1. SOURCING STRATEGY: This is a profile of the target company, and decision makers and influencers we are trying to reach.
1.1. Target Companies & Organizations
1.1.1. Target Business Verticals
1.1.1.1. Primary
1.1.1.1.1. Banking/Financial
1.1.1.1.2. Health Insurance
1.1.1.1.3. Insurance
1.1.1.1.4. Retail
1.1.1.1.5. Utility
1.1.1.1.6. Hospitality
1.1.1.2. Non-Targets
1.1.1.2.1. SLED/Gov
1.1.1.2.2. Manufacturing
1.1.1.2.3. CPG
1.1.1.2.4. Education
1.1.2. Characteristics
1.1.2.1. Revenue
1.1.2.1.1. $1B+
1.1.2.2. Location
1.1.2.2.1. USA/Canada
1.1.2.3. Characteristics
1.1.2.3.1. Call center supports customer service (external)
1.1.2.3.2. Heavy focus on CX
1.1.2.3.3. High volume of customer inquiries
1.1.2.3.4. Must have Call Center with IVR
1.1.2.4. Commonly Used Tech Stack
1.1.2.4.1. These technologies function to create IVR engagements but do not test
1.1.2.4.2. Genesys
1.1.2.4.3. Amazon Connect
1.1.2.4.4. Five9
1.1.2.4.5. Twilio
1.1.2.4.6. Avaya
1.1.2.4.7. Cisco
1.1.2.4.8. NICE InContact
1.2. Decision Makers & Influencers
1.2.1. Primary Decision Makers
1.2.1.1. CIO
1.2.1.2. Chief Customer Officer
1.2.1.3. Head/VP/Director of Call Center Technology
1.2.1.4. Head/VP/Director of Customer Experience/CX
1.2.1.5. Head/VP/Director of Customer Service
1.2.1.6. Head/VP/Director of Call Center
1.2.1.7. Head/VP/Director of Quality Assurance
1.2.1.8. Head/VP/Director of IT Operations
1.2.1.9. VP/Director of IT
1.2.1.10. Head/VP/Director of Telcom
1.2.2. Influencers
1.2.2.1. Development Directors (In contact center)
1.2.2.2. Voice Operations - Director +
2. OPENING 'GAMBIT': This is the structure of the call opening, customized for each prospect - always structured, never scripted.
2.1. (1) INTRO: Name of BDR and name of company
2.1.1. "Hello Sergio, this is Anthony from Cyara."
2.2. (2) RELEVANCE: Information about the prospect we use to derive "Relevance"
2.2.1. "Reason for my call.. I was doing some research and noticed <RELEVANCE>.
2.3. (3) TAG: Shorthand for what we do (pick one).
2.3.1. "Here at Cyara we...
2.3.1.1. help you measure and monitor your customer interactions, from development thru deployment and adoption.
2.3.1.2. assure your contact center delivers flawless CX.
2.3.1.3. are an automated customer assurance platform
2.4. (4) LAUNCH QUESTION: Open-ended; Used to engage prospect in conversation (pick one)
2.4.1. "Can I ask..."
2.4.1.1. How are these business changes affecting the needs of the contact center today?
2.4.1.1.1. Preferred question
2.4.1.2. If you could have insight into what impacts your customers in their interactions with you BEFORE they do, what would that mean to you?
2.4.1.3. What are you highest priorities when it comes to customer interactions?
2.4.1.3.1. CX persona
2.4.1.4. What area in your customer journey are you trying to improve?
2.4.1.5. What is your biggest issue with communication with your customers?
2.4.1.5.1. In the context of your call center
2.4.1.6. Do you have manual processes that you are trying to improve in your business?
2.4.1.7. What is the business impact if an error is introduce into your call center technology?
2.4.1.8. What is the impact of missed or dropped calls to your business?
3. NEEDS & DISCOVERY: These are the needs of a typical prospect. In 'Discovery', we are trying to identify which 'Need Profile' the prospect has.
