If you’ve ever felt:
- That you aren’t confident- your call center agents understand your product or service and might be misrepresenting your company or leaving bad impressions…
- That you should be getting more sales- if only you had more leads that were eager to hear from you…
- That even when you’re getting lots of leads- many of them are so poorly qualified that you’re spending far too much time doing your call center’s job for them…
- That even when you do close sales- your cost per lead is so high, you’re not sure continuing your telemarketing campaign is worth it…
- That you should be doing a lot better- You’ve got a great product and a thirsty market… your existing customers are thrilled… referrals are going strong… but your telemarketing campaign makes you feel like reaching for the antacids…
…then, what you’re about to read will open your eyes to a hidden dynamic that’s at play… something that can wreak havoc with your business-to-business telemarketing campaigns- despite your best efforts…
For Too Long You’ve Been Told You Had To Choose Between Good, Fast, And Cheap… You’ve Been Lied To…
…and the lie is getting bigger
You see, the virtualization of data management, project management, and communications systems has revolutionized cost structures for call centers.
The call center business has always had a cushy profit margin of anywheres from 30% to 40%. A 40% profit margin in almost any industry is fantastic.
When I had my 50-seat call center in San Francisco, rent, payroll taxes, network maintenance, janitorial services, and other expenses kept me at roughly 30% profit margin for most years.
When I took CCI virtual in 2005, it was like a monkey was lifted off my back… gone were the boatloads of administrative paperwork, gone where the operational expenses, gone where the office politics. Profit margins never looked so rosy.
Back then you could count the number of other call centers that went virtual on one hand. Every now and then I’d get calls from a supposed prospect who seemed a lot more interested in how I ran my virtual company than how I could help with their telemarketing needs.
Fast forward 6 years, and today almost all call centers have either completely or partially transitioned to virtual operations… for good reason- too increase their bottom line.
These days, a completely virtual call center can realize a profit margin of 50% to 70%.
Why This Should Matter To You
In a word, you’re being robbed.
Not only you, but work-at-home professional telemarketing agents as well.
In addition to charging you more than ever for business-to-business telemarketing, call centers have barely increased agent compensation since the 90′s, if at all.
Less compensation means less qualified or loyal agents -> means less productivity + higher costs per lead for you.
You’re paying more for less.
There’s no reason it has to be this way.
You have every reason to expect and demand top-notch quality agents , fast ramp ups, and reasonable rates from your outsourced virtual call center.
Virtual B2B call centers try to justify their outrageously high rates in many ways; but, here are the three most common you’ll hear:
The Top Three Myths Used By Virtual B2B Call Centers To Justify Their High Rates
“Good, reliable work-at-home telemarketing professionals are hard to find and won’t stick around for long”
With tens of thousands of talented, willing, and ready virtual professionals in the U.S. alone, we’re never more than a Craigslist ad away from an inbox full of applications.
With the right management processes in place, virtual agents will meet and exceed quality requirements. While virtual agents face unique challenges, they are highly motivated and often overcompensate to prove they are every bit as reliable as their in-office counterparts.
If you’re working with a call center that re-invests its increased profits in recruiting better agents and managers, you can now get the caliber of representation you always felt was needed for your business-to-business lead generation and sales.
You can have Good…
“Setting up technology infrastructure and processes for virtual telemarketing teams takes a long time and is very technically challenging”
Virtual telemarketing projects can be launched in mere weeks if not days.
Hosted CRM, communications, and project management solutions are as close to push-button IT infrastructure as you can get.
The key is simplify. Most software solutions come with so many bells and whistles, they can leave you bewildered. Eliminate everything that isn’t needed. Keep the enabled features to a bare minimum.
Find ways to reduce the number of screens your agents must open. For instance, instead of having agents enter callback dates in a separate form as To Do items, just add a Callback field to the contact record and make it searchable/sortable.
You can have Fast…
“B2B rates need to be as much as double that of B2C telemarketing”
With virtual telemarketing teams, the largest expense is labor. Office overhead is largely eliminated. Since agents are independent contractors, we can scratch off payroll taxes, paid benefits, and more. For teams of 20 agents or less, free and low-cost hosted solutions provide all the IT infrastructure we need.
Other than greed, there’s nothing keeping call center owners from sharing some of those savings with you and its virtual agents.
You can have Affordable…
So, you see, you needn’t choose between good, fast, or affordable. With virtual call centers, you can have all three- if you know what to look for…
The Secret To Keeping Them Honest- Free Report
I’ve prepared a report for you, “The Manager’s Guide To Selecting An Agile, Low-Cost, Lead-Generating, Sales-Closing Virtual Telemarketing Service.”
In it, I walk you through 5 key points that will help you identify the right virtual call center for you. In addition, I disclose the one condition of doing business, that- if you insist on it- can change your relationship from potentially adversarial to one of trust and partnership.