Accelerating Sales Through Telephony New Inbound Platform

OUTBOUND 7.0

•  PowerDialer™

•  Click-to-Call

•  LocalPresence™

•  Voicemail Drop

•  Seek™ Lists

•  NeuralScore™

INBOUND 1.0

•  Inbound Agent Tool

•  Inbound ScreenPop

•  Blended Inbound/Outbound

Sales Rep INBOUND 1.0 DESIGN

1.  Facilitating returned calls

2.  Blending outbound/inbound dialing

3.  The occasional inbound call

•  Importance Of Telephony

•  Inbound 2.0

•  Inbound Best Practices

•  Analytics

OVERVIEW

IMPORTANCE OF TELEPHONY

GROWTH OF INSIDE SALES INDUSTRY

2010

2.7

2.5

2.3

2.1

1.9

1.7

1.5 Insi

de S

ales

Rep

s (M

illio

ns)

2011 2012 2013 2014 2015

96%

80%

61% 59% 58%

31% 26%

14% 10% 5% 4% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Email Office Phone

Mobile Phone

Voicemail Face to Face

Online Instant

Message

Text Message

LinkedIn Fax Facebook Twitter Video Chat

CONTACT METHODS USED DAILY

Source: Invoca

Enterprise Verticals

Small/Mid Business

B2B

MARKET SIZE OF INBOUND SALES CALLS

With inbound calls, every caller is raising their hand indicating

their willingness and interest to talk. Your reps just need to

respond.

YOU HAVE COMPLETE CONTROL

“When consumers hear about a

product today, their first reaction is

‘Let me search online for it.”

WHY FOCUS ON INBOUND?

•  Prospects expect your organization to answer their calls.

•  Prospects are better educated on what they want to purchase.

•  You are in control of how successful you are with inbound.

•  Inbound telephony isn’t going anywhere.

WHY FOCUS ON INBOUND?

CURRENT INBOUND 1.0

Mike Nickels Sales Manager Mike is a seasoned sales veteran. He knows inbound is important but doesn’t have time to manage complex inbound campaigns.

SCENARIO #1

Object 1 1.) Create object to route to last caller

Object 2

2.) Create object to route to record owner

Queue

3.) Create call queue for sales reps

5.) Edit second object to route to sales queue

4.) Edit first object to route to second object

HOW TO SET IT UP

1.) 60 Clicks, 5 Minutes

2.) No written notes

3.) Tons of manual overhead

4.) Difficult for reps to use

KEY ISSUES

NEW INBOUND 2.0

•  Solution tailored for sales

•  Utilize new technologies and protocols

•  Easy for managers and sales reps

•  Route calls quickly and reliable

•  Adds to the existing inbound functionality

INBOUND 2.0 FOUNDING PRINCIPLES

TWO NEW INBOUND FEATURES

Call Paths Inbound Agent

Management tool that enables managers to create and control inbound campaigns.

Tool that enables reps to easily take and manage their inbound calls.

A Call Path is a completely configurable inbound tool which

enables sales managers to quickly and easily craft the

experience an inbound caller will have while calling into a

sales number.

WHAT ARE CALL PATHS?

Mike Nickels Sales Manager Mike is a seasoned sales veteran. He knows inbound is important but doesn’t have time to manage complex inbound campaigns.

SCENARIO #2

•  Managers can easily see and manage inbound call routes.

•  New routing options give managers control.

•  Inbound calls route faster on new technology and servers.

ACCELERATING SALES

INBOUND AGENT 2.0

The original purpose of the inbound

agent 1.0 was to provide an interface

that enabled a rep to connect to the

InsideSales.com inbound system.

CURRENT INBOUND AGENT 1.0

The original purpose of the inbound

agent 1.0 was to provide an interface

that enabled a rep to connect to the

InsideSales.com inbound system.

CURRENT INBOUND AGENT 1.0

The purpose of the new inbound agent

is to provide a drastically improved

experience for sales reps while taking

inbound calls.

NEW INBOUND AGENT 2.0

Kyle Beckmen Sales Rep Kyle is a great rep, but frequently sees software as a burden. He doesn’t feel new software will help him sell.

SCENARIO #3

See caller’s info

Time to accept

Call Controls

HOW IT WORKS

•  No installed software.

•  Easy for new and seasoned reps to use.

•  Unifies inbound call experience.

•  Inbound Agent window establishes constant connection.

•  Reduces training and ramp time for new reps.

INBOUND AGENT 2.0 BENEFITS

INBOUND 2.0 BEST PRACTICES

Combine fairness and speed when routing inbound calls. Route first to specific reps, then ring everyone.

Track Abandonment rates. Create reports that track queues with high abandonment rates.

Track Peak Inbound Times. Ensure reps are logged in and not in meetings during peak times.

Reserve your most knowledgeable reps for inbound calls. Inbound callers know your product well, your reps should too.

BEST PRACTICE RECOMMENDATIONS

Complex is not better The simpler the Call Path, the easier to navigate.

Experiment & Make Changes Native reporting makes tracking change effects easy.

BEST PRACTICE RECOMMENDATIONS

ANALYTICS

How well are my call paths performing?

Mike Nickels Sales Manager Mike is a seasoned sales veteran. He knows inbound is important but doesn’t have time to manage complex inbound campaigns.

SCENARIO #4

How well are we doing answering inbound calls? INBOUND PERFORMANCE BY HOUR

How quickly are we answering inbound calls? INBOUND SERVICE LEVEL TRACKING

By implementing the new inbound 2.0 with the best practices

provides your team with yet another tool to increase sales

through the InsideSales.com Sales Acceleration Platform.

CONCLUSION

Thank you