Companies that are engaged in direct sales often turn to call centers to complete transactions and further their sales goals and objectives. There are a number of reasons why this is a logical move for most direct sellers.
When a company advertises its products and gives buyers the option to order by calling a phone number, the company needs phone coverage 24 hours a day, every day of the year. Some direct sales businesses attempt to provide this coverage in-house, which can lead to a few drawbacks.
In the first place, most companies don’t have the necessary staff and resources to train and manage a phone-based sales force. Another problem is figuring out how to keep the phones covered around the clock without over-spending on payroll for phone representatives who have long periods with nothing to do.
For these and other reasons, more and more direct sales companies use order taking services offered by call centers to process orders and increase sales. Phone agents in these call centers are trained to provide outstanding customer service on every call, and they’re skilled in upselling and cross-selling.
Upselling is a proven way to increase profits by suggesting to customers who are buying a specific product that a similar but better product may be more appropriate and enjoyable for them. Cross-selling tasks involve suggesting products or accessories that are related to the product the customer wants to buy.
This is one way direct sellers increase profits by using an order taking call center. Another way is by avoiding large payroll expenses that would be necessary to pay a 24-hour phone staff of their own.
Most call centers charge a low monthly rate for order taking services and then a per-minute charge for the time phone agents are actually on the phone with customers of the call center’s clients. This is attractive, because a company is ensured of paying only for services performed and never for a room full of phone agents sitting around waiting for the phone to ring.
Call center employees who will answer calls for a given client are thoroughly trained in that client’s business process, products and sales style. The goal is for the phone representative to be literally an extension of the company. And nowhere is this more important than in customer service.
Excellent service is what encourages customers to be repeat customers and to spread positive word of mouth about a company that treated them well.
In summary, call centers that provide order taking services benefit direct sales companies by saving on payroll expenses and by using phone agents who are experienced in multiple sales tasks. Perhaps the biggest benefit is higher levels of customer satisfaction and retention through outstanding service on every call.
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