Keeping in touch

Keeping in touch

Continuing our  series of blogs looking at how customers’ lives can be made easy we consider outbound contact. Before you provide an outbound service to your customers ensure that it will improve your relationship with them. Because outbound contact should be about making it effortless and easy for customers.

For example, can you use outbound messages to inform customers about the progress of transactions or to highlight a special offer they might be interested in? Are you using the right channel to contact them?

It’s important to contact them using the best channel. For example, customers may not need multichannel, even if you do! Use your knowledge of each customer to select the best channel to make contact – phone call, text message or email.

Also, a customer may have contacted you originally via email or, say, Twitter, but it might not be the best channel on which to reply. E.G.: To deal with a complaint it’s ALWAYS better to use the phone – social media is too public and a call resolves the issue faster than email.

Optimize the programming features on your outbound dialler with Precision dialling.

We’ve analyzed millions of calls for nearly 30 years and the secret is to use Precision Dialling to make contacting your customers easier.

Precision Dialling is using intelligent information to set your predictive dialler campaign to achieve value connections by getting in touch:

  • At the right time
  • In the right place
  • With the right message and medium to catch the contact’s attention

Use intelligence you’ve gained about each customer to programme your dialler. So you need good management reports and records.

The golden nugget is looking at individual customer records and using your information about when your customers contacted you to decide when to get back in touch. Think about it – if a person calls you at, say, 4pm it’s a good bet that they will be receptive to you calling them around that time. It’s not rocket science but it has proved a revelation in making higher numbers of live connections.

It’s important to gather intelligence from all areas of your contact centre – inbound and outbound calls, emails, tweets and chats – which might give you valuable customer information.

If you don’t have any intelligence on a specific customer start right away to build some up. In the meantime, use your common sense and make contact at a time most likely to catch them – in the evening for working people and so on.

2017-01-04T05:51:58+00:00