Capturing leads from a contact center
Posted: Wed Dec 11, 2024 9:00 am
Lead generation is one of the strategies that all types of brands and companies use to increase their database of contacts or consumers with the potential to become clients. Lead generation is a task that is usually carried out by the marketing departments of companies, but it is possible to outsource it through a contact center.
These leads, also called contacts or potential clients, pass from the marketing department to the sales department once they have been processed, within the framework of what is known as the marketing conversion funnel.
Through a contact center, it is possible to carry out everything from the acquisition to the actual data processing of the leads captured (through back office tasks such as recording forms, registering and standardizing data in CRM, etc.), freeing up marketing departments from a look at the overseas chinese growth in europe significant part of the work, especially in terms of time.
Capturing leads from a contact center
Although it is possible for a contact center to generate leads in the context of incoming calls from users (in after-sales or customer service), lead capture campaigns based on the issuance of calls are very interesting for brands.
Thanks to the technological infrastructure and people of a contact center, the lead capture process is easy to optimize and streamline. In addition, the agents are trained in call management, so their work will undoubtedly be very agile. This is why outsourcing this activity represents a significant saving of time and resources for brands.
Calling, also known as outbound, must have a clear and defined objective. In the case of lead generation, the objective will be to generate valuable information for the brand, always based on the brand's needs with respect to its customers. To do this, it is possible to start from the brand's own databases or those acquired by the brand.
Another of the contact center's tasks may be to record all interactions carried out in the lead acquisition process. Through this information generated in the interaction with the potential client, it will be possible to gather very useful information for the brand, which can give us data on the behavior of potential clients, their opinion regarding the brand or its products and services, what their specific needs are, etc.
Keys to capturing leads from a contact center
The first thing is that there has to be a strategy between the call center and the other departments involved in sales. Interacting with the call center team and working together adds value to the conversation with customers. It will also make it easier to identify specific points and strengths and weaknesses.
For example, sales and marketing must work together to find ways to enrich relationships with future customers. Lead nurturing is also practiced in contact centers and requires consistency and knowledge of the activities performed during the other stages of conversion.
These leads, also called contacts or potential clients, pass from the marketing department to the sales department once they have been processed, within the framework of what is known as the marketing conversion funnel.
Through a contact center, it is possible to carry out everything from the acquisition to the actual data processing of the leads captured (through back office tasks such as recording forms, registering and standardizing data in CRM, etc.), freeing up marketing departments from a look at the overseas chinese growth in europe significant part of the work, especially in terms of time.
Capturing leads from a contact center
Although it is possible for a contact center to generate leads in the context of incoming calls from users (in after-sales or customer service), lead capture campaigns based on the issuance of calls are very interesting for brands.
Thanks to the technological infrastructure and people of a contact center, the lead capture process is easy to optimize and streamline. In addition, the agents are trained in call management, so their work will undoubtedly be very agile. This is why outsourcing this activity represents a significant saving of time and resources for brands.
Calling, also known as outbound, must have a clear and defined objective. In the case of lead generation, the objective will be to generate valuable information for the brand, always based on the brand's needs with respect to its customers. To do this, it is possible to start from the brand's own databases or those acquired by the brand.
Another of the contact center's tasks may be to record all interactions carried out in the lead acquisition process. Through this information generated in the interaction with the potential client, it will be possible to gather very useful information for the brand, which can give us data on the behavior of potential clients, their opinion regarding the brand or its products and services, what their specific needs are, etc.
Keys to capturing leads from a contact center
The first thing is that there has to be a strategy between the call center and the other departments involved in sales. Interacting with the call center team and working together adds value to the conversation with customers. It will also make it easier to identify specific points and strengths and weaknesses.
For example, sales and marketing must work together to find ways to enrich relationships with future customers. Lead nurturing is also practiced in contact centers and requires consistency and knowledge of the activities performed during the other stages of conversion.