Wish to increase your brand recognition? Thinking about how a customer will become aware of your brand? Want your clients to know about your latest services and products? The answer to all the above-mentioned questions is a call from your company through an outbound call center.

A recent State of Global Customer Service report from Microsoft states that almost 70% of consumers view brands favorably if they proactively receive customer service notifications.

If you have been searching for tips on improving your outbound calls, you have come to the right place. You will determine two new ways to enhance the outbound calling strategy by reading these tips: identifying the purpose of outbound calling and what it needs to get the maximum output from fully-functional outbound call center operations.

Tips for Outbound Call Strategy

1. Set Clear Business Goals

Businesses are likely to succeed ten times more than their peers, as stated in a Harvard Business Study if they have clear business goals.

Before you make the first call, make yourself clear about your sales strategy. What is your product or service? To whom are you selling this product and service, and why? Knowing the answers to these ‘what(s) & why(s)’ can help you build a high conversion-rate strategy.

2. Measure Key Performance Indicators

Key Performance Indicators (KPIs) are needed for strategies to perform well. They work as pre-business goals to see how well the strategy is performing or you need to make significant adjustments to do better.

To keep business goals at heart, monitoring KPIs is also crucial for any company. Standard outbound and sales calls-related KPIs are:

●       Average Handle Time

●       First Call Resolution

●       Conversion Rate

●       Occupancy Rate

●       Call Abandoned Ratio

3. Are Scripts Useful or Not?

Outbound calling is undoubtedly stressful, and hence the use of scripts will give the agents a helping hand. They help maintain information from the calling agent, prevent miscommunication, and ensure that all outbound calls remain clear. However, customers are intelligent enough to know scripted calls.

An excellent script will give your agents something to lean when they struggle without making their speech sound contrived and bizarre.

4. Engage with the Prospect Over Call

Do you know most of the customer interactions happen over the phone? It could be over calls, text messages, or even through emails, but always on the phone.

However, customers like calls that are not scripted and are natural and personalized because that makes them feel valued. If a calling agent fails to talk without a script, minor interactions with the prospect can be an excellent way to start a call.

That way, you can get a chance to interact with the prospect and smartly voice your message with the right outbound calling software.

5. Identify the Best Calling Times

Depending on your services and products, you’ll need to identify the best day and time to call the prospects. Some of the major experts suggest that the best days to reach out to customers are on Wednesdays and Thursdays.

Additionally, calling between 11 am and 1 pm or 4 pm and 5 pm is the best time to engage with the customer instead of other times of the day.

6. Analyze & Optimize

Analyzing data-driven reports and supporting your business plan will allow you to make well-informed decisions.

You may derive different reports with an automated outbound calling software to analyze agent performance and call quality assurance. Supervisors may also define the call history, customer engagement, customer satisfaction, and adjust their outbound calling strategy with these reports.

7. Train your Workforce

Outbound calling is equally an art as it is science.

Train agents to express without anxiety as the nervousness sometimes makes even uncensored talks sound awkward and forced. In the outbound calling market, trust automated outbound call software to translate prospects into sales.

8. Collect Feedback

Always remember this rule- ‘Do not assume, ask.’

Let your customers talk about your services, and based on their feedback, evaluate the developments that your clients follow. Assign a team to monitor customer reviews and address their concerns preemptively. In the end, happy clients will become an asset to your company.

9. Follow Up

The outbound calling agents only make four follow up calls out of twelve calls.

Are you also one of them? Are you not following your prospects? If yes, start today. Determine your work hours and get informed of missed calls that have landed during non-business hours in your system. For such leads, agents may arrange a follow-up to communicate with them and convert them into sales at the earliest.  

10. Empower your Customers

At last, increase the productivity of your outbound calling strategy by empowering your customers. Studies show customers are the happiest when the company makes an effort to empower them.

To make outbound sales calls successful, make sure the customer, on the other end, feels valued once the call ends. Make sure to recognize their beliefs and the brands they align with. Display your care for them, and any prospect will gladly convert into a faithful customer.

EndNote

It pays to do some pre-planning to make it successful when you need outbound call strategies.

Do a detailed analysis of your business strategies and make sure they help you achieve your objectives. For your outbound calls, be specific about your intent and carefully select metrics that align with your goals.

Choose the strategies mentioned above that suit you best and train your employees in compliance and customer experience. Finally, when done right, outbound calling can be an incredibly lucrative revenue source.

Did you like our tips? Would you want to know more about how to make effective outbound calls? Let us know in the comments below.