For most businesses, nothing matters more in the quest for success than sales performance. An operation can boast amazing analysts, cutting-edge technology and a stellar reputation for customer service but if its sales team fails to make sales, there will be significant issues when it comes time to balance the books.
Concerningly, a team of talented salespeople is not even a guarantee of success. They may be experts at sealing a deal but far too many top sales performers find themselves overwhelmed by the tasks needed to support their efforts. Spreadsheets, emails, calendar bookings, invoicing – the list goes on when it comes to the number of jobs they must tick off before being able to do the one they enjoy most. Studies have shown the average sales rep spends less than 25% of their time actively selling1 and that clearly has a huge impact on revenue.
Enter outsourced sales support. While the resourcing strategy is renowned as a cost-cutting measure, in the world of sales it is equally a revenue driver. By allowing in-house teams to spend less time on administration, businesses that outsource sales support effectively create more hours for their people to sell.
Looking outside one’s own four walls for sales support is a winning play and this guide will outline benefits, tasks that can be outsourced and tips for implementing a successful strategy.
What is outsourced sales support?
Outsourced sales support involves delegating sales-related administrative tasks to a third party. This can include lead generation, customer scouting and finalizing transactions, with many outsourcing providers equipped with state-of-the-art technology and tried-and-tested systems that maximize performance. They also nurture quality talent pools that allow clients to tap into specialist knowledge and expertise that may not be available within their own businesses.
Source: Sales And Marketing Business Process Outsourcing Market Report 2030 (grandviewresearch.com)
What are the benefits of outsourced sales support?
Outsourced sales support can deliver a range of benefits to businesses including:
- Cost efficiency: it has long been said that a penny saved is a penny earned and that is certainly the case with outsourcing. Partnering with an offshore sales support provider can result in labor cost savings of up to 70%2, not to mention help avoid expenses related to office space, equipment and training. It is also said that time is money and assigning sales support duties to external staff allows one’s own salespeople to spend more time making sales and, in turn, increasing revenue.
- Access to expertise: pursuing an outsourced sales support strategy is a great way to tap into the best practices of external experts. Outsourcing providers boast their own techniques and systems for supporting in-house sales teams, from proven methodologies to sophisticated CRM technologies. This can be especially beneficial for start-ups or smaller businesses that have historically tried to do everything themselves.
- Scalability: modern commerce is an ever-evolving environment and businesses need to be agile enough to respond when circumstances change. Outsourced sales support allows owners and managers to quickly increase staff numbers when demand rises or reduce scale during quieter periods. Crucially, outsourcing providers take care of the likes of recruitment and training, which removes another burden when demand fluctuates.
- Tap into new markets: resourcing constraints mean small to medium-sized businesses are often restricted from expanding into fresh territories or pursuing potential leads. Rather than forgoing such opportunities, partnering with an outsourcing provider can provide cost-effective access to sales support and make it more economical to develop new vertical or geographic markets.
- Access to technology: from data analytics to artificial intelligence, there is almost endless scope when it comes to technology that supports sales teams. Having the funds, knowledge and expertise to leverage them is a different story. Leading outsourcing providers use cutting-edge sales and analytics solutions that help in-house colleagues in their quest to connect with customers and reap financial rewards.
What sales support tasks can be outsourced?
Outsourcing providers can manage various tasks to support sales teams including:
- Liaising with customers regarding products or services
- Guiding potential customers through the sales journey
- Managing administration to assist in meeting sales targets
- Communicating with customers via voice or message
- Educating customers on relevant products and services
- Retrieving customer information and updating records in CRM software
- Responding to customer concerns and queries.
What sales support roles can be outsourced?
Outsourcing providers can support sales teams via specific roles including:
- Account coordinators: are your sales account managers drowning under the weight of administration? Outsourced account coordinators allow their in-house colleagues to spend more time selling by looking after tasks such as handling customer service matters, designing sales proposals, updating databases and preparing, filing and retrieving sales-related documents.
- Order processing specialists: when it’s time to manage the end-to-end process of customer orders, it’s time to consider outsourcing. Order processing specialists receive, verify and fulfill orders and partnering with a quality provider ensures the timely and accurate delivery of products and services to customers.
