Impact of Dedicated Internal Phone Sales Support (Inbound/Outbound) or Sales Assistance*

Sales Research from The Chally Group

At a mature product/service company, randomly selected customers and their sales rep were assigned 30% of an inside telephone "partner's" time (each sales assistant supported three field sales personnel). The customers who had access to specific internal support indicated appreciable sales improvements compared to those who only had access to a 1-800-number non-dedicated group of inside personnel.

1. Customer satisfaction ratings were 18% higher for the dedicated group
2. The % of business obtained was 15% higher for the customers with dedicated inside support
3. Sales volume 23% or higher
4. The increase in lower dollar cost/higher volume "standard" consumable products was 30%

* Based on interviews and purchase pattern analysis of 107 randomly distributed customers with "dedicated" support and 109 customers with access only to "non-dedicated" 1-800 support.