Teleprospecting: When slicing response time is a priority (and when it’s not)

When you’re converting inquiries into competent leads, it’s widely believed that time is of a essence. Even investigate published in a Harvard Business Review says you’re roughly seven times some-more likely to validate a lead if we respond by phone within 5 mins than if we respond an hour later.

That’s why, when one of a Research Partners, a B2B telecommunications company, wanted to modify some-more inbound leads into sales-ready ones, we cut a response time. The formula were surprising, as you’ll see in a moment.

We typically phoned people who submitted a Web form on a company’s site within about 5 hours. We slashed that to 5 mins or reduction with:

  • Automated alerts — Our IT group grown a module that told a lead era specialists to make a call a impulse someone submitted a Web form.
  • Adjusted hours — A lead era dilettante was always accessible during a hours when someone would many expected contention a Web form.
  • An easier-to-use database — Lead era specialists had to go by several stairs to entrance a partner’s database; we revised it so they could strech a lead they indispensable in one click.

As a result, whenever someone submitted a form, a chairman perceived a call behind within 5 mins some-more than 85% of a time. At a finish of 6 months, we was energetically looking brazen to a results. Here they are:

Almost zero changed! Even yet we cut response time by some-more than 98%, a series of competent leads remained probably a same and a volume of calls it took to get a competent lead indeed increasing slightly.

Our bid did not have many impact. So what did this learn us? To tardy off and not respond to inquiries for days? Absolutely not. Instead, we schooled 3 profitable lessons:

Lesson #1: Know your business and their needs

Will they remove seductiveness or name another businessman in a subsequent hour or two? If so, afterwards present follow-up might be a good idea. But in a box of a partner, a intensity customers’ needs for B2B telecommunications were not going to change dramatically in a few hours, so slicing response times did not have many impact.

Lesson #2: Know what you’re selling

If it’s a transactional sale, five-minute follow-up might unequivocally good be worthwhile. Not so much, obviously, for a formidable sale. However, again, that doesn’t meant if we have a formidable sale we can flog behind and wait to respond to inquiries. Our investigate in formidable sales has consistently demonstrated that follow-up within 24 hours is always optimal.

Lesson#3: Test before investing

What works for someone else might not work for we – even if it was featured in a Harvard Business Review. Begin by identifying your pivotal opening indicators: What we wish to achieve. For this exam we wanted to:

  • Increase sales-ready leads — Our partners were confident with a volume inquiries their inbound selling efforts were producing. They wanted some-more sales-ready leads – leads that fit their Universal Lead Definition.
  • Improve lead qualification — Our idea was to revoke a series of dials compulsory to achieve sales-ready leads. We were anticipating this could eventually make a group some-more productive.

Once we set pivotal opening indicators, magnitude them before and after a test, and compare. It’s unequivocally that simple. Start on a tiny scale, and afterwards exercise a module opposite your whole classification if a formula consequence it.

Related Resources:

To Call or Email? That is a Question

Webinar Replay: Research from Harvard, MIT Pinpoints Hard Lead Conversion Lessons with Easy Solutions

Webinar Replay: Teleprospecting that Drives Sales-Ready Leads

New Chart: Chief mandate for B2B lead qualification

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