B2B Call Centers. What are they? Most call centers focus on talking with consumer masses. However, there are those call centers that focus exclusively on business customers. These are called B2B call center. B2B stands for business-to-business, meaning a business is focused on selling its goods or services to other businesses.
Business-to-business agents need to know how to deal with gate-keepers, the secretaries or administrative assistants that filter access to the target of the call. You want to be careful in making sure that the call center is using the right mix of agents as matched to your target customer. If you are trying to reach a high-level CEO or senior executive, you don’t want your callers to be the average high-school grad telemarketer or off-shore agent that speaks broken English.
Predictive dialers are generally not very effective when calling senior executives in a business-to-business type call. Check with your outbound call center to see what kind of technology they are using. I found that the most effective type of tool was a platform that allowed the operator to keep notes about each attempt (things like secretary's name, email address, best time of day to call, when that executive might get back in the office, etc.) Sometimes this is called preview dialing, because you can preview the customer's information before you talk to them. Sales Management packages like Goldmine and ACT! are a good option if you want to do this in-house.
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