TeleNet’s call center software includes an “Account Grid” functionality, which allows our tele-agents to easily view and access all contacts associated with a particular account and/or site. This brings several benefits to our teleprospecting strategies, targeting both Enterprise and SMB accounts. Here’s how…
Gains efficiency and credibility – Inevitably there will be a contact associated with an account that is outdated, has just left the company or changed roles. When this happens, having another contact immediately at your fingertips increases efficiency – and also helps build credibility with the gatekeepers.
Facilitates understanding of multiple roles – In most cases, there’s not a single decision-maker for an enterprise solution. Thus, it’s important to gain perspective into the various players involved, including evaluators, recommenders, committee members, etc. When our tele-agents have access to multiple contacts, it facilitates conversations in which they’re able to gain an understanding of each contact’s role regarding an upcoming evaluation/purchase. This increases the quality of leads developed via teleprospecting and provides the sales representative with valuable information to aid their next steps.
Reduces “dead-ends” – We’ve all heard the phrase, when one door closes, another opens. This is particularly important to remember when targeting large enterprise accounts. Just because one person or department or site is not interested in your product/solution, it does not mean that the entire account should be closed and no longer pursued. Having access to additional contacts, reduces dead-ends so that our tele-agents have a better chance of locating the “open door.”
Maximizes your time and reach– Although this is somewhat dependent on the size of the accounts being targeted and the type of solution, in many cases it doesn’t make sense to continue teleprospecting efforts into the same account once a qualified lead has been fully identified. Instead, the lead details should be passed to the appropriate sales representative (and an appointment set), while the teleprospector moves on to the next account. Having all contacts arranged in an account grid makes this possible and easy to facilitate. This approach maximizes the time and the reach of the teleprospector, increasing overall production and lead quantities.
If you’re evaluating tele-partners or looking at your own internal systems, make sure an account grid capability is present within the call center software, as the benefits are far-reaching.