Episode Transcript
[00:00:01] Speaker A: This is Remote Rockstars, the Proximity Outsourcing Knowledge Suite.
Learn how we work, what makes us unique, how we stand out at taking care of our team, our client success stories, and get advice on the best practices that we discovered.
Listen in and let's scale your business fast and easy with proximity outsourcing.
[00:00:28] Speaker B: Hey guys, this is Karla and welcome to Remote Rockstars. This is the Proximity Outsourcing Knowledge Suite. And today we are going to talk about the five top roles that you can outsource for revenue optimization.
So some of you here may be new to outsourcing, some of you may be veterans at outsourcing, but you guys know that the most common tasks that people outsource are the most common roles are those of a virtual assistant, graphic designer, video editor, TikTok editor. We have a lot of those recently. And some are tech, are in tech. They do WordPress development, maybe chatbot development, Shopify, and some are managerial, which is actually what we're really known for, hiring project managers, client success managers and operations managers. But not a lot of people know and actually not a lot of people practice outsourcing for revenue optimization. So even before the pandemic, yes, a lot of businesses are already very open to outsourcing and hiring virtual assistants. You know, they see a lot of benefits to hiring elsewhere somewhere more affordable and then getting the same results for tasks that can be delivered quickly. Now, some of our smartest clients were quick to jump on the ball and hired key team members that helped them grow even during the recession. So for you guys who didn't know about my backstory, I actually have an outsourcing company that really blew up over the pandemic and I was able to grow from a zero to a seven figure company in a year without spending anything on ads. So just like us, we have shared some of our best, best practices and we've also seen some of our clients do the same.
The secret here is really outsourcing and hiring for revenue optimization. And so today I'm going to share with you five roles that you can hire and outsource with us so that you can improve your revenue and your bottom line. The first thing is lead generation VAs or lead generation virtual assistant. So the thing about lead generation is that a lot, there are a lot of processes that just needs consistency. It's, it is a lot of work, it's a lot of presence and it's a lot of time. I know several people, whether there are clients or not, our clients that spend all day on social media getting leads Replying to people on their inbox and then onboarding them and sending dms. And even though they get a lot of appointments because of that, it's just very hard if they're doing it all by themselves.
So even though you have an advantage in the game, if you are the business owner and you're talking directly to your clientele, if someone else is doing this for you and in your behalf, no one needs to know that it's not exactly you. A lot of people do this. It's not exactly unethical. And also, if you know and if you have help in building systems and scripts and you have a surefire way to get leads, meaning you're already doing this by yourself, then this is an easy thing to outsource. So you can hire a reliable virtual assistant that can do day to day outreach, they can do appointment setting, they can do follow ups, and they can also help with your calendar scheduling. So if you have someone who's focused purely on lead generation, it is such a great thing to take off your plate because you're assured of a steady stream of business even when you're on a vacation.
Now, there's two ways that you could do this. If you have a sure process, then you can just transfer all of the access of those accounts, the scripts, the templates, and you can have a VA just duplicate all of that and act in your behalf. Now if you don't have a sure process, you can still hire a lead generation VA and, and do trial and error. So you can have them, you can assign them to do a little bit of research on your competitor, trial and error, some scripts, some templates for you. And the good thing about this is you're not doing it all by yourself and you don't even have to do it at all. Maybe your VA can just do all of it and then they can report back to you what they have experienced. And the good thing about this is that you will now have data so that you can decide how to go about in perfecting your lead generation system. So lead generation can be tedious, it could be tasking, it is a lot of work. And if you are an innovator and a founder, a visionary type of person, this is definitely something that you want out of your plate. So just a little reminder, you can outsource that and it doesn't only give you more free time, it also could give you more deals and more business and more profit for your business. And so, all right, so let's talk about the next kind, the next item to Outsource or the next role that you can outsource is customer support with upsell. And so a lot of people sell things on the Internet, such as digital information, you know, ebooks or E commerce. And they have quite a.
