From Impossible To Inevitable: How Hyper-Growth Companies Create Predictable Revenue

by Aaron Ross

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The last time

you called a bank, how many × did you have to enter your credit card or account number before you got to the right person? When a customer calls Topcon, their call center/telephony system, NewVoiceMedia, compares the phone number against data in Salesforce.com (used as their Global Case Management system) and can automatically route that person to the right agent. The customer doesn't have to type anything. For example, if they are marked in Salesforce as a gold-level

Call center Software that auto routes callers based on their support level

What to do before hiring sales people

PCR is a meaningful growth trend to track.

of specialization and dedicated prospectors.