Have you been wondering about the proper measures to take to ensure the success of your business’s outbound call campaign? Or are you one of those call center agents who are struggling to boost their KPIs? Whether you’re aiming to achieve your quota or look forward to bring your revenue per client (RPC) to the next level, there are considerations you need to be mindful about to achieve such goals.
For starters, you might want to start with your work ethics and behavior towards work, as well as the tools and software you use. To have a better understanding of this matter, you can continue reading this article.
Outbound Telemarketing: Things To Know
It’s never easy being in the call center industry. While some people have this conventional belief that this job is among the easiest ones, it’s worth mentioning that being a call center agent entails many responsibilities and duties. Not to mention the number of obstacles you need to deal with to become efficient in your field.
If you’re one of those people who are having a hard time dealing with customer concerns and the cold calling process, worry not as there are various alternatives you can choose from.
For contact centers in the Philippines, apart from conducting training and regular evaluation, they also utilize certain forms of automated phone dialing systems like Power Dialer and other similar innovations to resolve your concerns.
To help you more, here’s a list of some important information you need to know about outbound telemarketing:
- Intrinsically, outbound telemarketing is the practice of directly contacting potential customers to close a sale.
- It also involves a systematic system of cold calling prospective clients and offering them certain services and products. One of the main goals of such practices is to inform these clients about the services and encourage them to make a purchase.
- Unlike inbound calling, outbound processes focus on appointment setting, managing business-to-business (B2B) lead generation, and promoting customer experience through follow-ups.
- Outbound telemarketing also covers a wider range of services, including offering database updates, enhancing lead generation, promoting outbound telemarketing surveys, and managing customer services.
- On the other hand, outbound call campaigns are primarily directed towards generating high contact rates, customer retention, and employee productivity.
- Being in this industry, you must know the value of investing in the right software and dialing system to ensure a successful outbound call campaign, as well as generating more leads.
Tips For A Successful Outbound Call Campaign
One of the main responsibilities of a call center agent is to ensure that their customers are getting quality services and provide them with the relevant information they need. Many companies allow their agents to use scripts that consist of the proper instructions on how to respond to queries from clients.
Upon learning what outbound telemarketing is, the next thing you need to know is how you can maximize your performance and boost your outbound call campaign. For better information, continue reading below:
1. Establish A Goal
Whatever your objectives may be, it’s crucial to establish your goals to know what you’re aiming for. While some people may consider this aspect trivial compared to other things, a well-defined outbound campaign strategy could only be carried out if it’s been well-thought of.
To do that, you might want to start with identifying your purpose and the courses of action you can do to achieve them. Specifically, key performance indicators (KPIs) serve as a great measure to evaluate your performance and assess your progress. By closely monitoring your quota and KPI, you have better chances of learning the best alternative for your campaign.
Before you start with formulating an outbound call campaign, you can consider doing the following:
- Re-establish your business’s objectives
- Assess your current performance
- Develop measurable goals
- Establish short and long-term KPI targets
- Determine your prospective clients
- Adjust your strategies according to purposes
2. Manage Silent Calls
Being in the call center industry, one of the most common issues you need to be wary about is the possibility of encountering silent calls. Although this isn’t an unusual concern for some people, silent calls are one of the paramount considerations you need to learn how to handle if you want to succeed in the industry.
In some cases, clients tend to hang up even before the agent gets to say something. Likewise, some agents have to wait for someone to talk to them after dialing a number. While it could cause great frustration on your part, know that there are options you can consider to resolve the matter.
Specifically, you can use smart dialer systems and other automated phone dialing systems that could help speed up the cold calling process rather than manually dialing the numbers. Investing in such infrastructure and software could make a huge difference in your outbound call campaign.
3. Prioritize Context
Ensuring the success of your company’s outbound call campaign may require not just reaching a greater number of potential customers, but this also means that you have to make your campaign stand out from the rest. Particularly, you should know that context is the new king in the call center industry. Hence, you must exert extra effort to provide contextual information to your clients.
For starters, you might like to start with going through your scripts and know if your prospective clients could relate to them. Always put in mind that your customers might be receiving considerable numbers of calls from other companies, so try to determine what could make your campaigns exceptional.
Not only that, but you also need to know the secret to effectively turn your prospective clients into loyal customers. Aside from creating an incredible first impression, it could also help if you can efficiently deliver your message to your target audience.
Most importantly, know that most clients tend to prioritize context over content. To do this, you might want to start with making your campaign comprehensible and relevant to your customers. You may also consult someone from the marketing industry that can help you create a campaign that can create an impact on your clients.
