How to set up a B2B contact center

For many people telemarketing is just intrusive calls, offering unnecessary purchases or sign-ups for a free event. However, a cold call is just a tool for business development. With the help of a telephone and a staff of trained specialists, the b2b contact centre effectively solves the following tasks:

Updating the database. That is, updating the list of clients, new points of sale and production, phone numbers and email addresses. Telemarketing specialists check the existing information and add new data to the database. This is necessary if such work has not been carried out in a long time, or if the database was obtained from partners and has not been checked.
Expanding the base of potential customers (searching for new clients). In this case, you need to find out if a certain company is a potential customer. If the answer is yes, the name and contacts of the organization are added to the list with the corresponding mark. Telemarketing works like a sieve, separating the grain from the chaff, and does not impose services/goods on those who do not need them and are not interested.
Lead generation. This is one of the most difficult and at the same time the most important tasks of telemarketing, since high-quality leads provide sales. It is rare to find a “hot lead” from the first call using b2b cold calling. Most often, you need to build communication with a client in several steps: from introduction to transferring the client to the sales department. Sometimes the whole process can take a month, sometimes it takes a year or even more. The sequence of actions can be different. It is important to call all customers at least twice a year and add information to CRM. This is how communication with the client is formed.

A b2b company should meet the following criteria:

the consumer uses the purchased products as raw materials.
your product is a means of production for the client (for example, a machine tool, packaging material, transport, office supplies).
the services you provide are necessary for the buyer`s business (for example, transportation, advertising and marketing services, consulting, HR services).
your clients are other companies that use your product for their purposes.

If your business falls into one of these categories, then the creation of a contact centre is more than relevant. The effectiveness of this tool is confirmed by practice and numerous positive reviews.

The purposes of the call centre largely depend on the type of company. In most cases, they have the following tasks:

organization of incoming and outgoing calls.
calling clients to carry out marketing research or promotions.
communicating in two or more languages.
multi-channel b2b support phone calls.

These are just a few of the main positions that directly affect business efficiency and profitability.

Needless to say, organising a call centre is not an easy task. It requires a responsible approach, as well as attention to all the details of the process. Suppose you have set the goals and results for your company to achieve. To implement them, you need:

placement provided with communication channels.
free phone number.
special software for b2b inbound call centre and b2b outbound call centre, which allows receiving calls, redirecting calls, forming statistics.
equipped workplaces.
qualified staff: top manager, agents, and back office.

Keep in mind that the initial setup of equipment and training of employees is only the beginning. For effective work, you need to constantly support the functioning of the department: