GoResponse Telephone Answering Service Staff

Boost outbound successes with best practises

Smiling Customer service representative with headset onMost call centres have a certain amount of outbound operations, even if a company mainly deals with inbound traffic. Even if telephone answering services are not upselling or making first contact, they might be calling consumers back. As a result, it is important to maximise the successes of outbound calls. This can be accomplished using three best practises.

One of the best measures to put into practise is a no-pause predictive dialler. Traditional systems have a tell-tale two-second pause, and customers can be very quick to put the phone down. If agents are ever going to actually connect and talk with people, it is essential to have a no-pause system. This increases connection rates and allows agents to start calls off positively.

Another important change to make is to integrate a customer relationship management (CRM) tool with outbound diallers. Many companies might like to use call records, but these can become outdated. Using CRM instead is the best way to ensure that all details are up-to-date. The integration is made easier by using the cloud, and customer records can be sent directly to a call centre’s dialler.

Finally, it is essential that any outbound calls are actually providing customers with needed information. Having agents call solely to try to pitch new products or upsell services is not the best course of action. Some of the most successful modern companies proactively contact consumers to let them know their balance is overdue, for example. Stepping into the customer’s shoes can identify important pieces of information people like to be made aware of. Once this message is conveyed, there is also the chance to use the positive interaction to upsell.

award winning