Outbound calling campaign

How’s your business doing these past few days? It’s a simple but difficult question, especially if nothing’s going as planned. Check out your bank account and see how much you lost or gained in the past few months.

If the status of your accounts isn’t as good as you want them to be, maybe there’s something wrong with your sales strategy. Have you tried executing outbound calling campaigns? If you haven’t done so, this might be the best time to consider it. 

An outbound call can help you reach customers and prospects to meet your business goals. These may include conducting surveys, promoting products, setting appointments, collecting debts, and generating leads (also known as cold calling). 

Today, sales representatives use information about every existing and potential customer to make the call as successful as possible. As a part of a sales and marketing strategy, outbound calls are proven to help increase returns on investment (ROI).

 

How Is An Outbound Call Different From An Outbound Call?

Outbound calls are calls made by companies to reach customers—inbound calls are the exact opposite of it. These are calls made by customers to engage with businesses and organizations they might be interested in. 

Aside from that, here are other reasons why people call a business:

  • They want to raise a concern about a specific product or service.
  • They want to know more about the products and services of a particular company.
  • They want to find out where a certain business operates. 
  • They want to confirm whether a particular business is legitimate or not. 

Inbound calls are also crucial to the success of your outbound call campaigns. If a customer takes a liking to your offer, it’s only a matter of time before they call you back and ask for more information. This is where hotline numbers come in.

Hotline numbers make it easy for customers to reach you via phone call. Also, they make you look credible and legitimate. Sooner or later, you’ll have to call them back for follow-ups. That said, using software made by companies, such as Power Dialer, may simplify the process. 

 

What Are The Different Types Of Outbound Calling Campaigns?

An outbound calling campaign is more than just a company calling customers and offering them a product or service they might want to purchase. It’s also about a company conducting surveys, collecting debts, and asking for donations. In other words, there’s more to outbound calling campaigns than you think.

To expound further, here are the different types of outbound calling campaigns:

  • Telemarketing

Telemarketing is a form of direct marketing that uses different communication sources. Among these sources, using telephones is considered to be the most profitable. And it’ll be more effective with software solutions, like auto-dialers.

An auto-dialer is an automated dialing software produced by companies like Auto Dialer. It automatically dials consecutive numbers before and after each call, so you don’t have to do so. This will help you save time, energy, and money in the long run. 

  • Telesales

Telesales is an essential part of telemarketing, which involves reaching qualified and non-qualified prospects. If telemarketing focuses on promoting products and services, then telesales is how you sell them over the telephone. 

  • Debt Collection

Debt collection is crucial, especially when maintaining cash flow. An outbound calling campaign may help encourage clients to settle their debts as early as possible. Using a predictive dialer—an advanced type of auto-dialer—might be helpful in this situation.

  • Surveys

Outbound calls make a great tool when it comes to surveys. Conducting surveys can help you determine whether customers are satisfied with your offerings. It can also help you with market research, especially when releasing a new product.

  • Outbound Customer Support

Customer support is typically a part of inbound calling campaigns. But sometimes, you must reach out to your customers to provide support. Examples of outbound customer support include warnings regarding service unavailability and payment concerns.

You’ve probably understood the basics of outbound calling and its significance in different operations, including sales, marketing, debt collection, etc. Now, it’s time to learn how to create a successful outbound calling campaign. 

 

How To Launch A Successful Outbound Calling Campaign

Below is a step-by-step guide to launching a successful outbound calling campaign. Understand each step carefully and ensure not to leave anything out to increase your chances of success.

  • Define Your Goals 

When you create an outbound campaign, the first thing to do is to identify the goals of your campaign—why are you doing this? 

Here are some questions that may help you define your campaign goals:

  • What do you want to gain from your campaign?
  • Will your customer benefit from your campaign?
  • Are the goals of your campaign achievable and profitable? 
  • How can your sales and marketing agents achieve these goals?
  • Do you have a secondary goal in mind?
  • How many dials does it take?
  • What do you want to do to boost your returns?
  • What kind of information should you collect from your customers?
  • How these pieces of information help you in the future?
  • How will you manage and process outbound calls?
  • What practices should you apply to improve your outbound calling campaign?

With these questions, you’ll be able to define the goals you want to achieve. You can also use them to determine the length of your outbound campaign and understand the things you need to make it as successful as possible. 

  • Develop A Campaign Strategy

Once you’ve identified your goals, it’s time to focus on your outbound campaign strategy. This is what you need to achieve your campaign goals. 

Here are some key principles you need to keep in mind to develop an effective outbound campaign strategy:

  • Apply The Customer-First Principle

The customer-first principle is a pretty simple idea—it is what it is. It’s strategy successful businesses use to prioritize their customers and put them at the center of decision-making. 

Keep in mind that your customers aren’t interested in your needs and problems. They don’t even care whether your company succeeds or not. What they want is a product or service that can put an end to their problems.

  • Manage Constructive Criticisms

Absorb whatever your customers say about your products and services, whether good or bad and don’t take them personally. Constructive criticisms can help improve your products and services and reduce further complaints. 

  • Be Sincere

Do you think your customers would appreciate your lack of sincerity? Of course, not! No matter how great your products or services are, you’ll never succeed if you’re not sincere enough. 

Show your sincerity when communicating with clients by being honest, calm, patient, and clear.

  • Encourage First-Class Communication

Excellent communication is crucial when it comes to outbound calling campaigns. Your tone must be relevant to the information you’re sharing with your customers. Also, you must be consistent and easily understood.

