outbound call center

Think Beyond Telemarketing with Outbound Call Centers

When outbound marketing is used in a tactical way, it strengthens customer relationships and heightens engagement. Progressive companies are looking beyond the idea of telemarketing to the unique opportunity to build a relationship with customers and work to fully establish a brand with the current customer base. Outbound calling is a vital part of customer care, but must be used in the right way in order to engage customers and provide a pleasant experience. We have several core tasks that should be used to turn outbound sales into more of an attempt at building a relationship with the customer that is positive. With these three basic steps, the customer becomes more engaged and invested in a product or brand. New Customer Welcome First impressions are important, and how you greet your new customers plays directly into how they feel about your brand. Welcoming your new customers can create a memorable impression – either positive or negative. While it may be faster to outsource customer service or welcome new customers through email, you create a personal, friendly, warm vibe when you connect with new customers through a phone call. A personal call placed at the perfect time can set you off on the right foot with every customer. Your outbound call center agents should be offering assistance to those who are buying for the first time, explaining promos and perks and introducing any services the customer may be entitled to. Taking the Pressure Off Inbound The goal of an outbound agent is to anticipate what the customer will need and reach out to them before they have a chance to dial an inbound center. When done correctly, this removes a large amount of strain from the inbound call center, and provides a positive customer service experience for the consumer. In order to meet their goals, outbound agents must have a unique skill set and a close relationship with inbound agents. Data analytics should be used for outbound agents to connect current customer with the correct services and products. Insights are extracted through previous transactions to determine exactly which services can be helpful to a customer. Calling Triggered by Events Your outbound agents are essentially looking to connect with the customer at just the right time. In this sense, they are telemarketers that know when to make the call. Special occasions, anniversaries and birthdays are ideal times to reach out to customers and offer them a special promotion or product. If you know what is happening in your customer’s lives, then your agents are likely to get the timing just right with a phone call. Be Proactive About Customer Care Free up your inbound agents with an outbound call center that functions correctly. Your agents should be using proactive activities in order to take the pressure off your inbound center and provide exceptional customer service. Start the process with a simple welcome to new customers, and gather data about how customers respond to your efforts. Once you’ve identified your target market and how they respond to your changes, you can design additional programs that match their needs.

Guarantee Outbound Sales Success with Metrics

On the surface, your call center is functioning just how it should. Your agents are regularly making calls, your employees are engaged with each other and they seem to be invested in the company. While it may appear that everything is going well, the only way to really judge your success with outbound sales is with metrics. Metrics are the cold, hard pieces of information that tell you exactly where your strengths and weaknesses lie. Call center metrics help you evaluate the value of leads, the strength of the call script, how every agent is performing, and the speed of the technology your agents are using. All of this is valuable information when it comes to making your outbound customer service calls more successful. Call Attempts and Contacts If you want to know if your team is on track, the first place to start is with the rate of calls going out per agent, per campaign and per team. This is called attempts. Once you have your data and numbers in place, you have a comparison point for future campaigns. Now look at contacts from attempts. Looking at the call contacts can help you determine which teams/agents are struggling and which are being successful. Once you’ve pinpointed which are functioning correctly, look to them to figure out how to make your other teams successful. Is it the intro they are using? Is it the technology or agent behavior like dispositioning? Is it a combination of several different things? Once you have a grasp on the data, you can implement new practices that will increase your sucess. Conversion You can make a thousand calls, but unless they turn into actual sales, your campaign will go nowhere. It’s vital that you are measuring outcomes for each lead: Not a real number or invalid Don’t call again or not interested Interested, but needs more time Not the right person to call or unqualified Successful lead converted to sale When you can compartmentalize every connection you make, you can determine if you need to improve your scripting, dialing window, offers, etc. Call Time Your agents should be spending their call time asking the correct questions, fleshing out the main points and coming up with the right solutions. While a script is important to your campaign, you must also be able to let the conversation naturally flow. Keep your agents on point and on message even as they build a relationship with the customer. The amount of time actually spent on a call can directly affect your leads that turn into real sales. Power dialing, CRMs, automation and screen pop ups help save time, but your agent needs to know how to manage their time on the phone. Metrics Forecasting Used correctly, metrics can help you forecast how your campaign will go, and give you an idea of which trends work and which don’t. Using metrics allows you to determine if you are using the right dialing systems, sales techniques, lists and call scripts. You can also set goals that are more realistic for future campaigns or jobs. Metrics can also be used to help you forecast which times of the day are busy and which are less successful. The Template Application Over time, as you pay attention to call center metrics, you can build a template that works for your call center. Adapt this template to each campaign, and your chances of success increase greatly.

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