3.1. Training
3.1.1. Types of Testing
3.1.1.1. Functional Testing: Tests to ensure that the IVR working as intended at the quality intended
3.1.1.2. Regression Testing: A type of backwards testing that tests the introduction or migration of new code or offerings into the IVR does not have conflict with existing IVR paths
3.1.1.3. Load Testing: The ability to test capacity to plan for peak hours
3.1.2. Use-Cases
3.1.2.1. External (Primary)
3.1.2.1.1. Customer Support/Service
3.1.2.2. Internal (Secondary)
3.1.2.2.1. Help Desk for internal communications in regards to benefits, suppliers etc.
3.2. Need Profiles: "I need ..."
3.2.1. To deliver on every customer interaction
3.2.2. To improve CPS/CSAT scores
3.2.3. To minimize manual effort of IVR testing
3.2.4. To Reduce customer journey errors that create poor customer experience
3.2.5. Mitigate Risk - Take out human error
3.2.6. The ability to continuously monitor that status of my contact center technology
3.2.6.1. - the overall business objective of reducing the cost to serve. This is why CC migrate. Reduce costs by moving the volume of CC to self-service.
3.2.7. The ability to rapidly support new business requirements
3.2.8. Deliver Innovation Faster.
3.2.8.1. Business wants to become more proactive in their customer service and personalized the experience. New digital tools and platforms are often introduced to enable that. Makes it harder and harder to deliver on the business requirements at the speed they need to.
3.2.9. Consistently Mitigate risk to deliver on SLAs and business objectives.
3.2.9.1. Understanding the customer through visibility of the actual customer journey data can improve processes to prevent missed SLAs to customers Improving customer journeys that span multiple channels makes it even more complex (and increases the risk) in delivering quality customer interactions
3.2.10. Maximize the value of a migration
3.2.11. Increase CC team efficiency
3.2.11.1. - with work from home, and new digital customer journeys many people are involved in ensuring flawless CX. It is increasing hard to share and gain visibility into the bottlenecks and the impact of each team on another.
3.3. Qualifying Questions
3.3.1. About how many agents do you guys have?
3.3.2. What is your contact center platform and is your contract center deployed on-prem or in the cloud?
3.3.3. Are you currently looking to change your contact center technology? Any plans of migration?
3.3.3.1. Who are you looking at?
3.3.3.2. If not, how often to you make changes to your customer journeys? Or how often do you want to?
3.3.4. How many different toll-free phone numbers do you have for your contact center?
3.4. Discovery Questions
3.4.1. V2
3.4.1.1. What is the impact of missed or dropped calls to your business?
3.4.1.1.1. How does this impact your role?
3.4.1.2. With COVID, how much of your call center agents have moved to remote?
3.4.1.2.1. FU: Does your org plan on moving back to an on-prem model?
3.4.1.3. What other factors do you think contribute to your CSAT score?
3.4.1.4. What is the business impact of a poor NPS or CSAT score?
3.4.1.5. What problems have your had with your contact center over the last year?
3.4.1.5.1. What impact does this have on your business?
3.4.1.6. Do you have initiatives to move your contact center technology to the cloud?
3.4.1.6.1. What is your plan?
3.4.1.7. How are you increasing customer loyalty today?
3.4.1.8. Do you have initiatives to move to the cloud? If so, why are you migrating?
3.4.1.9. How are you able to quickly deliver new customer journeys to your customers?
3.4.1.9.1. How long does it take to implement changes when the business requests it?
3.4.1.10. How are you mitigating the risk of your self-service initiatives?
3.4.1.11. How are you increasing collaboration across your teams involved in the customer journey?
3.5. Informs
3.5.1. General
3.5.1.1. Cyara is a CX Assurance platform that provides visibility across every step in a customer interaction by acting as a synthetic customer, to optimize customer journey's across voice, chat, web and more.
3.5.1.1.1. SMS and Email
3.5.1.2. Cyara enables organizations to optimize their self-service initiatives to maximize the value of every customer interaction.
