Managing an Outsourced Sales Department – Where to Start?

January 26, 2022 Mimi Torrington

Virtual Business meeting

Solutions exist for outsourcing the full sales process, encompassing everything your in-house sales team typically covers. However, few executives would make the leap directly to a fully outsourced sales solution, and that’s understandable. The best way to start is to take a single sales process and outsource it with the specific goal of increasing customer acquisition; and then, monitor the results. How does managing an outsourced sales department help in better business profits? Explore these two examples:

Lead Generation Through Live Chat

Lead generation agent chatting with client on video call

In terms of lead generation, sales efforts can benefit enormously by addressing customers’ mobile-oriented lifestyles and meeting the customer where they are: online. One of the fastest-growing customer service channels is a live chat, where immediacy combined with a non-intrusive interface delivers higher customer satisfaction rates than email and phone. Unsurprisingly, it’s a powerful tool for lead generation.

It’s easy to see that the benefits of having salespeople operating a live chat interface. There are no busy lines, no robotic answering machines, and no waiting for a response. Additionally, a single live chat operator can support multiple customers at the same time – unlike telephone operators.

This makes the live chat channel an especially attractive one for organizations interested in outsourcing customer support processes. It is a low-cost, low-risk introduction to outsourcing that can boost sales and improve customer acquisition metrics immensely.

Product Activation & Consultative Selling - Managing an Outsourced Sales Department

Outsourced sales department

There are other, even subtler ways to incorporate outsourced sales processes into a larger customer acquisition strategy. Consider product activations – a time-consuming but necessary sales support process. Most organizations neglect to give product activations the attention they need as an important customer contact point during the sales process.

In this case, the scalable nature of an outsourced sales team can generate enormous value. The key is through the use of a consultative sales strategy. Instead of calling new customers and pitching new products to them while activating the ones they just bought, a consultative sales approach simply asks for information. That information drives the salesperson’s understanding of the customer’s needs and allows for a constructive conversation to take place based on optimizing company products and services to those needs.

Having an in-house team perform this kind of sales support work would drain the resources of even the largest global telecom companies. This is why so many choose to outsource product activations and use the information product activators gather to develop customer blueprints – matrixes of customer needs that inform future product package offerings.


Interested in finding out everything you need to know about outsourced sales? Check out our white paper: Reimagining Sales Growth Through Next-Level Outsourcing, or contact us for more information.

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