Introducing Outbound: Unlock the other half of the customer journey

By Andy Vale
5 Aug 2022

2 min read

Are your sales team missing out on opportunities because they don’t have visibility of the customer’s story so far?

All too often sales team members begin a conversation without seeing the bigger picture, for example, not knowing what decisions led the prospect to this point. This lack of clarity could be what’s stopping your team from closing deals and achieving high success rates.

What’s crazy is that there is a simple solution that you may not have considered… show it to them! Being able to clearly see every step of the customer journey could be the difference between a sale and a lost opportunity.

Outbound call tracking, one of the latest additions to our call intelligence platform, is all about hearing the other side of the story.

You and your agents can both track and analyse all outbound calls in the same way you can with inbound, giving you clear visibility of all the calls made by your team and a better understanding of how your agents follow up and close deals.

We - and many others - firmly believe that outbound calls are just as important as inbound. Did you know, that despite the rise in automated solutions, a huge 75% of consumers still prefer the human interaction of a call? We crave the human element because it provides empathy and personalised experiences.

Want to see it in action? Here’s a quick video on Outbound and how it works:

By connecting your outbound calls to Conversation Analytics, you can unearth the insights needed to upskill your teams and rapidly improve your sales and service calls.

You can also attribute additional revenue to your activity with zero additional effort (and who doesn’t want that?).

Want a clear view of your customer journey?

We see you! Gaining a complete understanding of how your customers got to where they are is a critical step if you're serious about sending performance in your contact centre soaring.

But it's just one of five.

Our latest eBook, Turning Calls into Conversions – the steps contact centre leaders need to know, covers the rest.

You can grab a copy here.