Outbound calls effort may take long to reflect in your business if you are not well equipped with the right tools to leverage your outbound calling strategy. Solve your customer’s problems and convert your prospects into leads with a powerful Outbound Call Center Software. Make each call count with the following technologies and embed them today in your Outbound Call Center.
What is Outbound Call Center?
An outbound call center includes reaching the customers effectively and providing proactive support to them with refined technologies but it may not be limited to that. Are you involved in the process of debt collection or sales? How do you manage high call volumes and ensure a 100% customer satisfaction while engaging on calls?
Outbound Call Center Solution is your answer to the right approaches for smooth and efficient calling strategy and delivering seamless customer experience.
Devise an effective outbound calling strategy?
Process-Based Dialing Strategies:
Dialing algorithm depends on your business specific requirements. Is high call volume a pain for you? Based on the preset parameters, predictive dialer smartly connects the call when the agents are available in the queue.
Scheduling Call Back:
Customers feel more valued when they are listened to and you can ensure that by scheduling a call back for them. For insurance premium reminders or credit card bills customers would want to be notified in prior time.
Agents cannot keep track of 100 calls at one given time, with call back feature, the dialer will automatically place a call to the customers thus improving call productivity.
Exclusion Management should be followed to avoid legal trouble. Do-not-call feature removes all DNC numbers from the campaign thus optimizing agent’s time. Agents do not have to spend time in qualifying unproductive leads.
Framing Reports & Analytics:
With the features enabled above, you cannot miss the reports & analytics capabilities of an outbound call center software. Managing calling operations on front-end is incomplete without insights drawn from the scheduled reports. Define key metrics and analyze the performance of each agent to make informed business decisions for your call center.
Best Practices for an Outbound Call Center
What is your customer satisfaction score? When was the last time that you checked your agent’s performance? Outbound call center services have long been dedicated to handling more number of calls without optimizing the lead quality. If not done already, start these outbound call center practices to effectively enhance the performance of your team.
Integrate to drive results
Place value in your customer’s journey to increase the efficiency of your outbound call center. Integrate your existing dialer with CRM to produce best results. Allow your agents to access and store data in one place while making calls. Agents can have more personalized interaction when given prior information about customer’s behavioral journey.
Assure Quality with Call Recording
How do your agents qualify a lead and where they are lacking? Measure call quality with real-time call monitoring tools and help your agents to resolve better. Managers and Supervisors can listen to live calls and recorded calls to monitor and improvise the lead qualifying algorithm.
Outbound calls process does not end with the call, it only starts with it. Driving customer’s loyalty is an often missed but important aspect of an outbound call center services. Do not assume, ask. Let your customers speak for your services, ask for the feedback and analyze the trends that your customers follow. Dedicate a team to monitor customer feedback and proactively resolve the issues, make sure to not repeat them. There you have promoters for your business.
Do Not Miss Any Lead
Are you keeping a track of missed calls? Data optimization is important to track the potential leads. Define your business hours and get notified of missed calls that landed in your system during non-business hours. Agents can schedule a follow-up for such leads and convert them at the earliest.
Outbound Call Center Metrics to Measure
Have you found the right type of key metrics for your business? KPIs differ from business specific needs but to increase your agent’s productivity, you should not be missing on these goals.
Average Handling Time
How long does it take for your agents to close the deal? If calls are taking too long, you are lacking in your performance. Allow your agents the space to modify their scripts according to the cases they handle because each customer is unique and personalizing the script will give you the results you want.
Higher your conversion rate, the better. But, if not, check where you are lacking. Your agents might be handling more number of calls but are failing in closing the sale, hence cost per lead increases. Closely analyze the conversion rate because your business’s revenue is directly dependent on this metric.
First Call Resolution
It is an important and rewarding metric. Who doesn’t want to close the sale in the first contact? While First Call resolution does not come easy for certain business types, it helps in boosting the sale revenue drastically. Identifying trends that work for your business is important, incentivize this metric to see the results for yourself.
Call Abandoned Ratio
What if callers are answering the calls but are not connected to live agents quickly? They abandon the call and you lose a potential customer. Set your routing parameters such that calls are connected to live agents and customers do not have to hold for a long time.
Choose the right fit for your business, increase efficiency and make most of every single customer that arrives at your door. Are you there yet? Improve your call center operations with Ameyo’s Call Center Software and voice your message smartly.