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Lead Nurture: The Art of Generating, Capturing, and Selling

call center performance evaluations taking place in a small group

Finding ways to increase incoming calls to your business is a strong lead generation tactic – these leads are the infamous “low hanging fruit.” Prospects who are interested enough in your products and services to take the time to engage in a personal conversation are clearly more valuable and easier to get to a sale than a visitor on your website.

In fact, the 2012 Consumer Channel Preference Survey by NICE Systems shows that 70% of respondents said they are successful in getting their issues resolved by speaking with a human being, and more than 50% said they have a 100% success rate when consulting over the phone with a live person at a company. These findings demonstrate that personal contact between businesses and their customers remains the most successful interaction channel.

So, let’s break down the phone lead capture cycle.

Generate more qualified leads

Using your phone as a lead generating tool is the most effective way to bring the low hanging fruit or buyers into your sales cycle. Placing a memorable toll-free 800 number in advertising and marketing materials will get you 30 – 50% more potential customers than a numeric toll-free or local phone number.

Capture caller data and experiences

Asking a caller for their contact information – names, addresses, and phone numbers is great for relationship building, but you need a backup system to combat the inevitable occurrence of human error. Call tracking services not only provide a back up of caller information, but the recorded conversations are invaluable to gain insights on your sales team’s capabilities, the customer experience, and how employees are responding to sales and service inquiries.

Nurture & Sell to buyers

With a call tracking system, you can download valuable demographic information (like average household income and average home value) that empowers you to tailor your communications and make them as relevant as possible to the caller. And, adding this information into your CRM system makes the call data all the more valuable. Add these new leads to your mailing and prospect database, and include them in future advertising, promotional and marketing campaigns.

Simplify the Process with Speech Analytics

While tracking and recording customer conversations is very important, monitoring, analyzing and reporting on the content of those recorded calls can be time consuming, and a drain on valuable employee resources. To keep an edge on capturing new leads and customers, companies need effective monitoring techniques to easily assess overall trends and insights into their customers.

A speech analytics solution analyzes calls and searches for specified keywords and phrases to support your business’s unique goals. Speech analytics technology transforms manual call review into an advanced, automated process. Companies use the insights and call data from customer conversations to gain business intelligence, enhance revenue, control costs, and diminish risk.

A robust speech analytics system will provide statistical and trending analysis, as well as ways to facilitate the sharing of these call analytics throughout multiple departments within an organization, not just the quality assurance department.

Nearly every facet of a business will benefit from a dedicated speech analytics solution, from understanding which marketing campaigns are generating and retaining customers to competitive intelligence to gain an edge in the market.

To learn more about CallFinder’s speech analytics solution, schedule your demo today!

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