Should you consider outsourcing to complement Inside Sales?
ETI clients often have Inside Sales (IS) departments.
Typically Inside Sales are tasked with a range of responsibilities including (but not limited to) Supporting Field Sales, Customer Service, Account Management, Order handling and Processing as well as some Lead Generation, Lead Qualification and Lead Nurturing. In some instances they also play a role in building and maintaining Partner relationships.
IS reps are for the most part involved in passive activities such as responding to the needs of accounts and supporting field sales.
When most managers spec out the job requirements for their IS staff you will find Lead Generation/ Lead Qualification high up on the list of requirements. Yet, proactive Lead Generation and Lead Qualification somehow gravitates over a period of time to become a small(er) part of their actual activities.
Now let’s define the typical traits of the IS staff:
Hunters are great at identifying and either bringing in new business - or at least generating and qualifying leads.
Farmers’ strength lies in nurturing and helping grow existing accounts. In addition they frequently function in a ‘customer service’ role.
Gatherers’ wait for the low hanging fruit to fall into their lap.
Rarely are IS reps highly effective at all aspects of Hunting, Farming and Gathering. Most are more often excellent at the latter two with only a small percentage having the strength to undertake the grueling work of Hunters.
Now let’s consider the traits of the personnel needed for the various types of Inside Sales activities:
|Account Management||Not a Match||Good Match||Not a Match||Customer Service||Not a Match||Good Match||Good Match|
|Lead Generation||Good Match||Not a Match||Not a Match|
|Lead Qualification||Good Match||Somewhat of a Match||Good Match|
|Lead Nurturing||Not a Match||Good Match||Somewhat of a Match|
Another consideration is the IS Management Team. It’s safe to assume that the team they build will be around their core competencies. If their competency is in Customer Service and Account Management and not in Lead Generation then you will probably not have a department that is meeting its Lead Generation / Lead Qualification goals.
It is rare to find an IS operation that is good at everything. It is even more rare that it will be staffed with adequate resources to fit all its requirements.
If you need it all then consider allowing the IS team to focus on a specific core competency - rather than trying to be all things to all people. You can then outsource the missing elements to a company that has those core competencies and that can deliver results in quick order. This can result in a major positive impact on your ROI.
At ETI we’ve had unparalleled success working with Inside Sales departments to maximize their productivity by providing the solutions they need to maximize their resources including all of the above activities.
We’d be happy to engage with you and explore how ETI, might compliment your IS department. Please call 1.800.466.4384 - select option 1.