[00:05:53] Speaker B: Requirement, they have Maybe at least 10 tickets a day to assist in terms of customer support. So some of these questions are like super basic customer support stuff. Like they need help on a login about their account, maybe they forgot their password, maybe they're asking about a shipment. And there's really no way to avoid these teeny mistakes. Right. That's why we set up a customer support system.
And a lot of companies are obsessed with providing good customer service. However, not a lot of people are actually taking advantage of using your customer support not just to appease your clients, but also to upsell them. And so whether you do this in house or outsourced, you know that you need to make it a daily mission to ensure that all of your customers are happy and that they have their questions answered. Period.
Now the bonus here is that because you are already in a conversation with them, you are in a great position to upsell them on something. So someone may be calling to ask about their package, but after you help them, they will be engaged in a conversation with where they will buy a complimentary item. Or if someone asks them for feedback and really gets to know their situation, then that customer support person can also recommend something that will help your clients on a higher level. So the extra bonus here is you're providing extra value to your clients and they're happier and maybe their bigger problems are now solved. But also the other bonus is you, you got some ka ching ching in your business because now there's someone who's just going to continue to upsell some stuff to the same people whom you have helped and who are already happy with your product or service.
The other upsell that could happen is that instead of purchasing one time, your customer support person can also sell them into a subscription based plan which guarantees you recurring revenue and predictable revenue every month. And so you know there are a lot of benefits into this. So customer support with upsell, also customer support that can gather feedback. Because the other extra, extra bonus that I can see here is that you can even use this time of talking to them to turn it into kind of like a feedback session where you can use the data to innovate your current offerings or maybe even release a new product or service line.
So that's number two and that's customer support and upsell virtual assistants. The Next role that you can outsource for revenue optimization. And this is not very common, but it's called a research and data virtual assistant. Research and Data VA so research and data management are. Data organization are some of the most overlooked tasks that actually help a company scale. We all know that there are little things that you want to be answered, found out, or organized, or even if you're just curious about something, but you just haven't gotten around to doing them yet. And that's okay. Only every other CEO or business owner is feeling guilty about this.
So you know whether you did a new promo and whether you want to collect feedback, or if you're wondering how your biggest competitor is doing, what the hottest topics are and what people are saying on YouTube, Reddit or Quora right now about your industry, or is there a real correlation between the number of Facebook followers and the growth of your income? So these may look like just curiosities to you, but they actually mean a lot to your business. And so get all the graphs you need to pull the triggers on lead generation, investments and even deciding for important management and leadership stuff in your business. Find out exactly maybe which subscription is burning a hole in your pocket. Or be the first to talk about interesting updates on important social media platforms.
So if you have one person who's really focused on collecting all of this data, organizing them for you, you can also make them do graphs, slides and give them the assignment of just presenting certain data that are important for your business, then this is definitely a super underrated role in your company. That's going to be a great roi. Because the best ROI that you're going to get here is you as the owner is going to make better decisions because now all of your decisions will be data driven and you have someone who's solely accountable for all of the accuracy, timeliness and the usage of all of this data. So yeah, definitely very underrated. But once you are at a certain level where a little number can mean a lot in terms of money or profit, you know, if you're a big business then then it's high time to consider hiring a research and data virtual assistant.
The next role that I will share is client success managers. So I know earlier we talked about customer support. Client success managers are very different kinds of people. So customer support, it's mostly the proactivity is in the client side. They want to ask something, they are wondering about something and then they call you client success managers. The proactivity is coming from them or it's coming from your company. They are Always proactive based on the needs and the goals of their clients. They are the clients advocates and their job is to make sure that they're happy. And that's why at Proximity outsourcing, all of our clients have a dedicated client success manager who definitely knows everything about their plan, their goals, their. Their CSMs are there from day one, even before they turn into a client. Even if they're just a prospect, we already assign each lead or each prospect a client success manager based on the time zone that they are located so that the CSM can be there from day one and really know their goals. And so what if you're awesome at acquisition?
You know, what if one post on Facebook and your DMs will get hit up for appointments?