3.5.2. Maximize Value
3.5.2.1. Cyara enables organizations to reduce the cost-to-serve across every customer interaction and deliver flawless CX.
3.5.3. Innovate Faster
3.5.3.1. Cyara enables organizations to deliver contact center innovations faster by ensuring that updates that are released are functioning as intended.
3.5.3.2. Cyara automates business processes for contact center technology to seize <new business opportunities.>
3.5.3.2.1. Financial: New Product offerings
3.5.3.2.2. Health Insurance: New members, differentiate against competitors
3.5.3.2.3. Retail: New product Offerings, Upsell
3.5.3.2.4. Utility: New members
3.5.3.2.5. Travel and Hospitality: New Product offerings, new members
3.5.4. Increase efficiency
3.5.4.1. Cyara measures and monitors customer experience platforms from development through deployment and adoption to deliver flawless CX.
3.5.4.2. Cyara provides end-to-end visibility of your customer jounreys across voice, chat, web and more, to drive collaboration and increase efficiencies across the teams.
3.5.5. Consistently Mitigate Risk
3.5.5.1. Cyara removes risk when making changes in your call center technology to continuously deliver high quality customer interactions.
3.5.5.2. Cyara enables organizations to understand customer experience by providing customer journey data to improve internal CX development processes and prevent missed SLAs.
3.5.5.2.1. Between IT and Business units internally
3.5.5.3. Cyara removes the risk to delivering on regulatory measures and SLAs, when making changes to your customer interactions.
3.5.5.4. Banking, insurance, and Utilities have compliance regulations by providing the ability to prove they are meeting regulations in the customer experience.
3.5.6. Stats/Validity
3.5.6.1. According to Forrester studies, Cyara has a three year ROI of 283%
3.5.6.2. According to Forrester studies, Cyara reduced the time spent dealing with errors by 90%
3.5.6.3. According to Forrester studies, Cyara recaptures value of 80% of abandoned callers.
3.5.6.4. If a defect costs 1 unit (e.g. 1 dollar) to fix in requirements and design… It costs 10 units to fix in system testing or acceptance testing… And costs more than 100 units to fix in production… Reference: George Labovitz and YuSang Chang (1992)
3.5.7. Customer Stories
3.5.7.1. Finance
3.5.7.1.1. 80% Reductions in regression testing time and resources
3.5.7.1.2. Improved Voice quality success rate to 99.7%
3.5.7.2. Logistics
3.5.7.2.1. Implmented automated testing to test every 5 minutes
3.5.7.2.2. Saved 40% time by automating testing vs manual
3.5.7.3. Road Side Assistance
3.5.7.3.1. Agero needs to ensure 24x7 reliability of call center.
3.5.7.4. Retail
3.5.7.4.1. Leveraging Cyara, a Major US Department store with over $5B in annual sales was able to detect a problem with their credit card processor and quickly remediate the issue.
3.5.8. Commonly Used Tech Stack
3.5.8.1. These technologies function to create IVR engagements but do not test
3.5.8.2. Genesys
3.5.8.3. Amazon Connect
3.5.8.4. Five9
3.5.8.5. Twilio
3.5.8.6. Avaya
3.5.8.7. Cisco
3.5.8.8. NICE InContact
3.6. Reference Customers
3.6.1. In writing
3.6.1.1. Insurance
3.6.1.1.1. Liberty Mutual
3.6.1.1.2. Travelers
3.6.1.1.3. Blue Shield of California
3.6.1.1.4. Assurant
3.6.1.1.5. Anthem
3.6.1.1.6. Healthfirst
3.6.1.2. Finance
3.6.1.2.1. Capital Group
3.6.1.2.2. ABM AMRO
3.6.1.2.3. ANZ
3.6.1.3. Services
3.6.1.3.1. Agero
3.6.1.4. Notables
3.6.1.4.1. AT&T
3.6.1.4.2. eBay
3.6.1.4.3. Vodafone
3.6.1.5. Tech
3.6.1.5.1. Oracle
3.6.1.5.2. ADP
3.6.1.5.3. CGI
4. OBJECTION HANDLING: These are the objections we expect to get, and are trained to handle effectively. To handle an objection, we listen to it, then embrace it, then question it.
