31 Mar 5 Easy Ways to Know If Your Winery Should Outsource Telesales
I am constantly asked by wineries, “why should I outsource my telesales?” And, “why do some of the greatest brands in Napa, Sonoma, Oregon, Washington, Canada, outsource their telesales to you?”
Well, at the 2016 annual DTC Wine Symposium there was a panel discussion called “Telesales Demystified: Is It Right for Your Business?” There was a comparison to outsourcing telesales vs in-house telesales. Of the 5 wineries on the panel, only 1 winery was able to successfully manage telesales in-house, while the other 4 wineries all agreed outsourcing was the best option for this type of DTC selling.
I know from friends in the industry that there are wineries that dedicate the required resources to having a true outbound sales team, but it takes a lot of skilled individuals, technology, overhead costs, and management. The following is a quick way to check if outsourcing telesales is right for your winery:
Industry Leading Knowledge – We Know What Works
- By working with a wide variety of wine businesses, we know that every winery is a unique business with a different shape, size, and customer following. Application of best practices has to be custom tailored to every client to ensure that their loyal fans get the experience they have come to love and enjoy. This type of attention to detail ensures that we connect with your loyal fans and reconnect with fans that may not have heard from you in a while and bring them back into the fold.
- At Chatterbox, we update our winery clients with metrics daily that we manage intensively.
- These include:
- Total Calls Made
- Contact % vs. list and vs. calls
- Order %
- Close %
- Total orders
- Net sales
- Volume/cases sold
- % of Focus Wines sold
- Average Order Value
- Best-selling SKU’s
- Top States
- Email deliverability
- Inbound revenue vs. outbound revenue and much more…
You get the point. These metrics not only give wineries insight to their customer loyalty but also create a baseline that helps forecast revenue and financial goals for future marketing campaigns.
- The cost to hire a team in-house between hourly/salary, commissions, benefits and 401k can add up quickly. Not to mention the liability of employees and managing them, and the cost of additional technology to make them really effective. It all needs to make financial sense, but a big advantage to outsourcing telesales is not having to deal with the added overhead and management cost of maintaining dedicated telesales staff.
- Chatterbox is a performance based company. We remove all the risk for wineries by only getting paid when we sell wine. We do the hiring and the training. Our model is a white glove and not overly aggressive to get sales. Everything we do is relevant and permission driven.
Expedited Revenue Stream
- Because we have the staffing and expertise in place, we can drive a lot of wine sales in a very short period of time. We’ve helped many wineries reach their quarterly and annual sales goals fast. Sometimes we sell out an entire vintage. The up sell opportunity over the phone typically outweighs eCommerce and email marketing. Most times we double the average order value that the tasting room generates.
Customer Service, Retention, and Loyalty
- Lastly, driving wine sales now and nurturing customer relationships can also retain customer loyalty. The power of a personal voice helping remind consumers of why they fell in love with your wines in the first place can result in substantial sales. Often times great hospitality and service result in wine sales. And even when a sale is not made, our goal is to continue the relationship that wineries work so hard to create with consumers. It’s always about keeping customers happy, driving wine sales, and always talking about your brand!
It is very easy to look at the word “telesales” and feel that it is not the right sales channel for your winery. But if you evaluate all the points above, you might realize that it can be the most stable and predictable channel of all. A professional firm can give you industry leading knowledge, metrics to track success, a low-cost with high upside, an expedited revenue stream, and the ability to perform high-level service.
The only question that remains is, “Is your winery ready for this type of success?”