For those of you that run your own offers, how do you manage inbound phone calls for order taking when running massive campaigns? Just hire a few employees to take phone calls? Have any of you used automated/robo services that just take their info over the phone?
It should depend based on the volume of calls you are receiving.
When operating with your own staff, besides the number of employees and their salaries, you might want to consider the costs of the infrastructure itself.
If such costs seem to go pretty high, then hiring a call center to handle inbound calls for you might be a better option. In addition, you can try negotiating on their charge rates based on their performance results.
You cant robo call that shit.. when performance is involved. It just doesnt work that way.
We have our own phone operators and I can give you some .stats out of the top of my mind..
Order ratio of outsourced call centre (specialized for sales) - 40%; average order value index 100
Order ratio of a very good operator inhouse - 70% ; average order value index 170
Order ratio of a bad operator inhouse - 45%; average order value index 130
Average order value index - how much the operator actually sells thru phone.. eg if outsource'd call centres average order value is 40 USD thats the index 100;
170, means 70% higher order value etc..
So not only to inhouse guys do on average better conversion, they also upsell way way more.
The phone guys who do orders can make wonders.. its really really easy to make an upsell if you have a proper person to take orders,
and he/she can remove all of the conversion blocks (guarantee, safety, questions about features, fear. .etc).. via the phone call
You do not want to go cheap on that.. same as you dont want to be cheap on hosting or tracking. You're just shooting yourself in the leg if you do that.
Now to answer your question:
- hire a call centre, be wary about the minimal invoice rate (they will invoice you monthly even if you have no sales)
- try to hire a performance based call centre.. most of call centres are survey/fintech shit.. and they dont care about sales (good sales centres are almost always operate exclusively by specific mostly TV commerce conglomerates and they do not offer their services to other clients; still you might get lucky and get something non totally survey-ish)
Hire centre, begin rolling, see volume.
If volume is ok, hire 1 phone operator who will then hire/build the rest of your team.
As you scale that part, start cancelling progressively the call requests bound to call centre,
(redirect more and more calls to your guys, instead of call centre.. untill you switch them out completly..
or leave them just for dead low-volume hours, or for spikes)
Then just sit back and collect, you created a very big moat for your business.
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Any recommendations for good providers?
Our current provider has been "ok" but not great so we recently tried out Listentrust who came highly recommended but turned out to be a total disaster.
Also, which tool/solution allows to route calls between multiple providers (so you can test multiple at once and/or vs. in-house)?