subject: Emerging Trends In Bpo Direct Marketing [print this page] BPO is an extension of the direct marketing chapter. Telemarketing agents who make calls to sell products/services basically follow the rules and processes of direct marketing. The approach, the proper way to convince customers to believe in the product and other means are all in sync with what we traditionally know as direct marketing. In the same vein, there are some emerging trends among call center agents when it comes to selling their wares. These are inspired by the need of the hour, but more so by the customers buying patterns.
Have you wondered how customers these days dont really know their minds? BPO planners are heavily banking on this advantage. They are asking call center agents to be more direct in their approach. Jonathan Bailey, an outbound call center employee, says, We are now moving in for the kill without much delay. Customers seem a little unsure if they want something or not. That is something that works in our favor. As a matter of fact, the agent need not only explain the customer why and how the product/service is better. There are times when the customers dont even know that they need the particular product/service.
These are opportunities when the BPO agent can pitch their products with ease. Once the customer is interested, it becomes easy to convince. Moreover, once the call center agent has the attention of the potential customer, the agent can be sure of having the customer listen to the sales pitch. In these cases, the agent is not pushing information down an unwilling throat. These sales pitches are effective as well. The icing on the cake is that the agent gets an opportunity to cross sell and up-sell. There can never be a dearth of opportunities if you have the right plan in place. Research and interpreting data has its advantages as well.
When the call center agent knows the statistical details about the target caller, the approach can be streamlined. In fact, if you properly study the data available with insight, the BPO agent may also know when not to call the person! Bailey says, If you see that a person is already battered with loan defaults, you certainly dont call the person to offer another loan! When you draw such conclusions from the data at your finger-tips you know you are taking the right way. Risks can be taken in direct marketing even with call center services, but that has to be calculated. Resources are limited and expensive. Sometimes the outbound call center team wastes too much of them on making calls to customers who are not going to buy the product/service by a long shot. A careful exploration of the data and demographic numbers will make it clear about whom to call and whom not to.
Another way to do it is to tap the influencers. These people have influence over others. The call center agent can get a lot of qualified leads if you can get into the comfort zone of an influencer. Recommendations always work in direct marketing, even in the BPO field.
