Generating leads is today the lifeblood of all companies, overseas data but do they know how to manage them? The term lead center may seem quite barbaric at first glance, but it meets a growing demand. Many companies are now overwhelmed by external calls and are unable to process requests. This obviously leads to loss of contracts and only a lead center can address this problem.
From then on, several questions arise for us: How can we explain the term lead center? Is it a simple call center or a call center capable of processing and generating leads for its customers? These are the questions that we will try to answer in this article.
A lead center is a new anglicism that is invading the telephone outsourcing market. Indeed, the term lead center groups together two distinct but very similar terms which are:
The lead (prospect in French)
The call center
The first of these terms is the act of deciphering the people likely to make a purchase. Lead generation can be defined as the detection of signals of interest emitted by potential customers, particularly via the web. These signs are measurable and quantifiable, such as the number of visits to the site, forms or exchanges maintained.
The second is the call center, which is the anglicism of the term call center. A call center can be differentiated on three levels.
A first level that will solve basic problems such as bad connections
A second level which comes after the first and is intended to resolve more technical problems.
Finally, a third and final one that intervenes if the two previous ones have not managed to respond to a problem. It is made up of highly qualified personnel like what we do . These are people specialized in a very specific environment who can respond to varied and very technical problems. Like levels 1 and 2, the latter do not follow a script because they know the technical aspects thanks to their sales and engineering training.