Are you responsive enough?

“Sales 101” and basic commonsense dictates that the more responsive a sales person is, the more likely they are to improve their sales numbers. Consider these statistics:

  • 85% of callers who can’t reach a company on the first try won’t call back1
  • the chances of connecting with a lead decrease by over 10 times in the first hour after the prospect’s inquiry2
  • odds of re-contacting a lead within 30 minutes drop 21 times compared to contact made within 5 minutes of the prospect’s inquiry2

Based on the above, it’s clear that getting back to customers quickly is an important element in maximizing sales. However, we all know that being consistently responsive to every call is “easier said than done”, especially for those of us who are part of an outside sales or service team. Still, there’s no escaping it – missed calls and slow response times cost money. According to a study conducted by PricewaterhouseCoopers (PWC) “Speed and efficiency (80%); knowledgeable and helpful employees (78%); and convenience (77%) universally matter most. These cornerstone elements are so highly valued that the majority (52%) of consumers would pay more for greater speed and efficiency; 43% would pay more for greater convenience; and 41% would pay more for knowledgeable and helpful employees”3. Depending on your business, an unreturned missed call could represent hundreds if not thousands of dollars. BT Business did a survey where the value of a missed call for participants was as much as £1200 (~$1800)1

If you’re like most outside sales or service agents, the time it takes to respond to an inquiry is quite frequently tied to the method used by the inquirer to contact you. For example, if you see a “missed call” on your phone from a number you don’t recognize, it’s going to take longer to determine the appropriate urgency as compared to an email message where all the required information can quickly be scanned. Unlike voicemail, written inquiries are much easier to evaluate and respond to. Here’s what we’ve found:

  • Inbound missed calls are not easy to evaluate, especially when callers are not in the agent’s phone book. They typically get diverted to voicemail, and when no message is left, many agents assume the call is from a robo-caller and not a live person. However, because over 70% of live callers don’t leave voicemail2 and missed calls from prospects can be so expensive, making this assumption may be ill-advised.
  • While it’s easy to read an email, responding to them tends to be slow because most people don’t check email more than a few times a day especially when they’re occupied; and when they do check their inbox, it’s a pain to filter out clutter.
  • Voicemail is a whole other story. It’s a “royal pain-in-the-neck”. The process of retrieving, organizing and listening to them is slow, time-consuming, and an awful user experience.

So what can we do to respond faster and be more competitive? The answer may lie in emerging technologies. Once solution geared at helping mobile workers be more responsive is Tendant™ from Real Capture LLC (dba Tendant). It ties voicemail, texting, and web-inquiries together into a single conversation thread so users can see voicemail transcripts, text messages, web inquiries, and alerts all in one place. What’s more, it even gives you the option of having callers transfer their call to someone else on your team backing you up, so callers have the option of getting live assistance — immediately — when you’re not available. Tendant is a sure-fire way to be more responsive and could be a major difference maker in winning more business. Readers can download Tendant from the Apple App Store® or Google Play Store®. The solution is free with in-app purchases and may help turbo-charge sales.


1 Source: BT Business
2 Source: Insidesales.com
3 Source: PricewaterhouseCoopers

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