Outbound calls are a different game when compared to any other type of call. As an employee responsible for it, you need to be aware of the turnaround time of all the calls, make sure the potential leads listen to you and possibly turn them into loyal and happy customers.
A lot of things go in an outbound call. So, the company should be equally prepared with talent and have exceptional tools to improve their productivity. The first thing in the list of requirements is an email finder tool that lets you have access to hundreds of valid email addresses.
GetEmail.io is an exceptional website that can help you in finding email addresses in just a blink of an eye. Its cutting edge technology and artificial intelligence save your time in half while validating the email contacts.
Now, getting back, here are some tips and tricks to perfect every outbound call,
Know your goals and KPI
What is the goal of your outbound calling strategy? Is it to set up another meeting with the hierarchy of the sales funnel? or, is it to make direct sales? The business must have a well-defined sales strategy to improve the sales rates and thus grow the business.
And once the goals are set, they need to be assessed regularly. The Key Performance Indicators for outbound calls are usually 4 kinds,
- Average Handle Time – The average amount of time taken by an individual for sales. It also includes hold time and transfer time. The lesser your AHT is, the better the score will be.
- Conversion Rate – The number of people converting from potential leads to customers. It determines the efficiency of the employee in successfully converting the sales leads.
- Occupancy Rate – How much time did the employee spend on calls, and how much of the time were they idle or unavailable.
- First Call Close – The number of loyal clients conversion an employee makes on his/her first call. The higher this number is, the more productive the employee is.
The list of contacts
How can a person find a lead unless they have contact first? There are a lot of useful contacts as well as dead contacts. The first thing that the employee needs to do is to churn out latent connections from the lot. The medium of conversation is plenty. You have social media, SEO, SERP, email marketing, online marketing etc.
Decide the platform that suits best for accessing as many resourceful leads as possible. One of the best ways to get that is through social media and email search platforms. Social media lets you interact with the public, so you know the interested ones and get in touch with them. Another medium is more professional. By using email search platforms, you can access a plethora of professional email addresses and send them proposals. This is more formal and the leads will also take it seriously.
How to sound in a call?
Training the employees on the basic etiquette of a call is vital. They need to know the basic protocol of what to say and when. But teaching them line by line is not at all advisable because it sounds fake and unempathetic.
Every caller is a different person with unique characteristics, and they should be treated accordingly. If not, then there is no difference between an IVR and a person reading the script. A few employees are skilled enough to understand the circumstances and shift likewise. However, it needs to be improved every time and again to maintain relevance with the market.
While these are vital to follow, there are other features as well that make an outbound call great. It includes a good engagement, reciprocating empathy and constant monitoring of the calls for a better experience.
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