4.1. Generic, or "Blocking" Objections
4.1.1. I don't have time right now.
4.1.1.1. Oh, I'm sorry I caught you at a bad time. Would be ok if I asked you a quick question?
4.1.2. I'm not interested.
4.1.2.1. No problem- this isn't for everyone. While I have you here, is that because you're not involved with that, or because you're already using something?
4.1.3. We already have a solution that we're happy with.
4.1.3.1. A lot of people we talk to say the same thing. May I ask what you're using?
4.1.4. I'm not the right person.
4.1.4.1. Oh, sorry about that. You fit the profile of a lot of people we typically talk to. Do you mind tellling me a little more about what you do?
4.1.5. We don't have budget.
4.1.5.1. That's completely understandable- I didn't expect you to have budget out of the blue like this. We're reaching out to companies in your space to let them know about us. May I ask...
4.1.6. Is this a sales call?/ I don't take sales calls
4.1.6.1. I hear you- I'm not a fan of sales calls myself. This is a cold call, though, and we're calling similar companies in your space. I was reaching out to you because I noticed <Relevance>. May I ask....
4.1.7. Why don't you send me some information/email?
4.1.7.1. Part 1: I can definitely do that. The white papers and case studies I send over can take some time to get through and the feedback we've gotten is that a 10-15 minute call gives a better understanding of what we do. How does <DAY/TIME> work?
4.1.7.2. Part 2: Sure, I can absolutely do that. I want to make sure I'm respectful of your time and send you the information that's most relevant to you. Do you mind if I ask a quick question in order to do that?
4.1.7.2.1. If Yes: Great, Can I ask... <Launch Question>
4.1.7.2.2. If No: Sure, I can send that email right over and follow up <specific day>. Can I grab your email address?
4.2. Qualifying Objections
4.2.1. When we respond to qualifying objections, we <EMBRACE>, <INFORM> and <QUESTION>.
4.2.2. I've never heard of you guys, Cyara?
4.2.2.1. We hear that sometimes. Cyara is a CX assurance platform works with over 300 leading global brands such as Google, Amazon and Visa. Can I ask..
4.2.3. We do our testing manually.
4.2.3.1. Manual testing is how many organizations start out. A complex IVR can have over 2,000 paths. Cyara takes out human error by automating testing and continuously monitoring call center technology to ensure the delivery of high-quality customer service. Can I ask...
4.2.3.1.1. What is the business impact if an error is introduced to production?
4.2.4. We don't do testing. We don't need to.
4.2.4.1. We hear that sometimes. Cyara automates testing and monitoring to assure customer satisfaction and getting the most out of each customer interaction. Can I ask...
4.2.4.1.1. What is the business impact if an error is introduced to production?
4.2.5. We are handling this internally.
4.2.5.1. That's great that you have a process in place. Cyara removes risk by automating testing and continuously monitoring call center technology to ensure the delivery of high-quality customer service. Can I ask...
4.2.5.1.1. How are you testing your contact center technology today?
4.2.6. We outsource this function.
4.2.6.1. Manual testing is how many organizations start out. A complex IVR can have over 2,000 paths. Cyara takes out human error by automating testing and continuously monitoring call center technology to ensure the delivery of high-quality customer service. Can I ask...
4.2.6.1.1. What is the business impact if an error is introduced to production?
4.2.7. We are in the middle of a cloud migration.
4.2.7.1. That's great! Cyara is uniquely positioned to be leveraged during a migration because the solution can ensure every step along that customer journey is what you planned it to be. Can I ask... do you know what your defect escape rate goal is? How do you know today, that you can meet that goal?
