by Mary Shanley
1. February 2012 06:17
We receive phone calls every day from prospective clients who are interested in our Inbound Call Center Services. Most of the time they are running DRTV, Radio or some type of online marketing that uses an 800 Number for the call to action.
The first question I am usually asked is, "What kind of conversion rates will you be able to generate with my traffic?" Though we have 28 years of experience taking inbound lead generation and sales calls from 800 Numbers I can't of course give a 100% answer. I can and do work with some tried and true estimates.
The better the quality of the DRTV or radio ads with clear offers and good terms the higher the conversions will be at the Inbound Call Center level. We see lead generation offers that convert as high as 70% providing complete quality data for our clients. On the sales side the lower the price of the product and the simpler the offer, the higher the conversion rates will be at the Inbound Call Center level.
Keep in mind that everyone expects some type of free trial or money back offer. If you are asking the consumer to move into a continuity then you will need to do a very aggressive low cost on the first month. We have converted consumers into a continutiy at rates of 10% to almost 50%. Again the higher converting programs are typically in the $20 per month cost with the lower converting at monthly charges of as much as a $100.
Bottom line customer satisfaction and back end strength rely on providing clear sales terms from the beginning of the process through the Inbound Call Center contact to the customer service handling of returns and exchanges. Everyone understands businesses are in business to make money but the most successful, long term companies communicate clearly to their prospects and customers. Your Inbound Call Center Service partner will be most successful when we start with good offer terms and quality product.
My next blog will focus on building great sales presentations and tweaking processes to improve conversion rates.
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