Outbound Calling: A Detailed Guide For Companies — NeoDove

Outbound Calling Meaning

Outbound calling is the process of an agent making phone calls to existing and potential consumers. These reps then attempt to pique their contact’s interest in the company’s products or services.

Types of outbound calls

There are many types of outbound calling that businesses can use to enhance their sales. Here is some detail into the different kinds of outbound calling methods:

1. Telemarketing

Telemarketing, as the name suggests, means telephone marketing. Telemarketing is defined as contacting, qualifying, and canvassing a prospective customer. In telemarketing, a salesperson makes outbound calls to prospective customers to inform them about the product or service provided by the company. He, thereby, tries to convince the customers to buy the product by explaining the benefit and usage.

2. Payment reminder

The credit card companies or companies that sell products on a credit basis generally use outbound calls for payment or installment reminders. They can make these outbound calls before the installment due date or after.

3. Customers service calls

Customer service refers to services provided to customers before, after, or during purchase. From a salesperson’s point of view, customer service greatly impacts a company’s sales and revenue generation. Outbound calling facilities companies try to provide solutions to customer queries and questions. These services not only help in customer retention but also increase customers loyalty. The success of these services depends upon the person making these calls and his customer interaction skills.

4. Marketing research

To know the trend prevailing in the market, it is important to connect to the public. Outbound calling is the best way to connect to the public, which is the first preference of many of these companies. Receiving calls, SMS, Emails asking for your preference is pretty normal in today’s world. These are conducted by outbound call center agencies trying to collect market preferences.

5. Non-profit or charity funding

Non-profit companies make outbound calls in search of funding from the public at large. They intend to promote the charitable activities done by their companies and thereby look for a prospective contributor. These calls help both the contributors and the person in need of such facilities.

6. Surveys

The key to conducting a successful survey is a large sample size obtained by outbound calling. Thus, calls are made to customers to know and gather their opinion on certain topics. These topics vary from product usage, politics, public welfare to customer satisfaction.

7. Post-sales follow-up

A sale process doesn’t complete just by a mere sale process to retain the customer companies need to provide them with better and impressive after-sale services. Thus, outbound calls are made to existing customers to inform them about the after-sale services provided by the company. Sometimes these calls are also made to obtain feedback from the customers about the sold product. This helps understand the customer needs and their expectations from the product, thereby leading to improvement.

Outbound calling process

Each business has a unique approach to implementing its outbound calling strategy. However, there are five steps that every team must follow. The list below explains them simply to give you an idea of what they are.

Outbound Call Example

1. Cold calls

These outbound calls are made to unknown prospective customers, and the caller has no information or personal contact with the receiver. These calls attempt to convince the person to invest or buy the product or service provided.

2. Voicemail

Recorded voicemails are sent to prospective customers. These are not interactive; thus, they need to be short and direct on point after a brief introduction and a plea to call back if interested.

3. Follow-up calls

These calls are generally made either after cracking the deal to provide further details or to check up on the status of the pending decision.

4. Promotional calls

Outbound calls to promote products and pass information are promotional calls to either future or existing customers.

Outbound Calling Strategy

Applying the different kinds of outbound calling explained above needs to be done strategically, and this can help businesses get the maximum profitability and efficiency in the way they operate. Here are some strategies you can adopt:

  • Grab their attention: The very start of a call is of paramount importance. If an agent doesn’t pique the prospect’s interest, the latter won’t lose much if they simply hang up. Call the prospect by their name, show them that you’re interested in them, their situation, and the betterment thereof. Don’t sound cookie-cutter, and don’t make the mistake of centering the conversation around yourself.
  • Predictive calling: Predictive dialing system automatically makes outgoing calls, dialing phone numbers and screening out busy signals, voicemail, non-answers, and disconnected numbers, so agents are only on their phones when the call is answered. By making the most of the agent’s time, call centers that use this technology can complete a high volume of outbound calls in a short period.
  • Blended agents: Making outbound calls can be draining for call center agents. Managers can keep morale high by assigning call center agents to make outbound calls and also answer inbound calls depending on call volume. Such blended agents may have more success.
  • Scripting the calls: Sometimes, customers get annoyed to answer any of these calls due to multiple similar outbound calls. Thus, to stand out and to have a better conversation, a pre-written script is advised. In this way, the purpose of such calls can be fulfilled, and the message is conveyed.
  • Training agents: The success of the outbound calling system largely depends upon the person making these calls. A well-trained agent who can handle customers’ cross-questions or adjust to the customer will give a better result. Vocabulary and pronunciation also matter in the outbound call system; a mere difference in pronunciation may sometimes lead to huge misunderstandings. Thus, someone with good communication skills is preferred.
  • Do not call lists: Many countries have enacted legislation limiting the number of cold calls businesses, and contact centres can make. For example, in the United States, the Federal Trade Commission maintains a Do Not Call Registry, a list of phone numbers that telemarketers are prohibited from calling in most circumstances. This list was created in 2003 and fundamentally changed the way marketers in call centers do business. Many other companies have a similar list.
  • Engaging the customer: A person will not be interested in spending their time giving out feedback or listening to information about a product unless and until it entertains them. Thus, an interactive conversation is essential and advised in such calls.
  • Effective feedback loop: Feedback forms help companies improve or evaluate their services. Similarly, after any call, there has to be a feedback system to know about the customer experience and improve if there is a suggestion for change.

Conclusion

Outbound call services are the most effective way of marketing in today’s world. In this new era of technology, the old school methods of advertisement are not that effective. Thus, companies have to adapt modern and more effective ways of promoting their product, services or conducting surveys. A lot of companies generally outsource these services. Thus, companies that primarily provide outbound call services are emerging on a large scale in the market.

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NeoDove is an end-to-end tech-enabled business communication and reporting platform. Meant for vertical and horizontal communication. Neodove.com

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NeoDove

NeoDove

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NeoDove is an end-to-end tech-enabled business communication and reporting platform. Meant for vertical and horizontal communication. Neodove.com