July 20, 2023
7 Minutes
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Sales is the lifeblood of any business, driving growth, expansion, and, ultimately, profitability.
Sales in BPO are not simply "selling" in the traditional sense. It's about improving a company's sales capabilities by outsourcing specific sales tasks or entire sales functions to a specialized sales process BPO business process outsourcing provider. With an effective sales strategy, businesses can grow and scale, making sales a critical component of their operations.
Outsourcing sales to BPO can significantly impact various business functions, leading to substantial profits and transformative results. Critical use cases where outsourcing can be particularly beneficial include:
Additionally, outsourcing sales to an effective business sales outsourcing company like Squadstack is effective in handling high-value and complex sales, booking sales appointments, and recovering abandoned cart sales. When managed by externally trained sales experts, these areas can see notable improvements in efficiency and profitability.
Before delving into the concept of sales in BPO, let us first understand Business Process Outsourcing (BPO). BPO involves contracting business tasks to third-party providers like customer service, payroll, accounting, data analysis, IT services, and sales. It lets companies focus on core activities while benefiting from external expertise and efficiencies. BPO enhances operations, streamlines function, reduces costs, accesses advanced tech and improves customer service for increased profitability.
Sales in BPO refers to strategically delegating lead generation, customer acquisition, and sales support to specialized third-party providers, enhancing operational efficiency and cutting costs. This approach enables businesses to scale swiftly, tap into global talent, and affordably leverage advanced sales technologies. By focusing on core activities and strategic initiatives, companies achieve precise sales targets, bolster customer relationships, and adapt dynamically to market changes, ensuring optimal agility and competitiveness.
Sales in BPO are not just about offloading tasks; they are about transforming your sales operations to achieve real growth. Here’s a closer look at practical strategies that can make outsourcing a powerful asset for your business:
Access to Global Talent
By outsourcing, you tap into a global pool of sales talent with specialized skills and knowledge that can help you enter new markets and reach diverse customer segments.
Cost-Effective Scaling
Outsourcing eliminates the need for significant investments in hiring and training an in-house team. BPOs often offer pricing models like pay-for-performance, which align costs with the results you get.
Advanced Sales Tools and Technology
BPOs use the latest sales tools and technologies, from AI-driven analytics to automated lead management, without you having to make a significant upfront investment. Access to these technologies helps keep your sales efforts sharp and competitive.
Improved Sales Performance and Efficiency
BPOs bring tested sales methodologies and data-driven insights, enhancing sales performance and efficiency. You’ll see shorter sales cycles and higher conversion rates with streamlined processes.
Focus on Core Business Functions
Outsourcing frees your team to focus on critical areas like product development and customer service rather than getting bogged down with sales operations. Better allocate your resources and attention to areas that drive growth.
Faster Time to Market
BPOs can quickly set up and execute sales strategies, helping you launch new products or enter new markets faster. This quick ramp-up means you start generating revenue sooner.
Mitigation of Sales Risks
Outsourcing provides flexible solutions that adapt to changing market conditions, seasonal fluctuations, and staff turnover. BPOs ensure your sales operations remain robust and adaptable, even in uncertain times.
BPO sales aid the outsourcing partner in marketing its services to businesses that require them. The BPO sales process is what drives revenue for the company. It must be both systematic and efficient. Let us go through the 7 steps in the sales process in BPO.
Step 1: The first step is to recognize the prospects and collect relevant data. The sales team invests time and effort in conducting in-depth research of the market, the competitors, clients and their needs. They gain a comprehensive understanding of the industrial landscape by networking, surveying, participating in business events, etc..
Step 2: Once the data is gathered, it's time to narrow down the search results. The team analyzes the collected data and determines which leads align with the services offered by the BPO firm. This shortlisting process is carried out considering factors like business requirements, resources available, budget, etc.
Step 3: The success of any sales process depends upon the relationship between the two businesses. A good BPO sales team understands its importance and aims to foster and maintain a positive customer relationship. This includes asking the right questions and trying to understand what they need. Active listening and understanding on the team’s part help the BPO gain valuable insights into their goals, requirements and challenges.
Step 4: Now that the BPO sales team has a solid grasp of the client’s need, it offers them personalized outsourcing solutions, demonstrating the firm's expertise, capabilities, and track record. The team highlights the numerous benefits of outsourcing by showcasing how their services align with the client's goals. Focus is placed on creating a solution tailored to the client's needs.
Step 5: The potential client may have questions or concerns during the BPO sales process. The sales team responds to these questions and clarifies them. Throughout, communication is open and transparent. They gain the trust of their clients by sharing real-life success stories and examples.
Step 6: The negotiation begins when the client is convinced and shows interest in doing business with the BPO company. The sales representatives work closely with the client to finalize the agreement with mutual consent. Clear communication about the pricing, service-level agreements (SLAs), contract duration, data privacy, etc., is essential.
Step 7: The BPO sales process doesn’t end with signing the contract. The final step is to maintain communication and resolve any concerns with the client. After-sales support and collaboration ensure a long-term relationship with them. Additionally, it lays the foundation for a successful business as it would build a good reputation of the BPO company.
BPOs follow these 7 steps in the sales process in BPO to deliver the best outsourcing solutions to their clients. It helps them build a relationship based on trust and reliability. Moreover, it ensures the growth and success of their business in the long term. Now that you know what sales and its process are in BPO, you can leverage outsourcing and boost your revenue.
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A fully managed sales team can assist businesses in converting drop-off leads, facilitating customer account opening, increasing activation, and managing reactivation & renewals.
SquadStack specializes in converting drop-offs by implementing an approach of lead follow-ups. With systematic and regular follow-up strategies, we ensure that no lead slips through the cracks.
