Do you use outbound as a proactive, well-planned service that customers appreciate? Modern diallers can be set using intelligence gained about a contact to Precision dial, reaching them at the right time and reducing your agents’ workload.
Plan your outbound dialling strategy and engage with your customers, giving them information and choices on how they do business with you. Provide a proactive outbound service and it can also stop a customer service issue turning into a costly concern, as well as improving customer loyalty.
5 Tips for a successful Outbound Dialling Strategy
- Do your housekeeping and clean your contact list, because outbound technology is only as good as the data it uses. Remove duplications and obsolete details. Check your list is relevant to each campaign. If you can, integrate your CRM to streamline the process and centralise all contact information.
- Ensure you comply: since March Ofcom has tightened up its rules for ‘Persistent Misuse,’ so check that your dialler system is set within the regulations and that staff are trained in this important area too.
- Precision dialling – increase the accuracy and efficiency of your outbound contact to achieve the highest connection rates possible and maximise sales, collections, customer service messages etc. Precision dialling is predicated on the idea that you set your dialler based on your knowledge about each customer. For example, they might have created a quotation on your website or via an aggregator so you know that they’re currently active; or they could be a long-standing, existing contact so you’ll have some history of when it is they call you. You should therefore be able to look at your inbound records to pinpoint the best time to call that person. It’s important to gather intelligence from all areas of your contact centre – inbound and outbound calls, emails, tweets, chats etc. – which might give you valuable insight.
- Use multichannel outbound communication to help customers in a way that suits them, which also works for your contact centre. For example, if your customers use mobiles you could combine text messaging, to remind them to pay a bill, with traditional dialling to follow up late payers.
- Channel shift – multichannel requests for contact can be fed into the dialler to deliver a fast, personal response to customers and reduce queues. ‘Meet’ customers on their chosen channel and take them to where you want them to be. For example, you can shift inbound calls to outbound text messages or emails, which provide the callers with a fast way to get the answer they need. This might be a link to your website where they can self-serve.
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