Current studies show that it will cost your business 25 times more, to attract new customers, than keeping an already existing customer. Therefore, you should structure your business in such a way that it can keep the current market share rather than trying to get new customers, which is extremely expensive. Given that your team will be highly focused on delivering goods and services to the current customers, you’ll be left with no option other than performance marketing.
A considerable number of cosmetic and fitness companies have previously used performance marketing successfully, but, which factors are you going to consider when choosing the right marketing call center for your business.
1. Industrial Experience
Customer call center features one-to-one conversations with your customers, which means that they must be able to understand the needs of the customer. Remember the customer has already bought your products several times, and his/her query might be very specific. Therefore, hiring customer care services who do not understand your industry could be devastating. You need virtual assistants who understand the industry more than the customer so that they can answer specific questions.
2. Consider Positive Feedback and Reviews
The performance marketing group is supposed to handle your customers and retain them in your business. It is a branch of your business that handles all the marketing activities on your behalf. Therefore, the group must have positive feedback and reviews from the customers. Positive reviews mean that they know what they are doing in this industry. You want your customers to have a pleasant experience, and they can only get that if you are using the right team.
3. Language Preference
If you want your performance marketing strategy to yield results, you need to hire a customer service sales center that assists your customers through their language preferences. Apart from the national language, your performance marketing call center should also have a significant grip of the regional language. This comes in handy when you are operating in a multilingual state, where Spanish, French, and English languages are used in tandem. This is the only way you will be able to develop a healthy relationship with your customers.
4. Training and Qualifications
Training and qualification of the team that will be handling your outbound sales call center services is one of the major factors that you need to consider. You cannot allow people who do not know anything about customer relations and marketing to handle your customers. You need professionals and experts who have what it takes to respond to your customers’ queries and attract new customers as well.
5. Feedback Collection
As previously discussed, performance marketing is all about promoting your business to new customers while at the same time retaining the already existing customers. This can only be done if your outbound call center is collecting feedback from your customers. Engagement does not end with the call. It starts at that point. Your call representatives should be able to engage your customers and ask them to rate organizations products and services. This is the data that you will use to enhance your products and services.
6. First Call Resolution
We the current business competition, there is no room for laxity. You have to make sure that you offer a resolution to your customers in the first call. Most of the customers will not give you time to go around looking for the answers. The call center is your sales representatives, and as such, it must offer first call resolution. You need to convert potential buyers into loyal customers lest they will move to other companies selling substitute products.
7. Costs Involved
If you are outsourcing virtual assistance services, it is essential to check the costs involved as compared to the benefits that you will be getting. You should not forget that the primary role of the business is to increase output while minimizing input. The amount of money involved should justify, why you decided to outsource rather than to do it yourself. Therefore, you should consider a less expensive company that provides excellent and quality call center sales services.