It’s too easy for human touch in the modern front office contact center to be pushed aside by technology. Yet when talking about making contact, it’s about two people, you and your prospect. And you don’t want just any connection. You want a great connection that leads to a relationship. 

In our experience, that is best achieved when technology is used to optimize the job that people do to connect with a steady stream of qualified contacts for you and your sales team.

The reality in business is simple. Buying and selling have always been and will always be between two human beings who come to an agreement on a given value proposition. And, yes, often that happens entirely online.

Then there are the many times the needs of a prospect are complex enough to involve a high touch sales team to develop a relationship and help the prospect find the best fit solution. 

The technology available can help bring them together, but it is still a one-to-one conversation and handshake, even if virtual, between two people that form the basis of that relationship.

When Tech is Too Much

A simple example of tech gone wrong is the ubiquitous phone menu. When you hear, “say or press one” do you feel that you are being well served? What if the phone menu makes it impossible to reach a real human over the phone? 

Another example is the avalanche of emails in our inboxes that all sound the same. Technology mindlessly wrote the emails and is mindlessly pushing them at, well, everyone.

Irritating potential and current customers are not conducive to healthy, long-term relationships. 

Technology with a Little Help from a Friend

The trick is to use technology to optimize what the people in our companies can accomplish. Can technology provide your sales team with a steady stream of qualified leads? It sure can. But that is just the start.

A front office partner can put you in the sweet spot with a technical infrastructure that enables contact at scale, yet with human touch to optimize messaging or engage prospects directly over the phone or chat. The result is to spark engagements that strengthen sales and long-term relationships.

Blending Human Touch and Technology in Modern Front Office Contact Centers

Omnichannel Lead Generation Waterfalls

How do sales happen? They start with a great connection that leads to a relationship. That is best achieved when we use technology to optimize the job that our team members do to create a steady stream of qualified contacts for you and your sales team. That’s what we call the Omnichannel Lead Generation Waterfall.

Messaging that fits with your brand and your business steadily flows over integrated communication channels to select prospects. The automated flow is monitored and managed by a professional SDR team to ensure a quality customer experience. Prospects are invited to connect and meet with your salespeople. 

Our clients enjoy an industry best meet rate around 80% of the meeting booked. These are quality conversation that start as relationships and result in business. 

Imagine this playing out at scale to 1,000 qualified prospects per week? That’s a great example of the modern front office leveraging people and technology to create lasting business relationships.

Customer Inquiries

When our system sees a prospect click on a link or open an email, an SDR (Sales Development Representative) is notified to call that prospect. Prospects are often impressed with the responsiveness and open to a brief conversation, right on the spot. That gets the relationship rolling.

We Interrupt This Blog to Go 100% Human Touch

Suppose you could combine the Omni Channel Lead Generation Waterfall with good old Handwritten Cards and Letters in your front office arsenal? 

QCSS has an entire division dedicated to communicating with pen and ink – real hand writers or “autopens” that do handwriting that looks like yours. QCSS sends millions of hand-addressed letters and cards on behalf of non-profits and companies to make a very personal connection with current, past, or future customers.

Relationship Coaching and Training

A guiding hand to teach your sales staff the fine points of building an effective relationship. Coaching and training that make a difference. Our Contact Center has the tech to tee up a contact, and then it’s up to your sales team to turn that into a relationship between two people. 

QCSS

QCSS can partner with you to increase sales, client retention, and find the sweet spot between high tech and high touch. We would love to talk with you about how that can work, how the process is set up, and the costs and benefits.

Contact QCSS to talk about putting some human touch in your Front Office

Frequently Asked Questions (FAQ)

What is a Front Office Contact Center?

Well, you’ve probably heard of a Call Center which primarily delivers telemarketing services. A Contact Center is similar, yet has multiple communication channels, digital and offline, to contact your intended audience. They would include contact through social media platforms, email, text, chat, phone, and, for offline, printed direct mail and handwritten direct mail.

What is Omni Channel Lead Generation

Omni Channel Lead Generation can target your prospective audience over multiple channels that are integrated. Integration is what make multi-channel, omni channel. Integration means that all message and response sequences over all channels are coordinated through sequence and campaign logic to shift messaging among channels to optimize response and audience engagement.

How does a Contact Center Utilize Human Touch?

Human touch increases the effectiveness of a Contact Center at least three ways. 1) By building human interaction with the programmed messaging sequences to make sure your audience is getting a relevant message they will respond to. 2) Using fully offline approaches such as Handwritten Direct Mail. 3) Putting the emphasis on relationships over technology with coaching to help sales team establish lasting relationships that lead to long-term business.