Customer account opening and activation are pivotal stages in the customer journey, representing the initial interaction and transition into active engagement. By using advanced technologies like Artificial Intelligence and efficient workflows, we prioritize simplicity and efficiency in account opening and activation procedures.
Our dedicated team of more than ten thousand telecalling agents is committed to maximizing your conversion rates by engaging with leads at crucial touchpoints, nurturing them through the sales funnel, and ultimately driving them toward conversion. By effectively implementing cross-selling and upselling strategies, businesses can increase their average order value, foster customer loyalty, and ultimately drive overall profitability.
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Squadstack can help you offload time-consuming activities so that you can focus on growing your business! We go the extra mile to understand your specific goals and objectives, help you with pre-sales, Sales & Renewals Calls
Sales transformation processes enable BPOs to address these issues, optimizing lead management, enhancing call quality, and leveraging data-driven insights. By modernizing their sales processes, BPOs can improve productivity, reduce costs, and ultimately offer more excellent value to their clients.
Low Lead Connectivity: Enhanced sales processes improve lead connection rates and reduce drop-offs.
High Customer Acquisition Cost: Advanced methods optimize lead conversion, lowering acquisition costs.
Manual Lead Management & Faulty Data Updates: Automated systems ensure accurate lead management and real-time data updates.
No Actionable Insights or Feedback Loop: Data-driven insights and feedback mechanisms drive continuous improvement.
Knowledge Management Challenges Due to High Attrition: Robust systems create and maintain updated knowledge bases despite staff turnover.
Subpar Call Quality: Improved quality control and training enhance call effectiveness and customer satisfaction.
Manual, Biased, and Minimal Quality Audits: Comprehensive and objective quality audits ensure consistent service standards.
Low Agent Productivity Leads to Poor Conversions: Optimized sales processes and tools boost agent productivity and conversion rates.
SquadStack is redefining sales in BPO with innovative solutions that outpace traditional BPOs. The platform ensures up to 90% lead connectivity and uses advanced Call Quality AI to analyze calls across numerous parameters, enhancing agent performance. By addressing traditional BPO shortcomings and integrating cutting-edge tools, SquadStack sets a new standard for sales excellence and client success, shared in the table below.
Upto 90% Connectivity
Spam & DND checks, lead prioritization, omnichannel outreach, fast speed to lead, and real-time alerts for connectivity dips.
Call Quality AI
We sample 12% of all call recordings (3% manual) across 23 Quality Parameters. This helps agents get in-depth feedback to drive high-quality calls.
Knowledge Management System
Our system analyzes old calls to build FAQs, personalized scripts, training modules, and call summaries and ensures that all content is updated.
Productivity & Outcome-Linked Pricing
SquadStack gives you never-seen-before outcome-linked pricing because we’re invested in your success.
In-House Proprietary Tech
We provide a built-in dialer, lead management system & in-depth analytics without additional cost.
In a BPO setting, the sales process is meticulously structured to ensure optimal performance and the achievement of set targets. A fully managed sales team within a BPO environment is instrumental in converting drop-off leads, facilitating smooth customer account openings, driving activations, and managing reactivations and renewals.
Sales in BPO often involve converting drop-off leads—an area where SquadStack excels. We ensure no potential customer is left unattended by deploying systematic and regular follow-up strategies. Our approach to lead follow-ups is tailored to re-engage prospects who have shown initial interest but did not complete the buying process, significantly improving conversion rates.
The account opening and activation stages are critical in the customer lifecycle. These steps mark the transition from potential leads to active customers. In the BPO sales process, this phase is streamlined using advanced technologies like Artificial Intelligence combined with efficient workflows that prioritize simplicity and effectiveness. Our focus on seamless account opening and activation ensures that customers are onboarded with minimal friction, laying a solid foundation for long-term engagement.
Sales in BPO are not just about initial conversions; they also encompass strategies like upselling and cross-selling to enhance customer value. Our extensive team of over ten thousand telecalling agents is dedicated to engaging leads at critical touchpoints throughout the sales funnel. By nurturing these leads, we drive them toward initial conversion and implement effective upselling and cross-selling techniques. These efforts increase the average order value, strengthen customer loyalty, and contribute to profitability.
At SquadStack, we understand that sales in BPO involve more than just transactional interactions; it's about building relationships and driving growth. We help businesses offload time-consuming activities, allowing them to concentrate on scaling operations. By aligning our services with your specific goals and objectives, we support you across various stages, including pre-sales, sales, and renewals, ensuring a comprehensive approach to customer engagement.
SquadStack is a top choice over traditional BPOs, focusing on understanding client needs and delivering smoothly. Unlike conventional BPOs, which often deal with long training times and inconsistent service due to turnover, SquadStack boosts efficiency with tools like Quality AI. This means we can quickly adapt to clients' needs and maintain excellent service.
The sales process in BPO (Business Process Outsourcing) refers to providing services like customer support, marketing, finance, technical support etc., to other businesses. It includes prospecting leads, communicating with them and offering appropriate solutions, negotiating the terms of the agreement, and finalizing the contract.
In a call center, sales refers to reaching out to potential customers via phone calls and offering them a product or service. Strong communication and marketing skills are crucial to make a sales call successful.
BPO (Business Process Outsourcing) is the process of hiring another company to perform secondary or non-core business activities so that it can focus on its core business. These activities include finance, marketing, IT services, customer services, data entry, HR services, content management, etc.
Some examples of the types of sales are E-commerce sales, B2B (Business to Business) sales, B2C (Business to Customer) sales, Channel sales, Inside sales, Retail sales, and Direct sales.
Business to Business (B2B) sales involve exchanging products or services between businesses. They may include commodities purchased wholesale, services like IT, marketing, customer services, or SaaS (Software-as-a-Service) based solutions.
