Inside Sales Outsourcing: What Not To Do

Inside sales is as exciting concept that has been utilised by many organisations across the globe. However, just outsourcing inside sales campaigns is not enough to guarantee success, for even after this has been done, the entire activity might not be successful, and the blame could be placed on either of the parties, the organisation that is actually selling the product or service, and the agency that is doing the calling on its behalf. This is because there may be a situation wherein the agency has not been properly briefed about the offering and its USPs. Needless to say, the results would hardly be encouraging.

On the flipside, the agency might not be executing the inside sales outsourcing campaign in the right manner. For instance, there are many cases where the two-step sales process is utilised to give the customer a feeling of importance, i.e., the junior executive calls earlier to ratify the prospect. Once this is done, his/her senior calls to finally close the call. However, the problem in such a scenario comes when either of these two individuals is too persistent. For instance, the prospect may have asked for some days to think, but the calls keep pouring in day and night. And if this was not already a sign of desperation, the price of the offering keeps dropping.

Both these factors, coupled with the consumer’s irritation of repeatedly getting calls, actually mean that fewer sales are actually made via inside sales outsourcing compared to the conventional sales practices, which is quite opposite to what the purpose of inside sales. Hence, it’s important that both the parties play their role to perfection – the organisation needs to ensure that proper orientation has been done with regards to the offering, and the agency needs to improve its calling process and bring its executives up to speed with the latest best practices.