Should You Outsource Your Sales Calls?


Choosing how to run your business’ sales calls can impact the way your business makes its sales and interacts with valuable leads. And so, it is important to decide how you want to handle sales calls. Whether you want an in-house sales team or you’d rather outsource calls, the following article will offer an in-depth look at the details of each.

In-House Sales Teams

Most companies with large outbound call volumes handle sales calls in-house. This is because in-house, they can train employees according to their standards and ensure they live up to them. Managers of these companies may even choose to get outbound calling from a phone service provider that supports their outgoing call volume. That is, it enables them to call large volumes without having to pay extensive calling rates.

In fact, certain virtual phone service providers, like United World Telecom, will give you the ability to customize your outgoing caller ID. This means that when you call internationally, you can override your ID and display that area’s local ID instead. This makes your call appear as a local one, encouraging customers to answer.

As a manager, you can run other quality assurance tactics such as performance analyses, review call recordings, listen in on calls, etc., to study how your salespeople are handling calls and how they can improve. The ability to closely monitor and improve is why most companies prefer having in-house sales teams to handle sales calls. 

Additionally, cloud-based providers offer outbound calling or call recording software for fairly reasonable monthly charges. And these features and tools are easy to set up and use. So, with these tools, it is easy to build a sales dream team that runs right out of your office with your top salespeople.

Outsourcing Sales Calls 

However, if you do not want the hassle of watching over your calls or your employees on the regular, then you may consider outsourcing your sales calls. Companies usually outsource sales calls to call centers that specialize in services such as:

  • Lead generation
  • Outbound calling (cold and warm calling)
  • Follow-up calls
  • Appointment setting
  • Sales and telemarketing calls
  • Customer service and support calls

These call centers hire and train agents and representatives in the necessary interpersonal, marketing, and customer service skills. They use market research, analytics, and call center technology to reach the customers you need and want. Some call centers are physically located while others are virtual, but they all perform the same function: making and answering calls on behalf of businesses.

With outsourcing, everything is taken care of at the call center’s end. Their agents are trained and monitored by call center managers. You view the results as you watch your sales grow and more customers come to your business.

What is Right for Your Business?

However, these call centers typically work with multiple different businesses and so, they are not entirely customized for a single business’s specific needs. Furthermore, your business does not interact with the clients or agents directly. Chances are, as a result, you will miss out on gathering important information such as:

  • What sales tactics are working?
  • Which sales tactics are not successful?
  • Which customer demographics are responding well to your product/service?
  • What does your target audience think of your product/service?
  • What issues might your target customer be facing?
  • Potential suggestions/feedback.
  • Other customer preferences and behavior patterns that may be useful in serving or targeting them better, and so on.

But, at the same time, if your needs are not that specific or you are simply starting out, outsourcing your sales calls may be just what you need. Having someone else take care of these calls will free your business team up to focus on other things such as marketing, product development, and so on.

Ultimately, how you want to handle your business’s sales calls depends on where you are within the life stage of your business and how much control you want to have over it. Either way, tools and resources are available for you, whether you choose to go in-house or you opt to outsource. By knowing your options, you will make an informed decision that’s right for your business.