Multilingual Hubs – When Two Heads Are Not Better Than One
The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to...
Webhelp has provided inside sales services since 2002, with a large number of clients across all sectors. Our multilingual services are available in over 40 languages, and we have a global team of 500 people and counting.
Our approach is closer to full account management than standard telesales. We undertake a complex planning and alignment process before launching any sales campaign. Everything is covered, from scope assessment and recruitment to knowledge transfer and the creation of an IT environment.
As soon as a campaign goes live, we start to engage accounts in accordance with client processes and definitions. We customise our service delivery as necessary, based on geography and local culture as well as language, and always in alignment with client processes.
Our communication with client accounts has to be relevant and effective – we primarily focus on the contacts that will deliver results. We maintain strong links between the marketing department and the product and solution specialists on our B2B sales teams. This enables fast, effective message delivery and allows us to base cross- and upselling strategy on insights like Voice of the Customer.
Our strategy is to create a solid lead generation “engine”, powered by data and maintained by monitoring and client communication. We move through a number of stages in detecting and scoring leads, including data mining and cleansing, segmentation, website activity tracking and collecting feedback from targeted prospects. We augment inbound marketing activities with sales calls, creating better results for our inside sales teams.
Our engagement cycle doesn’t end with appointment booking – we consider it one important element of an ongoing process of communication and account management. Appointment making can be done by our own inside sales experts or by our clients’ teams. We can book time with customer field teams or arrange meetings on behalf of clients.
We provide end-to-end process management from our expert inside sales teams. Continual monitoring and examination of KPIs contributes to ongoing quality while allowing us to take a flexible approach, addressing challenges as they arise.
Also managed end to end by our teams, our indirect sales service is particularly popular with mid-market organisations. We provide a streamlined invoicing process and map out all goals and account actions in full alignment with our clients.
The key to great channel management is planning, communication and ongoing monitoring and evaluation to enable successful, consistent sales from your resellers. It is also essential to be aware that partners will not always be brand loyal, and are often selling competitors’ products and solutions. We promote extensive monitoring and support from our relationship managers to address this challenge, and any others that may arise.