Social Media Puzzle for Call Centers

The social media puzzle is not something that many call centers have been able to crack

. Many are in the experimental stage where they are still groping for the best way to move ahead. Some have already given up on this medium as a losing proposition. The lack of concrete lead generation results on social media is a real downer for the BPO units. They feel that they are not hitting the right note in the returns on investment (ROI) sector. They want some tangible results coming in and they want things to click fast. Social media marketing is essentially something that takes up time. You cannot push things to happen. They have a cycle and nothing you do can make the process speed up for results. In fact, the more you try to make things happen, there are chances that you will jeopardize the process.

There are several reasons why the sales lead generation on Facebook, Twitter and even MySpace presents difficulties. To begin with, these are not marketing sites. The users here come to hang around and spend a good time. It's like a restaurant. You cannot barge in and try to sell things! To make that effort, you need to be friends with the users. By friends, I don't mean that you will add them up at random and then push web links to them. The BPO agents need to interact with them. They need to have casual conversations that have nothing to do with the telemarketing process. Once you win their trust and you are talking on a semi-formal level, it's time to talk about the brand you are working for. Take your time to prepare the mould.

If you find that personal interactions on a wide scale are not possible because you have too many people on the page, cut down on adding more. Create some activity among the friends you already have. Create events and polls. Mobilize the group. Call center agents have to realize that no one on social media wants to be part of a group where there is no activity. The basic idea of social media marketing is to have fun! When they find that your group is cool, they will talk about you and you will have to do nothing for lead generation. You will have people signing up on themselves. The age-old practice of pull marketing works best on social media.

There is an important aspect of marketing that call center companies can try out on social media: viral marketing. In such a form, the word spreads through a network of friends and not by personal messages or tweets. The fabric of social network is that people are connected in a weird, mind-boggling way. No one is isolated and you can never predict how fast or how penetrable the reach is. If you are big on social media, you have a thriving brand that you can bank on. You can fall back on your friends/followers on social media when you hit a lean patch in terms of leads.

Social Media Puzzle for Call Centers

By: jems hug

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