Nacho
09-13-2004, 07:13 AM
One of the proyects I enjoyed the most in a consulting job in the past was measuring online traffic that converted in a sale via a call center. There was a faily large volume of this type since the nature of the business was to get that warm voice of recommendation to close the sale.
What we did was assign unique 1-800 phone numbers based on the search engine and even the high volume keywords. All this stored in a dbase, and when the user would hit the site it would display the right phone and leave a cookie (45 days) to track if the user made a 2nd attempt via a different route. It was a beauty, we could track SEO vs. PPC and pretty much know our ROI to a very small margin of error.
Closing the sale for this call center was very smooth, since they were all familiar with the web and the process. It was a small family run business with about 3-6 people on call duty from 7am - 9pm.
Now, my question is, has anyone had any experience with a BIG volume call center (15+ answering operators)? What was your experience training them? mayor obsicles? How were conversions? Any other measurements taken differnent from mine or in addition to?
What we did was assign unique 1-800 phone numbers based on the search engine and even the high volume keywords. All this stored in a dbase, and when the user would hit the site it would display the right phone and leave a cookie (45 days) to track if the user made a 2nd attempt via a different route. It was a beauty, we could track SEO vs. PPC and pretty much know our ROI to a very small margin of error.
Closing the sale for this call center was very smooth, since they were all familiar with the web and the process. It was a small family run business with about 3-6 people on call duty from 7am - 9pm.
Now, my question is, has anyone had any experience with a BIG volume call center (15+ answering operators)? What was your experience training them? mayor obsicles? How were conversions? Any other measurements taken differnent from mine or in addition to?