Are you preparing for Black Friday 2020 but find it challenging to set up a flawless back-office customer support team?
Forecasting the necessary resources can be a hurdle, and even more difficult with the current market uncertainty caused by the Covid-19 pandemic. eCommerce sales are expected to raise but integrating digital channels into the Customer Experience (CX) strategy is not so straightforward.
If you are finding it tricky to successfully plan and operate peak demands, keep reading.
Operating within the eCommerce landscape for a wide variety of clients, CPM International Contact Centre have developed unparalleled expertise dealing with the seasonal peaks and troughs related to sales, product launches, returns and in some instances, handling unexpected volume demands. By combining omnichannel strategies, flexible resource models and operational know-how, we constantly deliver a seamless experience for the end customer, no matter the sales period.
The impact of Black Friday week is not only on the sales and eCommerce Support department but it also affects recruitment, training, IT teams, and many other areas of the business. The preparation for this November commerce period can start up to 12 months in advance. Yet, specifically in our business we see a peak from September onwards with hiring and onboarding induction. Some of our clients work in a unique way as they update their forecast on a monthly basis, but for a relatively small, core team, this can create some challenges to manage the operation successfully.
Our holistic approach to peak demand planning is tailored to every client according to their needs. We closely design the ramp up strategy together with our client partners resulting in better performance management, deep employee engagement, exceptional customer satisfaction and ultimately, higher sales. During 2019 Black Friday season, CPM delivered €5 Million in sales for our eCommerce Contact Centre clients.
In this article, we are uncovering what business areas are critical to preparing for a successful Black Friday and provide you with best practices on how the operational manager and CX teams can build and work on a structured plan encompassing 3 core areas: business, client, and people.
Firstly, you should determine where resources should be allocated within the business. When using a dynamic resource model, budget and headcount vary on a monthly basis according to expected fluctuating demand. For a contact centre careline this implies:
Secondly, operational excellence is key to delight customers. We work closely with our client partners to revise the procedures and streamline the day to day operations; adopting a continuous improvement approach:
Thirdly, remember great employee experience equals great customer experience. So, make their work-life easier, motivating, and enjoyable – especially during the accelerated operating rhythm driven by sales peak. Some tips for enhanced people experience that will lead to high performance are:
As CPM work with clients operating in a wide range of sectors, their peaks and troughs fall on different times of the year. This allows us to manage our resources across different projects having all busy sales periods covered and avoiding idle staff. For instance, an agent recruited for Black Friday, has the opportunity to move within our business in line with another client peak. This help us to drive cost efficiencies by reducing the cost of new hire and training.
With flexible resource models we can offer our clients the security to have efficient resources to manage sales peaks. Being flexible and sharing resources helps to avoid backlog situations, and ensure we have happy, engaged and retained staff. We have been able to reduce backlog from 28 to 0 days for one of our clients in just few months and reduce employee turnover by 38%.
We invest time into reviewing different operational and delivery models, offering transparency and flagging potential risks. We encourage involvement from our clients and approach this in a collaborative and agile way. Some of our existing clients work with multiple partners on global basis and have replicated our business and delivery model across other programmes to offer a consistent customer experience. CPM have transformed its eCommerce Contact Centre Programmes to agile and flexible omnichannel solutions with Customer Experience excellence at its core.
We don’t know what 2021 will look like. This year has certainly evidenced we can’t always plan for the future. However, we believe the industry needs models that are flexible enough to cope with challenges that you can’t yet foresee, so you can be ready to adapt in a very proactive way.
What if getting ready for Black Friday could be a smooth endeavour? Contact us at email@example.com if you would like to master your eCommerce sales and customer support regardless of your business seasonal fluctuating demand.
We are approaching the last quarter of the year and you are far from meeting your revenue objectives. It’s getting challenging with the new market dynamics driven by the pandemic. Also, in a B2B environment, mastering sales can be much more complex due to scope, scale and extended sales cycles.
You know outsourcing your sales team might help accelerate your results but you’re hesitant on external support.
We’ve got your covered.
With over 30+ years contact centre sales experience working with clients across varying sectors and markets; CPM International Contact Centres have developed unrivalled expertise in creating high performing B2B sales teams, delivering incremental revenue growth of up to 10% in just 3 months. How have we done it? Our strategy formula encompasses people, process, customers, technology, and partnership.
In this article, we will be covering our 5 top components to creating a best in class outsourced B2B sales team and provide you with best practices on how to achieve it.
Defining business aims and challenges together is the first step to establish an effective sales process framework and a clear strategy for sales pipeline management. A streamlined framework can promote speed and agility and allows for innovation, constant development, and growth. There are two key considerations at this stage:
People are your most important asset. In particular, in a B2B environment the sales team usually deals with customers who are already subject matter experts, so account managers have to be product savvy and also knowledgeable on business development. Understanding the employee journey is essential to have a highly skilled sales team – from hiring passionate people, onboarding and training, to motivating and empowering professionals.
Delivering great customer experience results in higher sales conversions. That is why having a customer-centric culture in place is so noteworthy for a sales team. Understanding customer needs helps optimize the customer journey towards a 360 approach where cross-selling and up-selling opportunities can be created. Working on an account management basis can assist the customer journey as the manager can focus on nurturing the customer relationship. It is a more personalised selling process resulting in higher sales and customer satisfaction.
In the B2B environment, only 23 percent of B2B companies have embraced a customer centric approach (Forrester, 2019). However, the growth window of adopting this strategy have been proven to be enormous and it definitely creates competitive edge. What are you waiting for to embrace it?
Whilst the sales process is mostly powered by people skills, technology is a meaningful factor which should not be overlooked. Technology can be used by sales professionals to improve visibility and generate more leads, build a new business pipeline, optimize conversations, nurture and accelerate conversions.
In addition, investing in state-of-the-art technology allows to visualize business impact and its projection to make the right decisions faster. Operational effectiveness is achieved thanks to CRM systems, real time reporting and predictive analysis. Innovative tools should be adopted by sales teams to not only fuel the sales process but also complement and aid in the relationship development approach. For example, tools such as LinkedIn Sales Navigator have been proven to help speed up the sales cycle by focusing in on the right prospects 90% faster.
Outsource your sales team to a partner, not a provider. It is all about a win-win situation in which trust and communication are the foundation.
What if you could rely on a trusted partner who knows how to seamlessly employ this winning formula? You will be able to benefit from a high-performing B2B sales team focused on growing your business while leaving you free to get on with what you do best.
Don’t miss out on the competitive advantage of an outsourced B2B sales team and get started with the 5-step strategy today. Contact us at firstname.lastname@example.org to find out how we can build up a bespoke sales programme tailored to your business objectives and needs.
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