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Sustaining customer loyalty

  • Posted by admin
  • On July 19, 2016
  • 0 Comments
  • customer loyalty
Business is a complex process. The single word ‘selling’ is multi-dimensional. The process of selling begins with advertising, creating leads, tracking customers, contacting them, negotiating, selling goods, providing after-sales services and maintenance and more dimensions are likely to be added to meet the growing competition. Even if you succeed in getting customers, it does not […]
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How to create client value through consultative approach

  • Posted by admin
  • On July 19, 2016
  • 0 Comments
  • client value
You have a headache. You can swallow a pill; hundreds of pills are available to cure headaches; even the shopkeeper will suggest something. But you go to the doctor, because a doctor is an expert. You can consult him. He will not only recommend a pill but also tell you the cause of the headache. […]
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Outbound Calling

  • Posted by admin
  • On June 23, 2016
  • 0 Comments
  • Outbound calling
A call centre is a place which is set up for the purpose of taking or making phone calls, i.e for inbound and outbound calling. The flow of call continues through 24 hours of the day for 365 days. Thus, you can get an idea about the large number of phone calls taking place in […]
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  • Sales Calls Training can be conducted during off-peak periods.
    • The tone of speech is very significant. How you say something is more important than what you say. In fact a loan defaulter already knows what is going to be said when there is a call from someone on behalf of the bank. An insulting tone can disturb the call recipient. He may not receive further calls or may block the number, in which case the very purpose of outbound calling will fail. An unpleasant dose can be neatly wrapped in a sweet tone to succeed in the purpose of calling.
    • Imagine that you are face-to-face with the person whom you are addressing. Direct communication is always more effective.
    • You may believe that because the listener cannot see you, non-verbal communication is redundant. However, if you speak naturally as you speak to a person standing in front and employ all verbal and non-verbal techniques, the speech part will sound more convincing and have a greater impact. Thus, irrespective of whether people can see you or not, speak naturally.
    • Plan your calls in advance. Decide what you are going to say. Present the content logically, point by point. Remember to say everything that is necessary. Do not miss any point. You can keep a note of paper in front of you while making the call to remind you of what you have to say and in what order.
    • Be sure to gather all necessary information about the product, about the defaulter, donor etc. Careful and thorough study of the case is essential while making an outbound call.
    • Anticipate questions and be prepared to answer them.
    • It is difficult to deal with irate customers. Maintain complete control, be calm and polite while talking to angry customers. A single wrong word can create trouble at both ends, setting up a series of unpleasant incidents.
    • Be prepared for knock-backs. People may just put down the receivers abruptly or tell you that they are not interested. You need a lot of patience in handling outbound calls. Even if you get 20% success, you may consider yourself lucky!
    • A single call never fulfils the purpose. Make calls repeatedly at regular intervals. Keep not of what the recipient had said in the previous calls and take the matter forward.
    There is risk involved in outbound calls as much as in inbound calls. Firewalls can be set as guards to control traffic of outbound calls and check their outward passage. Outbound calls use metrics such as cost per call, revenue earned, total calls made and tasks completed for measuring agent success. While making outbound calls, these factors should be kept in mind. Outbound calling can be marked as successful when the purpose of calls is achieved through least number of calls and in minimum time. iTivia Technologies offers 24 hours outbound calling services using advanced technologies like Automatic Call Distribution (ACD), Outbound System (Predictive), Interactive Voice Response System (IVR) and Computer Telephony Integration (CTI)" target="_blank">

B2C Marketing & B2C Lead Generation

  • Posted by admin
  • On June 23, 2016
  • 0 Comments
  • B2C Lead Generation, B2C Marketing
B2C marketing is a matter of pleasure for buyers/service providers and customers/clients for the one important reason that it brings the two parties face-to-face, it brings about direct communication, leading to human interaction. Human beings are social creatures and buying and selling are two of the numerous elements that contribute to a state of happiness […]
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  • lead generation tactics. Some are tried and tested, proved successful. Some are unimaginable. Innovative ideas come up once in a while and are soon adopted by all. In spite of general marketing strategies, B2C lead generation has to take certain factors into consideration like the age group of consumers, the period, the location, type of buyers, the kind of goods, products and services etc. For example, a water pump will have demand in rural areas and no requirement in metro cities. Old people will not be much interested in cosmetics. Hence, the key strategy is to assess all conditions and decide the best strategies that suit every criterion." target="_blank">

Market Research

  • Posted by admin
  • On June 23, 2016
  • 0 Comments
  • market research
A business chain is a complicated and lengthy process consisting of elements like the manufacturers, agents/dealers, retailers, customers and end market consumers. They are all linked together in the entire process. When one wants to understand market position, one has to understand each element individually, how it is linked with the previous and following element […]
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