In the era of improving customer experience, it amazes me how many organisations have removed the ability for you to speak with an organisations employees via a general office number.
When you are sales prospecting your objective is to reach a senior executive by phone. I can understand why business to consumer (B2C) organisations have a customer service contact number. When you call the customer service number, the fastest route to speak to someone is via the sales agent team (with the lowest wait times) who are generally helpful and friendly. Sadly, nearly all sales agents don’t have a general office number readily available, nor do they have the ability to route the call to the head office reception. Worst still, if the customer service team is offshore, for example, in the Philippines, the ability for the sales agent to route the call back to Australia to a receptionist is non-existent.
Most tech firms don’t have a general office number, but they ask you to complete a form online for sales or tech support.
There are still some organisations that publish a local Australian head office number on their website, which is answered by reception. Again, further to my previous article many organisations have their receptionists working from home without the functionality to be able to route calls to team members and thus can only email a message to the relevant team member. Thus, when speaking with the receptionist you spend your time either asking to be transferred or to be provided with the senior executive’s mobile phone numbers. And, you know how well-trained receptionists are not to hand out mobile phone numbers.
In turn, the most efficient and effective route to a senior executive is to call their mobile phone number. Mobile phone numbers can be accessed from paid subscriptions with companies like Lusha.com. Lusha recently raised a series B $205 million USD at a valuation of 1.5 billion USD. There is good reason for this. With companies removing the ability to contact their executives, combined with receptionists working from home without the right tools, providing senior executives direct mobile phone numbers is big business.
David Barlow, Founder & CEO, Ascendia Works, is passion about our clients experiencing outrageous success with their outsourced sales development program.