Outbound call centers need to face major challenges. Surpassing those challenges to shine with flying colors, call centers need to learn about the best practices to be followed. Of course, each call center has its own well defined procedure along with terms and conditions. However, to run in a competitive race, you need to know what others are doing. In this article, I will share major and the most important best practices. Moreover, I will share some relevant tips shared by experts.
1. Use the right resources
This is the first tip. The two most important resources are:
1. Call center solution
2. Skilled agents
If you have the best call center solution, but inexperienced agents, then you cannot get the expected returns and vice versa. Likewise, each resource has to be perfect to get excellent performance.
2. Send a message before calling
Using an omnichannel call center solution can be really beneficial nowadays to project your business as a professional brand. Instead of disturbing your leads, first, pitch your product via an email or a WhatsApp chat and try to make an appointment. Before sending a call, send a notification via SMS or WhatsApp or an email, regardless of the fact, you have booked an appointment or not. This will not only project a better brand to the customers, but it will also help in increasing goal conversion. The goal conversion increases because agents are not getting connected to any random person, who might be busy and not ready for a sales pitch.
3. Keep conversations short
We all know everyone is busy and giving them long examples could take away their interest. Yes, an agent needs to sound professional and formal, but flattery and long greetings or build up can be removed. People who are ready to buy or more likely to buy are interested in to-the-point conversations. Therefore, train your agents in this way of the pitch. Moreover, your call script should be short. The call script feature of a call center solution can let your agents stay tight with their pitch and conversation.
4. Avoid heated arguments
Outbound call centers cannot get 100% success in their campaigns, which is true. Even in collection campaigns, where each lead has to pay EMI, the success rate is not 100%. Therefore, being polite is necessary. Agitation and frustration are normal, but agents have to be trained to not indulge in any kind of arguments. They can transfer a call using a call center solution feature to their supervisor, who might be more skilled to handle complex cases.
5. Use different auto dialers
A modern call center solution will offer many auto dialers such as the predictive dialer, progressive dialer, power dialer, etc. Therefore, taking advantage of each auto dialer could be really beneficial for an outbound call center. Each auto dialer is developed to improve the results of a specific campaign and it is necessary to use it that way. If you are not sure, which dialer is the right for a specific campaign; you can also run an A/ B testing campaign.
Author works in a company that offers a call center solution, hosted call center solution, cloud call center software, call center solution India, omnichannel call center solution, call center software Philippines, and other call center solutions.