Inside Sales Tips: Should Inside Sales Reps be Held to Schedules?
Should inside sales reps be allowed to pick their own schedules and come in to work as they wish as long as they get the job done? Isn’t autonomy and flexible schedules one of the things that all sales reps want to have?
These questions get asked a lot. Our own reps ask them. Our customers and prospects ask them.
I have a few questions and thoughts in return:
Q: Do your inside sales reps find their own leads or do they respond to inbound web leads provided by the company?
A: If they respond to leads then schedules are important.
We have found that by far the best way to respond to web leads is with immediate response technology (which we pioneered) that calls leads back in less than a minute and routes it immediately to a Business Development Rep (BDR) to pre-qualify and hot-transfer to an inside sales rep if they are available.
This means that you need to have BDRs and Inside Sales reps available when the leads come, don’t you think?
Well planned scheduling is far more important for inside sales teams receiving inbound leads.
Q: How much fall-out do you have trying to set appointments and call people back versus taking the call right then? 30%, 40%, more?
A: Basically, an inside sales model that responds to inbound leads required far tighter scheduling to have people ready to answer and respond to calls than an outbound model. But you know what, even an outbound model benefits from hot-transfers from appointments setters to closers if it is a “specialist” model that hands off phone calls (and our Kellogg research found specialist models to be significantly more efficient and effective.)
If you can have qualified reps ready to take calls at any time, do it!
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A Complete Summary of Ken Krogue’s Forbes Articles, Including his newly updated “Definition of Inside Sales” and his #1 on all of Forbes (and his most controversial) article “The Death of SEO”