4.2.7.1.1. How will you be testing your IVR in the cloud?
4.2.8. How do you ensure CX scores improve?
4.2.8.1. Good Question. Cyara enables organizations to optimize their self-service initiatives to maximize the value of every customer interaction by proactively addressing problems in your call center technology. Can I ask...
4.2.9. Perceived Competition
4.2.9.1. That is great that you have something in place. Here at Cyara, We deliver end to end visibility across voice, chatbot and web in one place. Can I ask..
4.2.9.1.1. How has your experience been with <competitor>?
4.2.9.1.2. According to Forrester studies, Cyara has a three year ROI of 283%
4.2.9.1.3. According to Forrester studies, Cyara reduced the time spent dealing with errors by 90%
4.2.9.1.4. We have been named the top technology in this space by CCW
4.2.9.2. That is great that you have something in place. Here at Cyara, we deliver the ability to communicate holistic Customer Experience from technical to business folks in a meaningful way which results in steady improvement over time. Can I ask...
4.2.9.3. We have been defining this offering for the last 13 years where we are bringing efficiency to call cetner technology to deliver high quality customer experiences to thier customers.
4.2.9.3.1. Can I ask...
4.2.9.4. Empirix
4.2.9.4.1. Difficult to use, requires a technical expert for coding,
4.2.9.5. Others: Spearline, Nectar, Optimum, Operata, PumpCX, Occam, IR
4.2.9.5.1. inferior technology
4.2.9.6. Outsourced
4.2.9.6.1. Infosys, Cognizant, Accenture
4.2.9.6.2. Manual process with room for human error, expensive and does not scale
4.2.9.7. Do Nothing
4.2.9.7.1. ~80% of the market does not lervage IVR testing
4.2.9.8. Manual
4.2.9.8.1. Cover just the tip of the iceberg in the customer journey. Has potential to introduce errors in contact center technology, room for human error
5. THE OFFER & CLOSE: Each call has its goal to drive the prospect to take action. The 'Offer' is the action we want the prospect to take.
5.1. The Offer
5.1.1. 1. Based on this conversation, it sounds like you might be interested in learning more about <RESTATE THE NEED DISCOVERED>
5.1.2. 2. I can show you how <COMPANY NAME> can help with that. It will take a quick 20 or 30 minutes on a call. How is <DAY / TIME > for you?
5.1.2.1. "We like to start by having a quick scope call to better understand your time frames, project requirements, and answer any initial questions you may have for us."
5.2. The Close
5.2.1. 3. Great. Can I get your email address? Here's what will happen next. I will send over a calendar invite from me. Please click 'accept' on that so it will show up on your calendar.
5.2.2. 4. And if for any reason you can't make it at this time, please just let me know. Rescheduling is not a problem. I look forward to speaking to you then.
5.3. Closing Objections
5.3.1. I'm not the decision maker/call my boss
5.3.1.1. That’s completely fine. I’d be happy to include your boss on the invite in order to discuss this further. How does <DAY/ TIME> look for you?
5.3.2. I have to show this to my team first
5.3.2.1. Absolutely! You know, a lot of people I talk to find that bringing their team in to speak with my colleague gives them a great idea of what we do and answers any questions on the spot. How does <DAY/ TIME> work for you and your team?
5.3.3. Call me back in x amount of time.
5.3.3.1. I understand this may not be a priority right now. A lot of people I’ve talked to have found that a brief 20 minute call before it becomes a huge priority will give all of the information you need so when you do get to the evaluation process you’ll be well acquainted with us and have all of the information handy. How does <DAY/ TIME> work for you?
5.3.4. I'm not in front of my calendar
5.3.4.1. Totally understandable. I’m going to go ahead and send a calendar invite for <DAY/ TIME> and if that time doesn’t work, we can coordinate from there to find a time that works best.
5.3.5. Send me an email/more information
5.3.5.1. I’d be happy to send you over this information. I’m going to attach the info to a calendar invite for <DAY / TIME> so we can review the information with you and answer any questions you have.