Lead Generation Challenges

Lead generation is a specialized outbound call center service

. For those uninitiated in this BPO process, lead generation can be explained in a very simple way. Call center agents call up possible leads and try to market products and services. The potential customers make a decision and the agent puts them on the qualified lead list if they are willing to make a purchase. The qualified lead list is then sent to the business firm who has hired the business outsourcing team. Then on, the in-house sales team can handle and make sure that the customer receives the product or services.

Let not the simplicity of the process get to you. This is just the skeleton. Lead generation has many layers and challenges. The biggest challenge for a call center agent is to generate leads is that they are calling up the potential customers without a valid permission. They call random numbers from a database. It helps if the numbers were selected from a database that matches the demographics of the product/services. That does not mean that the work of the BPO agent becomes easy. Getting the potential customer to hear the agent out is the first and the biggest hurdle. Your target may be anywhere: at the office, at the gym or just spending quality time with the family. Your phone call may be just what was not needed.

Because they didnt ask to be called, potential customers are sometimes angry, upset or just plain aggressive. They resort to verbal assault and bang down the phone on the BPO agent. When something like that happens, it is very unsettling for the call center executive. But they are trained to overcome that. It comes with the job. Their objective is to pick up the phone and call the next number on the list without being ruffled by bad behavior. That is a huge challenge for the lead generation team. They cannot afford to lose their cool. If they do, they affect your business. That is something that you must learn to appreciate as an employer of an outbound call center firm or as the CEO who hired the firm for its services.

The challenge doesnt end there. Lead generation executives have to be hardcore telemarketing professionals. Despite some unhealthy conversations here and there, the call center agent has to push for the products/services. There are other telemarketing practices like cross selling and up-selling. They also have a daily target that they have to meet. Coming to office with all this baggage every single day is a challenge in itself! But outbound call center service agents are a dedicated and driven lot. They know that a lot depends on how they function. They are aware of their importance and the pivotal role qualified leads play in the scheme of things. They go through rigorous training schedules. They do yoga and other breathing exercises to relieve the stress. They have to prevent themselves from heading to a burnout stage! As a customer who receives occasional calls from agents, the next time you bang the phone down, remember the points that you have read here!

by: Ivana Lewis

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