Don’t let your call center efforts become just another of the Coral Springs outbound calling campaigns.
Outbound calling campaigns nationwide are initiated from a call center agent to a customer. These calls are made on behalf of the call center or a client and typically include telemarketing, sales or fundraising calls, calls for contact list updating, surveys, or verification services.
But to ensure your own Coral Springs campaign is one of the best, you’ll need to know what to do before, after, and during the actual call.
Want to know more about how to run successful outbound calling campaigns? Check out the tips below and figure out what you’ll need to succeed with your next calling campaign.
Top 8 Tips To Make Outbound Calling Campaigns A Success
#1: Start Off On The Right Foot With All The Info
The start to success for outbound calling campaigns begins with the right data.
Before your agents can even consider picking up the phone and dialing, they’ll need to know who to contact. For this, you’ll need to create a qualified list of prospects for them to call.
Don’t be fooled, however, it’s not enough to only think of your prospects in terms of industry. Neither is it enough to only consider location alone.
Instead, you’ll need to understand not only who your prospects are, but the why. Why would they consider using your product or service?
Answer this question and ensure that your agents have all the info they need to make the sale. This will require research first.
Knowledge is power, so make sure you learn more about prospects prior by browsing company websites. You can also check out social media outlets, such as LinkedIn.
#2: Kill “Dead Air”
A period of silence or unintended interruption of a video or audio signal during television or radio broadcast is referred to as dead air.
As “dead air” is one of the most frequently cited frustrations around consumers, it’s definitely something to avoid during outbound calling campaigns.
In fact, although a popular source of irritation, this is an issue that usually receives little attention.
While generally a byproduct of the underlying technology and infrastructure initiating an outbound campaign, this call latency or short delay that can occur when calls are being connected is a definite bad way to start a conversation with a customer.
In many cases, those you are trying to speak with on the other end will hang up or become frustrated before any conversation has even begun.
What’s the solution to kill dead air? Know the underlying architecture of the solution powering your calling campaign initiatives.
#3: Use A Solid Sales Script
What you probably already know is that you should use a sales script for your outbound calling campaigns. Or, at least take deploy a solid sales pitch outline.
Some businesses may think that these scripts seem phony and/or don’t resonate with those on the other end of the call. However, you simply can’t succeed on outbound calling campaigns without one.
Running just one script won’t help your business, though. Before you begin to launch outbound calling campaigns, you’ll need to develop at least two sales scripts.
Your agents should use both scripts equally in your campaign. As you go, track the end result of each.
If you’re using outbound call center software to manage your campaign, that’s even better. With this software, you should be able to track the success of both of your scripts with pre-determined call disposition codes.
#4: Avoid Impersonal Attitudes
Although consistency should be a key priority during any outbound calling effort, that doesn’t mean agents should let things get impersonal.
An agent who sounds like automatic or robotic is unwelcoming.
The most successful calls at your center will prove to be those during which an agent is the most informed and most genuine about what they are calling about and why. This means that the caller should have access to relevant information when each call is initiated.
Although this may require some integration between data management systems at the technological level, such as CRM or ticketing, it will be worth it.
In the end, it is up to each agent to take advantage of the data made available to them to improve their odds at a successful interaction.
At the end of the day, the true way to measure success isn’t to list how many calls were made, but rather how successful they were, right?
To get a clear view of dialer performance, give penetration reports a try.
Penetration reports are essential to agent administration since the reports will give a clear view of the dialer performance on the contact list.
The report will also give you a good look at the agent infrastructure.
#5: Anticipate Objections And Properly Prepare
Have you ever been told outbound calling campaigns are a total breeze? Probably not.
Solve problems before they start. While no one ever said it would be easy, you can definitely prepare for a smoother ride to calling campaign success.
To do this, you’ll want to know what some of your prospects most common concerns or objections are. This way, you can prepare answers for your sales reps to use in response.
This tactic will help your agents feel more comfortable and confident knowing that they have an answer for sales objections.
To anticipate common sales objections and train your reps on how to respond, they’ll also be able to keep the conversation on track more easily.
#6: Shoot For A Prime Time
The time you choose to call and on which day do matter.
In fact, research shows that there are best times of the day to attempt prospect calls. This prime time falls between 8 a.m. and 9 a.m., or later in the afternoon between 4 p.m. and 5 p.m.
There are also the worst times to attempt any outreach during the day. These hours to avoid fall around lunchtime.
When it comes to the day of the week, statistics show that Thursdays will be your best bet. This day of the week shows a 20% higher success rate, while Friday’s are the least successful.
Quick Tip: If your region is prone to occasional severe weather, take advantage of it. Since people are likely to be home during this time (and probably bored), they will be more open to speak with someone.
#7: Identify And Track KPIs
What Are KPIs?
KPI stands for key performance indicator, and it’s a type of performance measurement.
KPIs evaluate the success of an organization overall or a particular activity of an organization.
In order to choose the right KPIs, you’ll need to have a good understanding of what is important to the organization.
How To Use KPIs For Outbound Calling Campaigns
Use KPIs to set standards for agent performance. Then, monitor how sales reps measure up.
Common KPIs for these kinds of campaigns include the following:
Agent schedule adherence: This common KPI is the total amount of time an agent is available divided by the amount of time they are actually scheduled to work.
Agent schedule adherence is helpful in the way that you can better manage staffing costs for your calling campaign.
Average handle time: The average amount of time that an agent spends on a call is the average handle time. This includes any hold time or transfer time.
Track this KPI to ensure that agents are handling calls effectively, in order to make the most of your campaign.
Conversion rate: A conversion rate refers to how many sales or conversions your agents make divided by the total number of calls that were made. This number will allow you to see which agents are able to bring on new customers quickly and in an effective fashion.
#8: Motivate Your Agents
If you want your agents to work hard during outbound calling campaigns and ensure the best customer experience for those on the other end of the line, motivate and reward your dialers.
For instance, try using a “shout out” board to encourage agents.
Whenever you receive a customer response that praises one of your agents’ performance, post it (such as on a board in the lunch room) to give that agent a shout out.
This tip could act as a little means for a little healthy competition between agents, to see who can get their name posted the most!
Other ways to motivate your agents include the following:
- Get everyone a sweet treat to perk them up.
- Use recordings from the best performers to inspire those who may be struggling.
- Let agents assess their own calls with Quality Assurance. (This will help them to acknowledge their development areas.)
- Use time off the phones or go home early as an ultimate incentive.
- Pitch teams against each other in a sales competition.
How do you get your Coral Springs agents motivated during outbound calling campaigns? What tips and tricks do you provide dialers, and how to you encourage them to give each call their all?
We want to hear what you have to say in the comments below!