Accelerating Sales Through Telephonystatic.insidesales.com/assets/pdf/Communication...
Transcript of Accelerating Sales Through Telephonystatic.insidesales.com/assets/pdf/Communication...
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