So you're really, really great at getting clients, but how great are you at really making your clients stay and making sure that you're also growing basically your evangelists? So the problem with a lot of founders is they're really good at selling, they're great at making offers, and they are also very influential. And so they get these clients, but they really are not very trained at retention because especially if you already have a team working on the delivery of your product or your service, there's not a lot of space, you know, in your, in your head, there's not a lot of space to still make them like happier or, or maybe even get more business out of the clients that you have right now. And so sharing with you my experience, when I grew my company from zero to a million dollars in a year without spending anything on ads, my CSMs were definitely the linchpin. My client success managers made sure that they had a great relationship with all of our clients and that they were always there to make sure that they stay. So that's retention and that they, at the right time, they ask for referrals, and at the right time, they also ask for reviews. So I actually delivered a talk about this at a big conference in Bangkok where I talked about the three Rs of client success, and that's retention reviews and referrals. And that is actually the top three success metrics of great client success managers. So in our CSM team at proximity, our CSMs keep scorecards for satisfaction, spends time booking coaching sessions with your remote professional so that they also develop in their roles. They also are always on the pulse. If you need someone new, they're going to offer you a discount and an exclusive deal to hire a second or a third teammate. And their only job is to really make sure you're super happy and we're helping you grow your company. And so whatever you help your clients you know, do or like make happen, you can always race your level of providing value to them by employing client success managers. And the good thing here is that they don't have to be an in house hire, you can just outsource them to a company like us. You'll even have our basically our playbook in being successful in client success. So definitely consider it. If you deliver a high ticket product, anything over $2,000, it's high time to get a CSM.
And the last role that I really would love to endorse for revenue optimization is a social media va. There's just no denying that a lot of users of social media are also the consumers of online service based products or online.
[00:15:35] Speaker B: Physical products that are sold online, basically e commerce. So social media is such a big thing right now, but people could easily be scrolling through their feed and then they could simultaneously form their opinion of you or make a decision whether they're going to buy from you or not. So if your business benefits from content marketing, having a great social media VA would be a godsend to your company. You can delight your audience with funny memes that go viral, or you can also use your social media to post your menu up, make it easier for people to see your complete list of services. For example, you have a physical location. You can make you know posts about your map or maybe the Google Maps link. You can also tell stories about your happy clients, how you change their lives. You as the founder or the owner can also tell your origin story and have that indelible connection with your client. You can also use your social media as basically your online reception or front desk if anyone asks about getting an appointment with you or basically has questions about your services.
So if your business is ready to be more visible on social media, you should definitely use it to your advantage and hire a rockstar social media va. Now my tip here is that there are certain industries that work on certain types of social media. So a lot of brands will do good on Facebook and Instagram, but not on Pinterest and LinkedIn or some brands that will do good on Twitter but not on everywhere else. So it really depends on your brand and your goals. We'll definitely give you advice on a consult, but we don't sell advice and we don't sell consulting. We sell outsourcing. So if you need an expert to help you with that or with any item that I mentioned today, definitely let us know because we can also help you and connect you to to our partner consultants. So yeah, let's do a little bit of recap. The top five roles that you can outsource for revenue optimization. Number one, lead generation VAs number two, customer support and upsell VAs. Number three, research and data VA number four, client success managers and number five, social media VAs. And so with these five roles, it's very, very hard for you to fail, especially in bringing money into the company as long as you have a working offer and you know which part is really a needle mover in your company. So depending on those on the data that you get from those two factors, then you can decide which role is the best one to hire to assist with revenue optimization. So I hope you like this episode and I'll see you soon for other parts of this knowledge suite. You're gonna learn a lot about what it's like to work with us. We'll also give free tips on outsourcing and leadership and how to grow your business with a fully remote team. Thank you so much. This is Carla Singson and bye.
[00:18:50] Speaker A: This mini podcast is sponsored by brands under Proximity Solutions, LLC.
Visit our websites at Proximity Outsourc, proximityplacements.com and proximityprojects.com.
