I’m probably going to take some heat for this statement. And I’m sure there are many examples for where the approach has been successful. But I will restate the view that I share with clients. If you are trying to sell into enterprises in North America, do not outsource the SDR function. Full stop.
Why shouldn’t you outsource the inbound qualification or the outbound appointment setting responsibilities, especially when it may not make financial sense to hire in-house? Because it generally doesn’t work very well, and even when it does, you may be providing a less than stellar impression to a prospect during the first direct interaction they have with you.
Look I know all of the benefits of outsourcing. It’s cheaper, the firms have people ready to start making calls right away and have access to data that you don’t have. But the drawbacks are significant. They include:
- “Dumbing down” of messages to adhere to a simple script required by outside firms
- Limited opportunities for ongoing and continuous enablement of SDRs and the ability to adjust based on what is (or isn’t) working
- Misaligned incentives where the firms are paid for appointments regardless of whether they turn into opportunities
- Lack of control around the specific experience being provided by the outsourced reps
- Pressure from firms to expand outbound targets when they quickly exhaust the initial ones
I can add a lot more to the list including the fact that you can’t promote external SDRs to field or inside reps, a disconnected relationship between the outsourced SDR and the rest of your company and near impossibility to use them for ABM programs unless you have a massive number of accounts.
Yes, there are some scenarios where it may work. You have a more transactional sales process and/or are selling into a very mature market with a broad-based solution that appeals to a large population. Or you are selling into European companies that are typically more accepting of outside “telemarketing” reps. But these are the exceptions, not the rules. I count on one hand the number of North American clients that have reported success with outsourced SDRs and I have lost track of the number of clients that tried it and deemed it a failure.
The best option is to hire a young and inexperienced (and thus far less expensive) SDR, put them through rigorous training and then make a point of having product marketing (or someone acting in a product marketing capacity) take responsibility for ongoing enablement. If you don’t have the volume to focus that person entirely on inbound lead qualification, then have them do outbound prospecting as well. You can also task them with researching accounts and contacts as part of ABM effort or find other valuable uses. Done right, you will see a compelling and rapid return on your investment.
Read Complimentary Relevant Research
Top Strategic Predictions for 2019 and Beyond: Practicality Exists Within Instability
Technology-based change is happening continuously, and most organizations struggle to see the change in advance. Continuous change can...
View Relevant Webinars
Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.