4. Provide Reliable Information
Call center agents aren’t only responsible for providing quality services and assistance to customers. They’re also expected to handle pertinent information for their clients. Specifically, agents have to sort out details and prioritize significant aspects through a systematic application. Apart from that, they have to provide relevant and valuable pieces of information to the customers to preserve the company’s credibility and good name.
As a rule of thumb, it’s best to prepare a script when dealing with queries and demands. This could help you efficiently handle your clients even if their concerns may vary. On the other hand, if you’re having a hard time carrying out your tasks, then that might be the right time to use reliable software assistance and dialing software to boost your performance. It could also be of great help to enhance your expertise and knowledge through regular practice.
5. Maintain A Natural Tone
To generate more leads, one of the most important aspects you should keep an eye on is your vocal tone. Particularly, the tone of voice you use while delivering messages or answering calls could be a determining factor that could affect your overall performance.
Whether you believe it or not, many experienced customers could easily know if you’re nervous and just spewing made-up stories just by listening to the tone of your voice. They would also know whether what you’re saying is legitimate or not. While some people would tend to disregard this aspect, a shaky and unnatural voice could generally result in poor client engagement and lower customer retention.
To avoid sounding like an automated machine, it’s best to keep your voice as natural as possible. You must also maintain your composure while talking to a client to make them feel your conviction and expertise in your work. As a rule of thumb, you must convey consistency and confidence in your voice to effectively boost customer experience.
6. Promote Proper Distribution Of Data
People in the call center industry are also responsible for handling a vast amount of pertinent data from thousands of customers. Call centers, as well as their employees, manage these details about their clients and are in charge of safeguarding them.
Aside from that, they’re also expected to oversee various processes of data dissemination to other people. Due to the number of security risks and threats that could be encountered in this field, many people find such tasks difficult to handle.
Opportunely, there are numerous alternatives to consider, including utilizing dependable database management systems and other software to better secure data and information. If that’s your concern, you may also consider seeking help from competent information technology (IT) experts and other service providers to help resolve your concerns.
7. Use Simpler Terms
When it comes to imparting pertinent details to your clients, you must consider not just the content of your message, but also their level of understanding about what you’re saying. In some cases, agents tend to use technical terms, jargon, and slang when giving instructions to their customers. However, such instances could discourage and confuse clients and will only make them impatient and annoyed.
To prevent such scenarios, it’s best to always use simple language during a call. Although you might find this task a little bit challenging to accomplish, know that making those small adjustments could help you generate more leads and turn first-time customers into loyal ones.
As a general rule, you must always check your script and see if your message is clear and comprehensible enough for the clients. It could also be of great value to simplify complicated terms to make them easily understand what you’re trying to say.
8. Develop Rapport With Your Prospects
When it comes to ensuring the success of your outbound call campaigns, one of the best practices you need to learn includes developing rapport with your clients. If you’re wondering how this is related to your cold calling activities, know that most clients would like to ask questions from someone they’re comfortable speaking with.
Just as much as it’s important in digital marketing and other fields of businesses, rapport building is considered one of the key elements in boosting customer retention and client engagement. Before you engage in this activity, you must know that some clients are hesitant to ask questions, especially if the agent sounds disinterested in helping them and is unaccommodating.
To build rapport with your clients, you may consider doing the following:
- Grab your customer’s attention
- Make them feel respected
- Be mindful of their time
- Use positive words
- Convey genuine trust and commitment
- Engage your clients in an informative conversation
9. Keep Your Clients Updated
When it comes to ensuring the success of your campaign, you need to focus not just on generating more prospects and clients but on making sure that they will remain loyal ones as well. Upon dialing a number and speaking with a client, the next thing you need to do is to set an expectation for your customers.
Specifically, you must tell them the exact time you can create a call-back. Even after successfully connecting with a client, you also need to let them know when they can expect a call from you. Will it be after two hours or within the next 24 hours? Even if you have working hours to follow, it’s crucial to guarantee your clients the exact time you can give a call-back. In that way, they will know when to expect or prepare for your call. This tells clients that you respect their time and honor agreements—boosting customer trust, rapport, and loyalty in the process.
Being in the call center industry isn’t as simple as it may seem. Although some people view this particular job as one of the easiest ones, know that there are numerous considerations you need to be mindful of if you want to be successful in this industry.
Particularly, you need to learn the key factors of a successful outbound call campaign. Strategy also plays a significant role in improving your lead generation and increasing your overall revenue.
For starters, you might want to consider using automated machine dialing systems and other similar software to speed up your cold calling processes. With the help of the abovementioned tips, you have better chances of obtaining your goals.