. The customers won’t remember everything you said.
  5. Update your sales approach. What worked ten years ago might not work today. Make sure you heed the advice of trainers and supervisors when they give you sales tips to use.
  6. Go beyond expectation. If you do this, you will leave the customer with an unbelievable impression. “It’s never too crowded on the extra mile.”
  7. Know how to be persuasive. You can know everything about your product but if you can’t persuade the customer to purchase then it does you no good.
  8. Understand people’s fears. In training, you learn a lot about developing empathy. You need to be empathetic towards customers’ concerns. If they ask you a question, make sure you are capable of providing the correct answer.
  9. Don’t be needy. Sure, you’d love to make a sale but don’t come across as desperate to the customer. This is something they will be able to sense immediately. If they say “yes” to your offer, that’s wonderful and you know you did a great job. If they say “no” after everything you presented, then end the call pleasantly and move on. Then treat the next call as if it were your first.

Read GCS’ 9 Tips for Selling Anything

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Good FEATURES lead to BENEFITS you can use to your ADVANTAGE

Long held sales advice was, “Know the FEATURES, but sell the BENEFIT.” The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don’t forget the ADVANTAGE provided by the benefit. The advantage is the emotional edge provided by ownership of the item being sold.

Many buyers consider themselves driven by logic. But recent study has shown we use emotion, in a fraction of a second, to decide what outcome we want and then we immediately begin looking for logical reasons to support our desired outcome. Most emotions fall into four categories; things that make us:

  1. Mad
  2. Sad
  3. Glad
  4. Fearful

For example, at GCS we sell insurance products on behalf of our clients. Many buyers know they need insurance, but who wants to buy on “NEED”. It’s much more fun to buy what we “WANT”. So good sales people work to make the FBA connection.

For example, when selling insurance

  • Feature = Insurance
  • Benefit = Coverage
  • Advantage = Peace of Mind

I may need insurance because I lack coverage for my auto. But I really want peace of mind that when my sixteen year old driver backs into the neighbor’s car, I will not have to pay for the damage out of savings account.

So whether selling insurance or selling your new idea to your boss – remember FBA. By developing the skill to make the connection from feature, through benefit, to an advantage that answers the emotional need, you will find yourself more frequently on the winning side of the selling process.

And when you are ready to enjoy the satisfaction and rewards of reaching your goals for maximum customer satisfaction and fully monetized customer interactions, investigate the professional sales and service representatives in the integrated contact centers of GCS.

Check out GCS’ 9 Tips for Selling Anything!
Download 9 Tips

 

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Classic vs. Creative Communication

I like classic things. There is something comfortable and predictable about a classic. You can settle back and enjoy the experience because you know what you are getting. No need for extra energy or focus, just observe and enjoy the experience. Classics are normal, functional and serve their purpose well. What better way to spend a rainy day than watching a classic movie, listening to a classic song or reading a favorite book – again.

The judgement to know when to remain classic and when to risk creative is a real advantage in determining a company or person’s success.

I like creative things too. There is something thrilling about the unpredictable. That first time experience. You never forget your first (fill in the blank.) What will happen next? You are on your toes, eyes flitting, ears focused, all senses ready for the next input. The thrill of being awed or surprised. The suspense of not knowing how long it will last. Creative things are abnormal, unexpected and require a heightened sense of engagement. You can’t wait to share the experience with others and live it again in a smaller way.

Classic communication is functional, works well and serves us just fine most of the time. We speak, respond and share in predictable and accepted ways. It is the communication sinew that allows business to work -well. It is efficient and usually effective,although it has the drawback of being overlooked, ignored or minimized due to it’s frequency.

Creative communication is designed to set you apart. Make you memorable. It is not necessarily efficient, but it can be highly effective. Creative is risky. It may not work the way you hoped. It may not carry the intended message or have the impact. But when done well - voilà! It is memorable and can be successful many times over. Today with more channels, more messages and ways to communicate, creative can cut through where classic fears to tread.

To be successful you need to do both well. The judgement to know when to remain classic and when to risk creative is a real advantage in determining a company or person’s success. Use both. Classic to gain efficiency, demonstrate your professionalism or address details. Risk to be seen or heard, send something memorable to a prospect.

Daily we use email, chat and phone with clients. We have also been known to send Rock ‘em Sock ‘em Robots to prospects to make a point. Try new channels, new offers and ways to thank the customer that can set you apart and get you noticed.

