GoResponse Telephone Answering Service Staff

Call time remains important for success

Many telephone answering services deal solely with incoming calls, and they do not have to carefully develop outgoing call strategies.  However, for call centres that do call clients and customers, it is vital to dial at the correct time for ongoing success.

Today’s modern life is lived at a fast pace, and as such, many consumers do not have a lot of spare time on their hands, and certainly not time they want to be spending on the phone to call centres.  This means that it is vital for agents to get outgoing calls made at the right time; a time that is convenient for both company and consumer.  Firstly, it is important for call centre efficiency to ensure that calls actually get through to customers in the first place.  For example, making residential calls can be largely ineffective during the working day as many people are not at home.  Secondly, call times have to be at a moment when consumers are receptive.  This can be particularly hard as when people are at home they may be engaged in other things, such as cooking dinner or spending time with their family.

Using a data analytics suite to establish the best dial times is vital for call centres who want to note success.  Not only can customers be more receptive and, therefore, more likely to buy or engage with services and products, but call centre efficiency is also increased.  Idle time for agents is reduced, as are roll rates, whilst agent productivity and revenues can be increased.

In 2014, it will be more important than ever to get call time right – and, for those who take the time to effectively strategise, rewards will be found.

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