One of the things we’re most proud of here at Volkart May is the caliber of our professional outbound callers. Our team works diligently to create a fun yet productive work environment where individuals can thrive—and at the same time, our B2B and medtech clients can realize great results.
But until you’ve worked with us, it can be hard to visualize exactly how our business development team spend their days. Effective lead generation and appointment-setting takes far more than simply picking up the phone.
A day in the life of a business development representative
There’s a definite rhythm and a routine to outbound calling. There’s also plenty of room for variety. It’s this mix that makes the job interesting for our business development representatives.
Here’s how a Volkart May outbound caller might spend their day.
Morning
- Lay out the day’s schedule
- Remove distractions from the work environment
- Log into the calling platform
- Check for any quality assurance (QA) feedback
- Review projects assignments for the day
- Begin calling
Flexibility is one of the hallmarks of our operation. Outbound calling with Volkart May suits a variety of individuals, from college students and stay-at-home parents to photographers, musicians and semi-retired professionals. Callers get to define their own hours and even work from home.
That convenience also requires discipline. Business development representatives typically begin each day’s shift by laying out their schedule for the day. This means blocking out time for calling, any administrative or training activities, as well as breaks. Believe it or not, it’s easy to get caught up in the work and forget to stretch or step away; planning for breaks helps avoid burnout and stress.
Callers use our advanced call management software, which they can securely access from any location. It organizes their projects, prioritizes contact lists, captures information on each call and tracks progress. It’s the control center that callers use throughout their workday.
After logging into the system, an important morning activity is reviewing any QA feedback on the previous day’s calls. Our call center supervisors regularly listen to digital call recordings and proactively monitor each caller’s metrics. They provide positive reinforcement on strong engagements and helpful suggestions to improve future encounters.
A last step before starting lead generation or appointment-setting calling includes reviewing the day’s assignments. Depending on their skills and training, a caller may work on a single project all day, or call for multiple brands. The technology organizes the contact lists, call guides and other helpful details so everything is in one place. This helps everyone work efficiently.
Mid-day
- Break for lunch
- Continue calling
- Share news of a great call with coworkers
- Check in with mentor
On a typical project, a business development representative averages 35 outbound calls an hour. A good portion of these calls result in a conversation with the appropriate decision-maker. The caller may ask qualifying questions, discuss the company’s challenges and needs, and hopefully, convert the prospect to a next step, such as a follow-up appointment with the client’s sales team or sending a sample product.
On every call, our business development representatives also capture valuable information, such as current contact details, opt-in email addresses and background on existing products and services.
Calling also means navigating business phone systems, and talking to receptionists and gatekeepers to identify the right person to speak with. These tasks are valuable because they result in stronger data that helps future calls be successful.
Business development representatives stay connected to the rest of the Volkart May team in several ways. When working remotely, one of the most important ways is online chat. Here, everyone in the company can share updates, ask questions, participate in contests and keep each other motivated.
Another way we set our callers up for success is pairing newer business development representatives with more experienced callers who serve as their mentors. Several times a week, the mentor and mentee check in with each other via email and phone. Mentors answer questions, provide on-the-spot training and share their own real-world experiences and tips. Less experienced callers learn and gain confidence with peer-to-peer support.
Afternoon
- Attend a training session on a new project
- Continue calling
- Review team progress and goals
- Sign up for next week’s call schedule
We call throughout the day, beginning at 7 a.m. Central Time. Activities rotate according to business time zones, moving from east coast to west coast as the day progresses.
When a new project kicks off, business development representatives take time away from the phones. They have an opportunity to meet the client and hear firsthand about their business, their products and the individuals Volkart May will be contacting. These briefing meetings are very collaborative and helpful. It’s the first step in a week’s worth of training, role-play and preparation that precedes any new project.
A caller’s day ends in the afternoon with a last check-in on progress. There are formal metrics, like call attempts and leads generated, and informal activities, like call center contests and celebrations.
While every day might look the same from the outside, our business development representatives know no two calls are alike. If you’re ready to add muscle to your inside sales and lead generation efforts, contact us to discuss your project.
