This is probably the number one note in any lead management or CRM system, but am I helping or hurting? This has become an interesting discussion among our icoSales clients. So, let’s analyze a couple of side of the debate and then open it for comments:
Leave a voicemail:
- They know I attempted to contact them and did it quickly
- They get to hear my company’s name and a 5 sec pitch
- It may generate an in-bound call, which reduces my contact/call ratio
- If they call me back it is an indication of interest
- If I leave a voicemail I don’t have to keep track of them until and if they call back
Don’t leave a voicemail:
- I show them I am responsive with a lead receipt email and by frequently calling until I contact
- My voicemail may not be appealing to or even deter my prospect from taking subsequent calls
- I do not get an opportunity to pivot objections or overcome a pre-conceived notion or bias
- They submitted an Internet lead because they want me to do the work, not wait on hold when they call back
- There is some data that shows that call-backs actually do not convert as well as outbound contact
- Inbound calls are disruptive to my outbound call flow and efficiency and my interrupt my service to another customer-inbound should be handled by a different team
- I can efficiently track call back periods and make multiple attempts per day-I don’t have to play phone tag with the customer
What are your thoughts and experiences?
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