In our business it used to be mostly audio. Voice conversations with customers. Now it might be chat, text or email. Video is not far off. To serve the needs of our clients we have to be both classic and creative in the ways we can interact with their customers. If you are looking to improve your memorable experiences in your customer communication, we should talk.

Learn about GCS’ 9 Ways to Reach Out to Your Customers:  Download

 

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WII-FM…What’s In It For Me?

If you break it down, every decision you make every day is guided by the question “What’s in it for me?”

The answer is not always about what you will get, but about how you will feel.

This is one reason sales people talk about selling benefits and advantages as opposed to features.  Benefits and advantages get closer to answering the question, What’s in it for me?  Often by appealing directly to an emotion.

Benefits and Advantages speak to emotional responses by avoiding or promoting the existence of one of the four core emotions:

Glad

Mad

Sad

Scared

 So when selling a product or service, make sure you are answering the question What’s In It For Me?  And consider the emotional connection you are trying to make.

We invite business brokers, consultants and others to introduce us to qualified projects…

For me, a business broker is like the person that introduced you to your spouse. Without the introduction, there would be no marriage

In our business, we have direct sales people to develop relationships with companies that outsource contact center programs. Yet they can’t cover the universe. That’s why we invite business brokers, consultants and others to introduce us to qualified prospects or projects. When there is a good business fit, all parties benefit and the commission or fee is well worth it.

Learn more about opportunities to work with GCS

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Calling Your Mobile Phone Customers

Three Strategies for Increasing Results in the Call Center Channel

Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each channel.

In the call center channel, we recommend three methods for increasing your chance to make the sale and increase the loyalty of the customer. 1. Call their mobile phone. 2. Leave a voice message on their answering service. 3. Send a personal note as part of the engagement process. All of these initiatives increase ROI, conversion and file penetration while humanizing the marketing experience.

 

Calling Your Mobile Phone CustomersMobile Express - Our results with properly designed mobile call campaigns have been phenomenal. Our mobile programs demonstrate a real opportunity for affinity clients to delve deeper into their lead database and gain more wallet share from their existing client base. Our study showed mobile phone customers:

  • Answer their mobile phones more than landline phones.
  • Convert at a Higher Rate.
  • Increase Sales Rates.

In addition, there is minimal “Noise” from this group and you have the advantage of a growing database of leads.

Landlines are not going away any time soon and the programs that are successful today will continue. However, the trends are clear. Mobile phones are becoming a new marketing tool for many companies. Often those who adapt a new strategy first, win the most. Be one of the first among your industry peers to profit from this program.

Download Our Whitepaper on Calling Consumer’s Mobile Phones

Leave a Voicemail for Your CustomersVoice Messaging – Traditional outbound contacting will invariably reach voice-messaging devices. We encourage our clients to leave messages at key points in the process. These messages introduce the brand and offer, while providing a toll free number for a callback that fits the customer’s timeframe. The return call is routed back to the same GCS agents already familiar with your product.

There are various strategies to the timing and frequency of the message, as well as the decision to use a live or recorded message. We will share with you the success strategies that best meet your needs. Effective use of this strategy

  • Increases conversions by delivering more presentations
  • Improves the customer experience by letting them control the timing
  • Validates the reason for calling if they screen calls (interested consumers will pick-up)
  • Deepens customer loyalty by professionalizing the contact

The call back rate is dependent on the offer, but an extra sale here and there, for a contact you are already paying to make, will increase the success of your program.

Personalized Communications with Your Customers PENpal - Personal appeal is a major force behind the rise of social marketing. The use of live agents conversing with customers is a well-proven method of engaging a customer to handle requests and sell products. Likewise, personal notations on direct mail pieces have long proven their worth in lifting response. Sticky notes on letters, blue pen in the margin and other devices have been used to attract attention and personalize an otherwise bulk mail piece. The GCS PENpal program combines the best of both approaches. Our PENpal program is a way to personalize your offer to:

  • Increase conversions by making mailings stand out
  • Lengthen stick rate by showing a more professional interaction
  • Deepen customer loyalty by personally thanking them for their business
  • Improve customer experience by recalling the conversation

With PENpal, when one of our contact center associates completes a conversation with your customer, they will reinforce the outcome of the call in some personalized way. It may be with a quick, professionally handwritten note, message in the margin, or highlight of key phrases on supporting collateral or mailing. It can even be an e-mail follow-up or other electronic posting. This personalization helps your customer reconnect with the conversation and links the personal experience to your product or brand. Everyone loves to receive a handwritten note and it guarantees a positive increase in the contact experience.

Contact GCS if you would like more information.

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