- Sales analysts: increasing revenues requires specialist support and this is where sales analysts shine. By running competitive analysis, forecasting and making recommendations, outsourced experts can help sales and marketing teams identify the best way to run successful campaigns or supply chain teams improve the flow of inbound and outbound products.
- Sales support administrators: like any business function, sales support features a myriad of tasks that are time-consuming, repetitive and sometimes monotonous. Think scheduling meetings, arranging travel, checking invoices and following up on orders and delivery. Outsourcing allows these jobs to be handled by hard-working and cost-effective offshore talents.
- Telecommunications specialists: sales teams thrive on the back of optimal telecommunications networks and experienced teams in outsourcing destinations such as the Philippines can make a world of difference. Be it design and implementation, resolving technical issues, security enhancement or security upgrades, there is a lot to like about looking offshore for telecommunications specialists.
Source: Guide to SaaS Sales Outsourcing (salespipe.co)
How do you choose an outsourced sales support provider?
Choosing an outsourced sales support provider should never be a rushed job. Take your time and consider these tips for success.
- Seek experience: sales support is too important to entrust to rookies. Look for offshore providers that have extensive experience and are only too happy to allow you to evaluate their past work, facilitate client testimonials and provide case studies. There can be significant differences between established providers and industry newcomers.
- Sales knowledge: many offshore providers provide general administration services but do not underestimate the benefits of working with an organization that understands the unique nature of sales support. From identifying trends to tailoring lead generation strategies, there is a lot to like about working with experts in your chosen field.
- Services offered: the outsourcing world is forever expanding3 and many providers have the unique advantage of being able to offer multiple services and skillsets. Sales support may be your immediate need but it is well worth teaming with a partner that can assist with additional tasks as required, with examples including HR, accounting and customer support.
- Communication: technology has made the world smaller but there is still no substitute for quality communication when nurturing a relationship. When choosing an outsourcing provider, look to partner with an organization that prioritizes how it communicates, from installing team leaders to regular updates and reports. Sales support staff should also be quality communicators, with the likes of the Philippines renowned for boasting a workforce with excellent English proficiency4.
- Value: we all know the feeling that comes when choosing between two providers with very different pricing models. Our advice? Be wary of going for the cheaper option. Opting for a budget provider may mean short-term gains on a balance sheet but there is often long-term pain when you fail to partner with a quality and reputable offshore provider.
What are tips for implementing a successful outsourcing strategy?
- Develop a focused strategy: a key factor in quality sales programs is aiming at the right customer segments. Likewise, business leaders should be strategic and target the sales support tasks that will deliver the greatest outsourcing returns.
- Develop quality processes: one thing that successful organizations typically have in common is a commitment to executable processes. Rather than stretching oneself too thin by rolling out an entire outsourcing program, it is best to initially focus on establishing one or two high quality sales support processes and gradually expand.
- Select the right tools: work with your outsourcing partner to evaluate technologies that support the sales team and determine which ones work and, as importantly, which ones don’t. This will allow you to identify gaps in sales support processes and determine what other technologies are needed to help.
- Commit to execution: you have the right outsourced provider. They have the right tools. Now you need to utilize them effectively to successfully help your sales staff reach their potential. Regularly evaluate your outsourcing objectives and the effectiveness of your provider’s tools and processes to achieve these goals.
- Adopt a flexible culture: if there’s one certainty about the business world, it is that nothing stays the same. Establishing a quality outsourced sales support team is a great achievement but it is just as important to be prepared to pivot, adapt and evolve as the sales environment changes. Flexibility is crucial.
Conclusion
By allowing organizations to tap into specialized knowledge and access quality tools and systems at a cost-effective price, outsourced sales support is a great strategy for boosting sales performance. With a host of experienced offshore providers ready to lend a hand, there is no reason for businesses – and their hard-working salespeople – to continue going it alone.
Offshoring is a naturally attractive option for many businesses but not all countries are equally suitable. Discover nine reasons the Philippines is the outsourcing destination of choice for so many organizations.
