How to Get Your In-House Sales Department on the Same Team as Your Contact Center

same-teamTo maximize the results of all of your teams, it’s key that your in-house reps get on the same page as your outsourced contact center. The best way to do this is by always having an open line of communication between these two groups, as well as a clear understanding of the division of duties and workflow. Here, we’ll explain how to implement the outsourced sales team’s strategy into your in-house team’s strategy so the partnership will be a win-win for everyone.

Divvy Up the Work

In order for everyone to be effective, it’s important that all teams know their duties and understand how these responsibilities relate to other teams. For instance, for your B2B company, the outsourced sales reps could take care of quality cold calling, lead generation and even cross-selling and upselling to existing customers. Your contact center’s reps can warm up the leads, and can even schedule appointments. But who should be taking those sales appointments? Your in-house reps! It’s important that you lay out a plan for easy hand-off and easy communication, so that everyone involved can be successful and help grow your business.

Train Smooth Talkers

Encourage fluid and continual communication between your teams so that your strategy can be implemented smoothly. Make sure that clear communication doesn’t take a backseat to other business needs, because it is so important to actually achieving those goals. What’s more, make sure your outsourced sales teams know they are valued members of your overall business strategy, and often the ticket to meeting your goals.

Use these tips to keep your communication strong:

  • Establish channels. When you need to push out messages to your internal and external sales teams, make sure that you do so on established channels so that reps always know where to turn for the latest information. For instance, use a standard bulk email distribution to share the latest sales data.

  • Predictable, consistent messaging. When you have something to share with your teams, let them know in a predictable, consistent way. For example, strive to always publish sales goals on a certain day and time each week, and in the same format.

  • Interactive communications. You should make sure you are never just “talking at” your sales teams. But rather, always foster a two-way communication channel so that they feel free to ask questions and gain clarity on your business goals and strategy.

  • Be proactive. Anticipate questions that may come up from your teams, and publish relevant information before the questions even start rolling in. Your reps will thank you for anticipating their needs, and you will appreciate the continual productivity as reps aren’t disrupted by questions coming up in their workday.

  • Be sensitive to difference. Recognize the traditions of all team members, and provide information on other cultures so that reps who aren’t housed in your physical office space feel more connected to each other.

Implement a Plan That Works for Everyone

Setting clear and actionable goals, and then communicating them clearly to all members of your teams, is vital to your business’s success, especially in the B2B sector where it takes a little more effort to drive sales (since they’re usually big financial commitments). You have to get your in-house and outsourced reps on the same page if you want to achieve your goals.

Use the tips outlined above to always keep clear lines of communication to ensure that everyone knows what their job responsibilities are — from lead generation to sales management — and how they fit into the larger business strategy. Make sure the division of duties is clear to everyone so that each person can help play their part in the success of your business.

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RDI Corporation was founded in 1978 and is headquartered in Blue Ash, Ohio. We provide precise business solutions through a fully integrated outsourcing model and our clients ranged from mid-sized corporations to distinguished Fortune 500 companies.