Avoid jargon and technical terms so that customers can understand what you’re babbling about.

Apply these basic sales and marketing principles when developing an outbound campaign strategy to increase your chances of success. Prioritize your customers’ needs, take everything constructively, be sincere, and communicate properly.

  • Manage Customer Data

When it comes to managing customer data, there are three essential factors to keep in mind: sourcing, handling, and using.

  • Data Sourcing

First, understand the meaning of ‘warm’ and ‘cold’ data. Warm data refers to the connection previously established between you and your customer.

For example, customers have reached your website or social media platform and left information about them. This may include a phone number, queries, personal requests, and email.

On the other hand, cold data refers to purchasing customer information from other sources, such as list brokers and data owners. If you’re planning on doing this in the future, make sure to verify the information provided before using it. 

  • Data Handling

Data handling involves checking data accuracy, enforcing data security, and promoting data compliance. 

Check the accuracy of your data before importing them into your software system. Phone numbers must be written using the international format—for example, 1 (U.S. country code) + 800 (area code) + 1001000 (local phone number).

Ensure the security of your data by implementing a robust cybersecurity solution. That way, it’ll be difficult for cybercriminals to launch attacks on your system. 

Lastly, review all the laws that have something to do with outbound calling campaigns. You may visit the Federal Trade Commission for more information. 

  • Data Using

Filter your data and remove everything that doesn’t make sense. For example, calling those who are not even a part of your list of target customers may not make sense at all. It’s just a waste of your time, money, and energy.

Always keep your data up to date. Customer information may change over time, so make sure to update it regularly. You may call your customers from time to time to check if the information you have is still useful.

Managing your customer data is essential for a successful outbound calling campaign. Use the tips above to source data properly, stay compliant with the law, determine target customers, and provide exceptional customer service.

  • Create A Call Script

A call script is an essential element of a successful outbound calling campaign. It is a written dialogue that guides sales representatives during a call. With this, they’ll make fewer mistakes and provide structured messages, increasing their chances of closing a sale. 

A call script should contain four primary components: disclosure, structure, summary, and post-call process.

  • Disclosure

This includes the introduction part of the call, where sales agents inform the customer about the purpose of the call. Don’t forget to mention your name and the company where you came from.

  • Structure

A proper call structure should include the following:

  • Asking relevant questions.
  • Finding out whether customers are satisfied.
  • Discussing product benefits.
  • Answering customers’ questions.
  • Closing the call. 
  • Summary

You want to ensure that your customer understands everything you’ve discussed with them. This is the best time to summarize the entire call and erase all possible misunderstandings.

  • Summary

You want to ensure that your customer understands everything you’ve discussed with them. This is the best time to summarize the entire call and erase all possible misunderstandings.

  • Post-Call

This is the stage where sales agents have fulfilled their promises during a call. For example, they provide a detailed email about your products and services right after the call. 

Keep in mind that call scripts are just a guide; they’re not made to be read while on a call. If you want to read them, make sure you don’t sound like one. The customer on the other end of the line might think you’re not prepared enough to make the call.

  • Choose A Dialing Mode

Dialing modes can be divided into three types: preview, power, and predictive. 

  • Preview Dialing

This mode provides sales agents with a preview of information regarding the contact they’re about to call. This is ideal for sales teams with a small contact list. You can use this mode to follow up with customers about their previous transactions.

  • Power Dialing

This mode is ideal for calling multiple prospects and customers in a day. It automatically proceeds to the next contact on the list and filters unattended, busy, and unanswered lines.

  • Predictive Dialing

This mode is more advanced compared to others. It uses machine learning to analyze call duration and pick-up rates to ensure that your agents can call as many contacts as possible. 

When choosing a dialing mode, make sure that it’s suitable for the goal you want to achieve. For example, if you want to call clients to verify their bookings for their trip, using preview dialing mode might make more sense than others. 

  • Measure What Needs To Be Measured

Do you want to find out whether your outbound calling campaign is successful? If you do, measuring these essential key performance indicators (KPIs) is necessary.

  • Occupancy Rate – determines how busy your agents are
  • Hit Rate – determines the percentage of sales against the total number of calls made
  • Conversion Rate – determines the percentage of prospects who purchased the call
  • First Call Close – refers to calls that lead to outbound sales after the first call
  • Average Talk Time – refers to the average call duration
  • Calls Per Agent – refers to the average number of calls an agent can handle per day
  • Contact Rate – refers to the percentage of successful calls against the total number of leads

Track these KPIs to improve the efficiency of your sales agents’ efficiency and your company’s profitability.  

 

Final Thoughts

Outbound calling is the backbone of sales and marketing campaigns. It’s the process of reaching existing and potential customers via phone. It’s done to promote products, make surveys, sell services, and collect debts. 

If you’re planning to launch an outbound calling campaign but don’t know where to start, this step-by-step guide is what you need. Follow the steps provided for a successful outbound calling campaign.

 

By Jim O Brien/CEO

CEO and expert in transport and Mobile tech. A fan 20 years, mobile consultant, Nokia Mobile expert, Former Nokia/Microsoft VIP,Multiple forum tech supporter with worldwide top ranking,Working in the background on mobile technology, Weekly radio show, Featured on the RTE consumer show, Cavan TV and on TRT WORLD. Award winning Technology reviewer and blogger. Security and logisitcs Professional.

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