Truth: Using a local phone number for outbound Caller ID does increase your outbound telemarketing answer rates. In fact, just this week, a major telecom carrier just told us that when one of their vendors began using local Caller ID phone numbers, their sales per hour (SPH) increased by 30%! They attribute that increase to a major increase in the number of customers that answer the phone when called.
a) Increasing dials per hour. However there is a point of crazy. I've seen dialers that dial 500+ dials per hour and still get a low number of answered calls delivered to the telemarketing agents. And you go through the list so quickly and wonder why you don't have any sales.
b) Getting an increased answer rate by dialing at a different time of day and/or using a Local Caller ID number that encourages the called party to answer a higher percentage of the time.
We've been using the 30% increase in your "answer rate" statement for many years and it is great to know that the statement has been re-validated in today's telemarketing landscape! These percentages are also impacted by the vertical your targeting. For example, Lead Form call backs programs, calling folks expecting a call may not see as much as an incremental lift from a good Local Caller ID strategy, as for example, a pure outbound campaign.
Caller ID Management is key to any outbound program's success. The question is what strategy should you use if you're considering using Local Caller ID numbers for your outbound call campaign?
If you answer a few key questions, it will help you narrow your focus.
Is your customer or prospect list bigger than 25,000? If no, then maybe just use one phone number per state that you're calling into. Then at most you'll only need 50 phone numbers.
Is your prospect list between 25,001 and 100,000? If yes, then identifying the area codes that have the larger population in your call list (highest frequency) and matching with a local area code for the top 50% should give you a great lift in response rate. The other lesser populated area codes in your lists, use a state-specific area code, but don't bother with matching up with every area code in the state.
If your prospect list larger than 100,000? If yes, then buying a local caller id area code for 80% of your list will most likely generate a positive answer rate at a reasonable cost for the local phone numbers. For the other 20%, use a state-specific area code, but don't bother with matching up with every area code in the state
We recommend that you run a report of the number of records you have by area code. Sort by the number of records and it becomes easy to see which and how many unique area codes you should focus on.
Most outbound telemarketing companies and clients find that using about 150 local phone numbers covers their market well and for prospects that fall outside one of those 150 specific area codes, we can match an adjacent area code so the prospect is more likely to answer than if the phone number comes up as an 800 number or a number from another part of the country.
About Angela Garfinkel:
Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours on a daily basis. Angela is also a certified Self-Regulatory Organization (SRO) auditor with the Professional Association for Customer Engagement and she is a designated Customer Engagement Compliance Professional (CECP). Angela can be reached at firstname.lastname@example.org or 516.656.5118.
About Quality Contact Solutions:
Quality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
Published: Tuesday, January 9, 2018
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Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
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Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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