Considering
the way online shopping has gained popularity in the business world, outbound
call centres have undeniably been struggling to survive. Although online shopping has some inherent
attributes that have played pivotal roles in making it a hit among millennials,
but you should not forget that there must be some pitfalls in all the other
shopping methods that have actually forced customers to move towards online
shopping. Various surveys have revealed
how impolite sales representatives have actually ruined the shopping experience
of many purchasers. Similarly, you would
find various reasons behind the downfall of teleshopping. You never know whether online shopping would
again encounter any unwanted fate, but as of now, it has actually created a stir
in the global marketplace. The major
reason surrounding such an astounding success is that online shopping is
basically governed by the idea of accurate customer insight. That’s why all other marketing campaigns and
strategies should be aligned as per customer expectations.
If
you would start digging deep into the core reason behind the downfall of offline
shopping methods, then you would find out that customers have stopped
purchasing anything through telephone primarily because they are unsure about
the crucial features that might not have been discussed during a telephonic
conversation. Although it is so true
that most reliable
outbound calling marketing
campaigns are governed by a set of regulatory guidelines, but unfortunately
only a few of the marketing firms are actually taking care of those guidelines
and ensuring utmost adherence. Various firms
have said that employing a quality analyst is the maximum they can do in order
to keep a tab on fake promises by agents.
These firms say that their budgets do not allow them to have proper
monitoring framework, whereas other firms believe that the reason behind
depleted performance is lack of understanding as it relates to customer
expectations. It is quite agreeable that
without understanding your customer expectations, you cannot actually draft an
excellent outbound telemarketing campaign.
Although there are various pragmatic ways to gain better customer
insight, but this article would discuss three reliable methods.
Communicate
with customers on a regular basis: The business world in today’s era is all
about communication, and nothing in the near future is going to change this
guiding principle. Not only does regular
communication through outbound calling allow you to know about socio-economic
stature of your target customers, but also lets you know more about whether
they would embrace any change in your marketing policy wholeheartedly. Thus, regular communications will help
marketers know more about their target customers, that too without investing
too much.
Monitor
the customers’ conversations on social media: Customers like talking about brands and sharing
suggestions on social media platforms, and there suggestions have often worked
wonders for businesses. You should
follow these types of customers quite regularly, apart from asking them to
share their reviews on your offerings. However,
in order to seek their suggestions and reviews, you have to come up with
innovative ideas, such as an online quiz competition or things of similar nature. Once
you would start monitoring social media, it will help you gain customer insight
in the most meticulous manner.
Conduct
consumer surveys across varied realms: Although the significance of conducting
surveys based on outbound calling has been discussed a lot in the business
world, but this needs special mention because a survey across varied time zones
and geographical realms will give you much exhaustive understanding into not
only customer expectations, but also the factors that potentially govern those
expectations. However, you need to
ensure that your surveys are quite short and straightforward so as to garner
massive response from your target audience.
This will basically give you raw data that can be further structured so
as to fetch crucial inferences out of those.
Conclusion: These are basically three
reliable ways in which outbound call centre can gain better customer insight.
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