Contact Centre Selling (outbound)
Contact Centre Selling (outbound) is defined as: the ability to use effective and professional sales techniques, over the phone and via e-media to identify new business prospects within a given remit; qualify the prospect and the opportunity according to company or marketing guidelines; effectively communicate the offering, in terms and in a way that is comfortable and relevant for the prospect; handle objections through active listening and objection handling techniques; close either the sale if appropriate, or alternatively, a meeting for a field based representative with the prospect; report effectively on Key performance Indicators (KPI’s) achieved for all relevant stakeholders. Candidates for outbound Contact Centre roles require a range of capabilities to perform this role including the ability to:
- Prospect vigorously to identify opportunities directly on the phone, or generate call backs, from other own, or company lead generation activities
- Work in a fast paced environment, yet still deploy effective and professional sales techniques to engage and qualify prospects
- Use accurate and reliable qualification approaches, techniques and tools to minimize wasted sales time and maximise number of prospects entering the pipeline
- Communicate well with prospects, in an engaging way, using language, terms and a style that is both familiar and comfortable to them
- Handle objections effectively through appropriate use of active listening and objection handling techniques
- Close sales, or meetings, as appropriate
- Report effectively for and to all relevant stakeholders on performance against Key Performance Indicators (KPI’s) as may be required from time to time
