Call Center Lead Generation and Sales Development

Posted by Leonard Scales

/ December 10, 2012 /

Lead creation is crucial for sales organizations. There’s no doubt about this. Competitive pressures have never been more intense for companies and lead generation is a vital mission for marketing and sales organizations. Maintaining and growing market share is the primary goal of lead generation programs. Effective lead generation programs can take many forms and can require a substantial investment. Without a steady stream of leads, sales organizations will not be successful. Actually lead generation is often referred to as the “lifeblood” of sales.

Ansafone Contact Centers has supported clients by developing and managing lead generation programs that have proven to deliver an excellent return on investment.

What Ansafone Contact Centers Offers For Lead Generation

Ansafone works with clients across multiple industries to design, implement, and manage lead generation and customer acquisition programs. The sole purpose is growing client revenues. Using our phone services, email management, live chat, website communication strategies, and social media monitoring, Ansafone has the tools, services, and experience to deliver lead generation and increase customer acquisition.

What We Do

Designing, implementing, and managing successful lead generation and customer acquisition programs requires expertise, experience, and a proven set of services.

Here’s what Ansafone delivers:
•Inbound telesales – business to consumer and business to business
•Outbound customer service and customer follow-up
•Email management and follow-up
•Live chat – help to eliminate abandoned online carts
•Direct response – targeted to the best customer profiles
•Customer focused surveys
•Member services support – application processing
•Customer CRM database maintenance – assuring greater accuracy and insights
•Lead generation strategies and delivery
•Spanish language lead generation (multilingual lead generation)
•Automation that captures and reports on customer and prospect interactions
•Trained agents that can capture leads for your program
•Customer renewal and subscription programs
•Payment processing
•Order taking and sales
•Teams trained in cross-selling and where appropriate, up-selling
•Pre-sales support and technical support screening

How We Do It

Ansafone builds campaigns so our agents have all the tools needed at their fingertips to be a seamless extension of you. Using a continuous review process designed to deliver consistent and predictable results for our clients; Ansafone uses a training process focused on product knowledge and training on your company’s brand and builds performance measures around your specific goals.

Ansafone’s lead generation programs draw on its foundation of high ethical standards and professionalism. All agent training, sales scripts, and sales motivators are in line with Ansafone high standards and those of our clients. Agents are sales trained using consultative techniques tailored to inform, influence, and close. In concert with our client we create scripts, or unscripted dialog if desired by the client, and tweak them as necessary to produce consistent results.

Ansafone measure performance daily to help assure goals are being met and exceeded on behalf of our clients. Our teams are available 24/7/365!

Ansafone’s lead generation team delivers consistent performance that aligns with our client’s goals for generating new sales and attracting new customers. In all cases our lead generation team attempts to create a positive interaction where customer and prospective customers feel empowered to spread the word over the social web!

Call Center Services For State Government Health Benefit Exchanges

POSTED BY LEONARD SCALES / DECEMBER 10, 2012 /
With all the changes occurring with national healthcare, insurers and state governments are more focused than ever on delivering cost effective coverage options, broad availability to healthcare insurance coverage, and enhancing member services. State governments will be offering some form of Health Benefit Exchange (HBE) to support this changing healthcare landscape. The HBEs will be a marketplace for health insurers to offer coverage options for individuals and for small businesses who offer healthcare insurance benefits to their employees. HBEs will change access to health insurance and the way insurance is purchased for millions of Americans.

All constituents involved with the HBEs (insurers, healthcare providers, government agencies, the insured) will need a simple and easy way to navigate the HBE’s eligibility requirements and guidelines. Of course there will be a website nevertheless, as with any new complex program; there will be lots of questions and some confusion. There will be millions of enrollees, perhaps several dozen of insurance providers, government agencies, insurance representatives, healthcare providers, and others involved with the HBE.

How can some of this complexity be managed from a constituent support point-of-view? Part of the solution is a partnership with a call center that offers a comprehensive set of services and one that has healthcare experience and certifying their employees in HIPAA which can is a key component in the healthcare field.

In regards to delivering services for a Health Benefits Exchange, an experienced call center will:

Answer questions regarding eligibility and program parameters
Answer premium and payment questions
Process complaints
Process appeals
Handle USPS mail requests
Record every communication and store every transaction – phone, email, audio, video
Provide member surveys
Enroll HBE participants – businesses and individuals
Support the certifications and renewals of insurers
Provide reports and feedback on HBE performance
Integrate with the State’s HBE applications
Support HBE website communications
Support multilingual and TTY communication services – phone, email, website response, direct mail, chat
Provide a secure environment for data
Provide redundancy for clients in the event of a disaster
This probably isn’t a comprehensive list but it’ll get you started on thinking about the communications your state can be expected to deliver when the HBE goes into effect.

Benefit of a HBE Call Center Approach:

24/7/365 level of coverage if requested – especially at the beginning of the process
Coverage of the languages important to a state – ongoing support
Consistent delivery of constituent services – enrollment, member services, issues resolution
Program metrics useful for measuring HBE success – for continuous process improvement
HIPAA compliance – partner that understands healthcare and its processes
Consistency in the level of customer services
Having an outsourced HBE call center could be a very effective way to quickly adapt to the changes that will happen in healthcare over the next few years and your call center partner should be a seamless extension of you!