- Blaire Group

Call Centers / BPOs

Cold-Calling Observation

Blaire Group analysts observed 4,650 cold-call presentations made from twenty-five (25) different Call Centers / BPO providers prior to Must-React training. The research clearly shows that Call Centers / BPO sellers, when cold-calling, adopt a cold-calling presentation style and scripting that incorporates value-proposition and product-benefit language into its messaging approach. Our research further shows that target buyers, i.e. IT executives and functional business heads, are not responsive to presentations that are interpreted as “unsolicited sales calls”. What’s more, their executive assistants, i.e. gatekeepers, are trained and held accountable to insure that these target buyers are never “bamboozled” into unsolicited sales calls. Our research concludes that middle and senior-level executive buyers have neither the time nor the inclination to respond to solicitations for new product introductions. Presentations that are centered in value-proposition language must be de-constructed, and reconstituted into a language of persuasion for Cloud Computing / Saas sellers to achieve better access to its target buyers.

Cold-Calling Pressure Points

The research indicates that there are six areas of vital concern for sales professionals who cold-call within the Call Centers / BPO industry.

  • Introductory Statement - Call Centers / BPO professionals wrongly adopt value-proposition, product- benefit scripts. This type of selling language is at the expense of true persuasion (see paragraph below The Pitfalls of Value-Proposition Language).
  • Objection Management - This group of sales professionals, including seasoned veterans, are unable to manage both simple and complex objections in the context of cold-calling.
  • Voice Mail Greetings - Call Centers / BPO sales professionals receive voice mail greetings more than in approximately 50% of all outbound dials. The average callback rate is less than 1%.
  • Inability to Close - In the context of cold-calling, this group of sales professionals do not demonstrate an ability to close for a meeting with a date & time certain.
  • Lack of Call Structure and Viable Technique - Call Centers / BPO sales professionals do not possess a coherent call structure with an organized technique that will lead to success.
  • Activity Tracking - This group of sellers is not tracking appropriate metrics / activities that will lead to successful cold-calling campaigns.

The Pitfalls of Value-Proposition Language

As value-proposition language is increasingly outmoded, The Must-React System provides a approach for gaining access to target buyers of Call Centers / BPO solutions. By approaching your target-buyers on the basis of their professional mandates, you have an opportunity to engage them for an initial meeting. This is accomplished by offering research-based briefings presented on topics that are relevant, timely, and educational in nature. Sometimes referred to as industry-briefings, or analyst-briefings, or even technology briefings – they are short presentations filled with industry facts, statistics and other relevant data that is an amalgamation of third party, analyst research. This research is topically relevant to your target buyer. Deliberately, these presentations DO NOT incorporate value-proposition language, or even company overview information. Why? Target buyers do not respond favorably to this type of presentation style or content, especially in the context of an initial meeting. Rather, an industry-briefing presentation incorporates relevant, third party research that is compelling. Below are examples of briefing presentations that we have built in a PowerPoint format for various Call Centers / BPO solutions providers.

  • Optimizing Call Agent Retention and Improving Agent Productivity
  • Trends Driving World-Class Call Center Operations
  • Optimizing Call Center Operations to Improve Work Force Productivity
  • And Many More

Wisely, the talk-track associated with each industry-briefing is designed to stimulate the target to talk openly about his / her corporate or departmental environment in detail. The outcome of the research-briefing is a deep level of qualification of the target’s environment and potential buying needs. A percentage of the briefings then convert to a legitimate sales cycle. It is the definitive methodology for building sales pipeline in the Call Centers / BPO industry. The Must-React System is a turnkey methodology that helps build sustainable, fore-castable sales pipelines that converts to revenue quickly.

Cold-Calling Process Consistent with The Must-React System


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