Distance sales grew significantly during the pandemic driven by isolation. Online channels were the main target, with digital retail giants like Amazon achieving growth rates of 50% in a half. However, other formats for selling outside the physical store have also expanded, as shown by the survey by the Brazilian Association of Electronic Commerce (ABComm). According to the study, in 2020 telephone sales recorded a growth of 68% compared to the previous year.
The sales format still presents high prospects for expansion rates in the coming years. According to the report by the consultancy Juniper Research, the sector should grow 216% until 2027, with a global turnover of 15.6 billion dollars. Businesswoman and founder of Biessence Roberta Gomes specializes in this channel and points out that there is room to explore telephone sales, but that some key factors need to be considered for those wishing to enter this market. Check it out below:
1. Identify the niche audience
It is important to know your audience well and understand if that niche has habit of buying over the phone. Starting by asking yourself if your frequent buyers would adapt to this reality is the first step.
2. Know the legislation
Call center services are governed by Regulatory Standard 17, which determines, for example, a maximum workday of six hours per day for telemarketing operators. Knowing the legislation is essential to assess whether the sales channel is ideal for you and what challenges it brings.
3. Define whether the service will be outsourced or internalized
Another important document for consultation by any entrepreneur who intends to venture into call centers is the Outsourcing Law (Law 4330). With it, it became possible to outsource the service, which can be advantageous for small business. It’s important to evaluate costs and how they impact your balance sheets.
4. Invest in other communication channels
The industry’s growth has also brought more regulations. Anatel ratified a series of rules for determining what is called by the agency “abusive telemarketing”. Therefore, it is important to have other ways of attracting customers than just the connection that can be social networks and other digital channels and/or traditional means of communication.
5. Invest in technology
The digitization of services is a reality in all sectors and call centers would not be different. Chatbots, implementation of artificial intelligence and application service messaging are some of the tools that are already in operation and promise to grow in the future, reducing costs and increasing revenue.
By Pietra Amary
Source: Maxima
I am an experienced author and journalist with a passion for lifestyle journalism. I currently work for Buna Times, one of the leading news websites in the world. I specialize in writing stories about health, wellness, fashion, beauty, interior design, and more. My articles have been featured on major publications such as The Guardian and The Huffington Post.