Don’t Make These 6 Outbound Call Center Mistakes - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Though both inbound and outbound calls require telephone communication skills, the dynamics of outbound calling is different. Inbound call center agents are expected to assist as many customers as they can, while outbound call center agents face the challenge of having to seek out their customers. Lost time and wasted opportunities have taught most telemarketing and telesales representatives to avoid the following common mistakes:
- Insufficient information on your leads
Giving out just names and telephone numbers to your agents will make it more difficult for them to connect with their prospects. How do they properly address the customer – with a Mister, Missus or Miss? Which time zones are they located? Are they likely to be home at the time of your call? More importantly, further data about each prospect is needed so that an agent can personalize his or her presentation.
- Dialing randomly
Some call centers, when they run out of leads, resort to calling random numbers the system automatically provides. More often than not, the agents end up talking to someone unsuitable or calling inactive numbers. What a waste of time and effort.
- Non-compliance of DNC lists
Calling customers who are in the ‘Do Not Call’ lists or those who have already stated that they want to be removed from your list serves no purpose except to further aggravate them. Some of them are even likely to file a complaint against your company.
- Strict adherence to scripts
The need to adhere to quality standards is understandable, but not at the risk of sounding mechanical. Needs often vary per individual. The features a mother may find attractive about your product could hold no appeal for a student. Let your agents adapt the script slightly to focus on the specific benefits of each prospect they talk to. Do not forget to train them on how to deliver the script.
- Not using any script
On the other hand, we have outbound centers that do not use any script at all. Giving the agents free rein to say whatever they like is also not a good idea. They might miss important terms and conditions regarding your product, or worse, say something inappropriate. Strike a balance and be clear on what agents can change in the script, what should always be included, and what they are not allowed to say.
- Lack of training for agents
Some call centers expect their agents to make calls even without proper briefing or training. This may result to wasted opportunities if the agent lacks confidence or does not understand what he or she needs to do. Underperformance can be remedied in most cases with proper training. Agents are also better able to cope with various situations when they are equipped with all the necessary information about your product and customer data.
To increase the likelihood of your campaign’s success, partner with an outsourcing provider with experience as an outbound call center. Taking You Forward offers both inbound and outbound solutions, as well as back-office processes. Call us today and together, we will grow your business.
Publish Date: June 16, 2016 5:00 AM
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