Inbound & Outbound Telesales 2

Inbound & Outbound Telesales

By optimising inbound and outbound telesales with Kexxel BPO, you can enjoy increased sales, improved lead generation, cost-efficiency, and expert customer interaction for business growth.

There is only one boss, the customer. And they can fire everybody in the company from the chairman on down, simply by spending their money somewhere else.

Active Listening – One of the reasons that prospective clients are so wary of salespeople is because they anticipate a pushy demeanour and the pressure to purchase. Here at Kexxel we believe in avoiding this taboo by promoting ‘Active Listening’ which is a wonderful way to allow customers to relax, let their guard down, and feel comfortable that our CS team will give them what they need rather than what we want.

Customer Satisfaction

Sales Conversion

Process Optimisation

Flexibility

Case Study 1

Telesales Personal Accident Insurance

The Client

Metlife is an Australian based company specialising in Tailored Insurance plans, both Personal & Business. Our company wanted to sell their new Personal Accident Insurance plan to their database as well as to carry out a data enrichment exercise for their wealth customers. The task involved calling up 100,000 principal customers and updating 25 fields of information within a period of 3 months.

To ensure 100% data accuracy as per the bank’s stringent security guidelines.
To ensure the Personal Data Privacy Act is implemented during the entire exercise.

The Challenge

It was a challenging task to get the telesales personnel to sell as well as to do database cleansing with an allocated timeframe of within 20 minutes.

The concern was that customers were very wary of sales people and our client did not want their loyal customers to be angry.

Agents, Team Leaders and at least 1 Manager had to be PCE certified before they could make calls.

Our Solution

Kexxel Team arranged for a total of 15 telesales agents to undergo PCE certification.
A step-by-step script was prepared to ensure agents were script compliant.
All involved in the project were made to sign an NDA.
PDPA training was conducted using ‘Train the Trainer’ concept.
Role plays and Call Calibration were part of the training process.
A quality scoring system involving Fatal (100%) & No Fatal (90%) elements was put in place where the QA team would conduct live auditing.
A refresher course was conducted monthly to ensure the telesales agents were kept abreast of any new updates.

The Result

Metlife sales increased by more than 30% with the agents still meeting the database cleansing targets.

Case Study 2

Telesales Outsourced

The Client

Company: Athena Corporation

Back Story: Athena Corporate was looking for a way to increase inbound sales of its home-delivery product. They were not able to generate consistent revenue and as a direct result the sales department ran the risk of being shut down.

The Challenge

Training and Knowledge transfer.

Our Solution

Solution: Athena Corporate outsourced its inbound call centre operations to Kexxel BPO having heard of us through the BPO Industry. Upon securing the project we immediately put the following measures in place:

Training: We discovered through our research that the agents hired had various levels of sales experience and came from different age groups so we immediately applied 2 different training methods to train the agents.
Blended learning: Blended learning is a combination of traditional classroom instruction and online learning. This type of training can be very effective for sales training because it allows trainees to learn at their own pace, therefore we used this method for the more experienced agents.
Mentorship: Mentorship is a one-on-one relationship between a more experienced sales professional and a less experienced sales professional. This type of training can be very effective because it allows trainees to learn from someone who has been in their shoes. We followed this up with pre & post training analysis.
Scripting: The Kexxel BPO team developed a simple, easy to follow, step-by-step script that helped the agents effectively sell the home-delivery product with confidence.
Reporting: We provided Athena with weekly reports on the number of sales calls made, the number of sales closed, and the average sales generated. We also held regular call calibrations to identify gaps and conducted immediate coaching.

The Result

Result: After outsourcing inbound call-centre operations to Kexxel BPO, our client saw a significant increase in inbound sales of its home-delivery product. In the first year of the partnership itself, our BPO team increased inbound sales by more than 35% and the number kept steadily rising.

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