Noble Systems Corporation have announced the results of its latest survey of contact centre operations, revealing that whilst one-half of companies surveyed use Sales Force Automation (SFA) tools for inside sales, most organisations continue to rely on manual calling by their sales representatives to make contact with prospects.
Of the more than 500 total participants in the survey, 50 percent utilise some type of Sales Force Automation software to organise information on their customers and prospects. However, less than 10 percent of companies with inside sales teams have automated their lead generation and sales activities through the use of automated contact technologies. These groups continue to task their sales representatives with using manual tools to schedule work lists and make call attempts.
Numerous studies show that integrating outbound contact technologies – such as automated dialling, right time to call, right party contact, messaging and analytics – into their contact strategies enables inside sales groups to prioritise high-value contacts and increase sales. Noble Systems’ premise and cloud contact technology solutions, including the Unified Composer Agent desktop, CallTech and OnQ contact strategy management, Web Insertion Services for list management, and more, can be embedded directly into SFA software tools to help streamline workflow for sales reps, allowing them to make more contacts and close more business.
Ashley Clayton, Managing Director of Noble Systems APAC said, “Using Sales Force Automation without outbound contact automation can cause inside sales groups to miss out on the benefits that the integrated technologies can bring, and may lead to them missing out on new sales opportunities. Noble’s flexible technology platforms for premise and cloud environments can help teams decide who to contact and when to contact them for the optimum result and allow teams to respond more quickly to new leads to achieve improved overall performance and increase sales revenues.”
Conducted in the second quarter of 2013, the survey sought direct input from contact centre managers about their businesses. The survey received responses from companies located across North America that service a variety of sectors, including consumer products, b2b, travel, health care and more.
For additional information see the Noble Systems Company Profile