(Newswire.net — June 16, 2022) — Gone are the days when cold calling used to bring good results. Now it’s unsustainable, time-consuming, it irritates customers, and results in a negative brand image.
There’s a lot of competition in the market, and you need to develop an emotional connection with your customers to stand out from the rest. So, what’s the solution? How can you generate more revenue?
It’s not an easy task and requires proper planning and execution. However, there are some effective strategies that can help you to achieve your goals faster. Let’s look at the top 5 practices that every outbound call center should use instead of cold calling.
Build a Better Call List
Making 20 calls per day with a 4% conversion rate is better than making 100 with 0% conversions. Invest your time in building a better call list by adding as many potential customers as possible. Afterward, do proper research on the internal organization, product needs, industry, and location. This way, your agents can provide a more customized service to the qualified leads.
Furthermore, you can specify the frequency of lead calls. There are two ways of making a high-quality list:
- You can either buy it, or
- compile one by keeping in view your user database
In both cases, make sure to update your call list on an ongoing basis. Some software like CRM can also help you to get this job done.
Use Dynamic Scripts to Increase Revenue
A good script can help you to achieve better results. A repeated script may annoy your customers and increase the chances of losing sales. That’s why you should invest proper time and effort in writing a winning script.
Providing a customized on-screen script will also boost the performance of your agents on calls. It is beneficial for managers since they can save training time by providing a dynamic script to the agents.
Don’t rely on a single person to write a complete script. Also, involve your agents and take the opinion of other team members to ensure that you are adding all the required information to the script.
Engage the Customer During the Call
Imagine you get a call from a company, and their agent starts speaking at a robotic speed without listening to your point. How will it make you feel? Annoyed, right? Similarly, your customers get irritated if you keep providing irrelevant information and don’t engage them.
Here are some quick ways to grab the attention of your customers:
- The first few seconds are crucial, so harness their power and make an excellent first impression. Call your customer by name, take a slight pause and then start talking about your product or service.
- Don’t be pushy and tell your services honestly without exaggeration or overpromising.
- Value your customer’s time and try to finish the conversation as soon as possible.
- Ask for a follow-up meeting if needed.
Proactive & Preemptive Approach
Customers contact you when they are confused about something or facing any problem. But what if you approach them even before they reach you? It will make them feel you care for them and improve your brand’s image over time.
The following two approaches are helpful in this regard:
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Proactive service means contacting a customer to resolve their issue before they come to you. In most cases, customers are not even aware of the problem they are facing. Some proactive services include strategic, personalized check-ins and periodic product/service communication.
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Preemptive services involve contacting a customer to guide them about a problem they might face in the future. This way, customers can take preventive measures to stop that problem from occurring or can fix it smoothly if it occurs.
Both of these services will increase your customer satisfaction and make you happy. Plus, these will also reduce the volume of incoming calls from the customers.
Smart Dialling Strategies
Another great strategy that can improve the performance of an outbound call center is smart dialling. Some efficient predictive dialers are available that connect the agent with the next caller on the list as soon as they finish the current call.
Hence, agents don’t need to dial the numbers manually. It also reduces the downtime resulting in improved KPIs and better conversion rates. Some smart dialers help track the predetermined metrics so you can keep an eye on your organisation’s long-term goals.
Final Words
Managing an outbound call center is not child’s play; sometimes, putting the thread in the needle is tough. If you are still using cold calling, you are probably missing many golden opportunities. In this guide, we have highlighted some productive strategies that you can use instead of cold calling. These will help you to improve sales, customer satisfaction, and agent productivity.