1 in 5 direct marketing calls is from an anonymous or false number. Rogue traders that break the law make it difficult for normal businesses. (Ofcom)
According to BBC Watchdog, the public now treat any call with suspicion. However contacting customers is essential to running any business. Organisations need to balance serving their customers as they meet the strict legal requirements.
It is unlawful to make unsolicited sales and marketing calls to people registered with Telephone Preference Service (TPS). By listing their number, they are opting out of nuisance/direct marketing calls.
To do: To follow the law, ensure you do not make calls to listed numbers, customers who ask you not to call them or customers within 28 days of them registering.
When you call you must always say who is calling and display your number to the person receiving the call - this is a legal requirement. You also need to provide a contact address or Freephone number if asked.
To do: Check your PABX, and ask your telephone systems provider to make the changes you need.
Just so you know - The law is more complicated for automated calls. People must specifically agree to receive this type of call. See our '6 steps to responsible and effective outbound' infographic.
Have a clear purpose that makes the call useful for the customer too. Have a support plan that provides help to customers. Make sure agents know what is expected and the goal of the call.
To do: Know exactly what every campaign is for and check for the most suitable time of day.
Are your customer records up to date? Save time and prevent waste. When your records are clean, outbound calling runs smoothly.
To do: Clean your records and give agents time to check and amend incorrect details.
Make sure that agents have all the information they need for every call. When the agent has a 360° view of customer details and the process they need to follow, they control the call from the start.
To do: Invest in agent guidance to improve success rates. Use a step-by-step agent guide to make the processes clear.
Plan your campaign calls. Screen pop customer details with the campaign to the agent before dialling.
To do: ‘Agent first’ delivers responsible calling. Stay clear of regulation and reputation concerns. Your agents will be confident and in control from the start.
Perhaps if there were no regulations it may be tempting to take a risk. Be responsible about managing your outbound calling processes.
Netcall will help you to be responsive AND compliant. Keep and grow your customer goodwill and loyalty.
To find out more, download our Outbound Campaigner product sheet, or get in touch.
Publish Date: January 18, 2017 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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