Contact Center Solutions Featured Article

While the economy is beginning to grow, budgets remain tight for businesses of all sizes, nonprofits and governments alike. Not surprisingly, according to a recent IDC survey of more than 6,000 IT decision-makers across 18 industries, increasing revenue is the single most significant driver of IT investments in 2010.

 

To that end, business process outsourcing firm TeleTech has come out with three new targeted solutions in its revenue generation product suite. It supports every stage of the customer lifecycle and includes end-to-end pre- and post-sales programs; from lead generation and nurturing, to direct sales and fully automated marketing campaigns, account management and retention programs, marketing analysis and modeling.

 

Here are the new programs:

 

*          SMB Sales Solutions

 

Success in the SMB (small-midsized business) market depends upon effective customer segmentation, says TeleTech. With over 12 million SMB companies in the U.S. alone, it is imperative to target the highest potential prospects with cost effective coverage models.

 

With SMB Sales Solutions TeleTech say it has streamlined all the costs and steps it takes to implement successful SMB sales program, from list acquisition and lead generation to a performance-based inside sales force. SMB Sales Solutions deploys an integrated contact strategy including voice contact and electronic direct mail to develop ongoing relationships with SMB customers, providing the smartest market coverage. It also offers an intelligent analytics programs aimed at maximizing customer profitability and generate stable, recurring revenues. Customer acquisition programs use direct sales methodologies, including short message service (SMS), electronic direct marketing and e-commerce micro sites.

 

Through SMB Solutions TeleTech aligns more expensive traditional client field resources with its professional inside sales associates to further reduce the overall cost to acquire and serve SMB customers. In one example, TeleTech inside sales professionals were able to deliver 163 percent of a client's revenue goal.

 

*          Public Sector Sales Solutions

 

TeleTech has substantial experience in the public sector that has led it to create a specialized program that includes access to TeleTech's proprietary public sector contact database, which includes key contacts at government buying entities. It also provides dedicated named account executive-level ownership to over 47,000 public buying organizations, representing over 245,000 buyers of products and services. Public Sector Sales Solutions offers sales program leadership with deep bench strength in public sector purchasing practices, leveraging over 16 years of professional experience selling to federal, state/local, K-12 and higher education entities. It employs customizable propensity models to maximize customer profitability resulting in industry leading revenue-to-expense ratios.

 

TeleTech's Public Sector Sales program had early success for a leading manufacturer of peripherals, software and service. Through this program, the client achieved a 20 percent close rate on their Public Sector Request for Proposals (RFPs) and TeleTech achieved 142 percent of the client's initial sales target.

 

*          Service to Sales

 

Service to Sales integrates revenue generation as a top key performance indicator in contact center operations. The product focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching to enable contact center staff to sell effectively and technology enablers to provide end-to-end support for the service to sales process.

 

Proving out the concept, in a recent Service to Sales program for a leading financial and insurance institution, TeleTech increased the frequency of offering new products during support interactions by 138 percent with a corresponding 544 percent improvement in close rates.

 

"In most cases, our clients' largest proportion of contacts occurs in a service environment, rather than during a traditional sales call," says Judi Hand, chief marketing officer at TeleTech. "By transforming processes and rewriting the operational handbooks for contact centers, TeleTech is helping clients capitalize on each customer interaction and increase revenue by as much as 30 percent. Over time, TeleTech can generate enough revenue to move a contact center operation from a cost center to a profit center, producing unprecedented results for both our clients and their customers."