How we ensure our conversations are credible and authentic

Our onboarding process

Before the team at The Call Business pick up the phone to reach out to your prospects, it is crucial that our team are fully conversant with your offer. We call as if we were members of your team, so we must know enough about your business to have authentic dialogue. We never, ever want to sound as though we are reading from a script. We achieve this through a condensed induction, which forms part of our onboarding process. Key to this is our client providing a detailed and clear brief, with the technical information we need to sound credible to the prospect.

Email templates and crib sheets

For each campaign, we work with the client’s marketing or comms team to develop a series of one2one emails that we can use to form the basis of any written comms with prospects or customers. These are used where we are asked to send literature, or where we cannot reach someone by phone. These are translated into all the languages in which a project is delivered.

We also need to provide the team with call guides, process flows and crib sheets so that they can work efficiently, know how to handle the objections they are likely to encounter, and understand what to do when a prospect shows interest.

Where our clients have an inside sales team actively working on outbound calls, much of this material may already be available and this will reduce onboarding time.

Data and data cleaning

When we work with a client on a retained basis, we are usually involved in lead qualification, where the client is generating a regular stream of leads, often from marketing automation. We take raw leads and provide marketing qualified leads for the sales team and as you will read below, we usually do this in our, or the clients’, CRM system. However, for clients working with us on an ad hoc basis, we are usually given a spreadsheet for each campaign, which needs to be dealt with individually, and this is part of the onboarding for that project. If the data is coming from SAP or from a distributor who doesn’t have a proper CRM system, it is not unusual to have to invest quite substantial time upfront, getting the data into a format and condition where our team can work efficiently. Often this means some deduplication, data matching etc which is managed by our CRM Technician.

CRM

Often our clients find it easiest for us to work in our own CRM system to reach out and qualify leads and then input the qualified hot leads into their system and assign them to their sales team. Some clients, however, prefer that we work solely in their CRM – most often SalesForce – but this does have cost implications, as our team need to be trained to use the client’s system and the client will face the cost of licenses for our team which can be expensive.

Onboarding timescales and lead times

Depending on the number of languages involved and which CRM system we are using, plus how much work is needed on your data to make it usable, onboarding can take from 24 to 64 man-hours, usually delivered over one month. Once we are working with a client and are familiar with their product range and all the infrastructure is in place (phone numbers, email accounts, templates etc) it is much faster to brief in a new project although we prefer a few weeks’ notice where possible.

To chat to one of the team about getting started with The Call Business, simply click here.

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