One of the most effective methods to convert leads is with a seamless outbound calling strategy in place. To do that, you need to start incorporating real-time data and automation tools into your system, enhance your customer’s calling experience, rethink your implementation strategy, and focus on giving the right training to your agents.
Sounds simple enough?
You don’t need to overhaul your existing system. It’s always better to introduce small, powerful changes that can deliver meaningful results.
If you are a call center manager looking to enhance your skill-set and improve your outbound calling strategy, then you’re in the right place. This article will take you through the 6 simplest ways to enhance your outbound calling strategy and set your business up for success.
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1. Use real-time data tools
You can have the best team and script, but you’ll always be one step behind if you don’t have the right tools. Modern outbound contact centers require real-time data so that agents can have a complete idea of who they are talking with and where they are in the sales funnel.
We all know that the first impression lasts. Your agents only have a fraction of a second before customers make up their minds about your business.
You must make them count.
Your chances will be very low if you waste that precious time trying to understand who they are reaching.
Knowing about the customer is only one piece of the puzzle.
2. Save time with automated dialers
Automated dialers can potentially change the face of your outbound calling strategies by reducing the overall idle time and increasing your operational efficiency.
Automated outbound calling is a time-consuming process. Done right, it goes way beyond simple cold calling. There are campaigns to manage, customers to acquire, records to maintain, and much more.
Agents using manual dialing may end up spending most of their time on unproductive tasks rather than talking to customers and nurturing leads.
That’s where automated dialers come in.
Some experts claim that auto dialer tools can potentially enhance your agent’s productivity by 200 to 300%.
3. Improve the calling experience for the customer
An effective sales strategy demands a perfectly balanced script that guides agents when they are struggling but gives them enough freedom to make real connections.
Scripts are a huge part of any outbound calling strategy. People often have mixed opinions about them. On one hand, they increase consistency across the team and get everyone on the same page. However, they can quickly become robotic and emotionless, which can cause the lead to slip away.
Your agents need to engage the prospect on the call by grabbing their attention and making them feel valued.
One of the best ways your agents can do that is by clearly understanding the prospect’s position and main challenges.
Train your agents to do their homework before calling and actively listen to the customers. Doing so will make a huge difference in your results.
Another way to improve your outbound calling strategy is by training your agents to always set up a follow-up call. Around 80% of successful lead conversion takes place after multiple follow-up calls.
Remember, outbound calls are a marathon. So move ahead steadily, and you’ll always be in the game.
4. Add value to your outbound calling strategy
Depending on your campaigns and priorities, you can add depth to your outbound calling strategy through different value-based services. For instance, rather than simply calling to inform your existing customers about any new service you can check in with them and offer support. Similarly, your outbound center can respond to a complaint by keeping the customers in the loop during the process.
Adopt a blended model (inbound + outbound calls) to enhance your lead handoff process and clearly define the success parameters. There are countless opportunities for you to improve your results because your agents will be more productive, and you’ll be in a better position to help your customers.
All these actions will increase your customer satisfaction and help your business in the long run. Modern customers demand value from a business. If you can successfully solve any customer’s problem in the best way, they’ll automatically become your loyal supporters.
5. Use feedback to tailor agent training
Hiring the right talent is not always enough. You have to nurture talent through training and incentives. The right tools can allow you and other managers to see the actual issues your team is facing.
A big part of any outbound calling strategy involves having the right people. Outbound services already have a bad rep because they seem costly and require specific skills. Despite all the objections, they are still the best bet for any business wanting to remain connected with its customers.
We have already discussed how necessary the right tools are for your operational efficiency.
But we didn’t discuss their potential as an effective monitoring and evaluation method.
A manager will have many agents to look out for, and keeping an eye on these metrics manually is almost impossible. Agent monitoring software can provide all the data you need with a few clicks, and you can take appropriate action based on those results.
For instance, if you see agents struggling to close deals despite engaging the customers and doing everything right, the chances are that they are unfamiliar with the intricacies of the product. Similarly, agents with consistently short calls mean that they fail to hook the customer with their initial pitch.
Knowing all this can help you make tailor-made lessons or introduce specific tools to make your agents’ lives easier. The result is much better conversion rates and more business for the company.
6. Always be open to change
Finally, any effective outbound calling strategy essentially comes down to constant improvement and learning. Arm your agents with the best tools, train them according to the situation, and always be on the lookout for new opportunities for improvement.
Outbound calls require a perfect combination of emotions and science. You need to engage your customers and then impress them with the right, data-backed pitch.
The actual way to do it successfully will change from campaign to campaign and industry to industry.
As much as we wish for it, there is no one-size-fits-all approach. The best way to stay ahead and successfully improve your outbound calling strategies is through small and iterative changes that have a huge impact on your performance.
