The shift to remote work has steadily increased in popularity over the past few years and across several different industries. Telemarketing is no different. Remote call centers are becoming the norm versus in-house call centers. A remote call center can allow a company overhead savings and provides their agents with added flexibility.
As perfect a solution as the remote call center has proven to be, remote campaigns can suffer if poorly configured or mismanaged – but your campaign can also suffer due to something you might not have even considered: how you appear on caller ID.
Consider this: how often do you let your phone go to voicemail because you didn’t recognize the number calling, or because the number looked otherwise suspicious? Most people do. It means that many of the leads you’re calling probably do the same. Customizing your caller ID demonstrates you’re calling for a valid reason – it shows you’re a real business with a genuine intent.
So, what do you really have at your disposal?
Elements of Caller ID Management
All caller IDs have essentially two elements – your name and your number.
The name section is name of your business. You have about 15 characters worth of space, but considering different phone types and screen sizes it could be less. Consider using the most recognizable part of your business name or shortening nonessential words.
The other section is your phone number. Using a custom number helps highlight your professionalism and using a number that has an area code local to the receiving party helps with your answer rate. The fewer flags you receive, the better your caller ID reputation.
Let’s take a look at factors that can affect your caller ID reputation.
How Your Caller ID Affects Your KPIs
As a business, you have many key performance indicators (KPIs). Your caller ID management affects these KPIs in ways you may not have considered. Three of the most significant KPI stats for outbound calling are:
- Conversion rate
- Occupancy rate
- First call closing rate
Your conversion rate is your agents’ ability to close a sale, or convert a lead into a prospect or opportunity. Conversion rates are often influenced by how the sales pitch interacts with the lead. Your rate could also indicate the quality of leads in your dialing list.
One factor that is often overlooked, though, is how your caller ID displays when you are dialing your leads. Chances are, if your caller ID displays “spam risk” or “scam likely”, your calling agents will have a significantly harder time converting a lead.
Another key indicator of an outbound campaign’s optimization is your agents’ occupancy rate. This indicates the amount of time your agents are spending on calls vs between calls. While this can be bogged down by entering notes or customer information, these issues can often be resolved by using a good CRM.
Once again, your caller ID display can cause your leads to not want to answer. Forcing your agents to make more calls in order to connect with leads more often essentially burns through your leads list faster.
First Call Close
Closing a deal on the first call is the ultimate goal of any sales agent. It boils down to getting in touch with the right lead at the right time, or a variety of other factors. But typically, confidence between the lead and the agent must be established for this to occur. Your caller ID is the first impression of your leads receive.
It’s important to manage your caller ID reputation during any outbound dialing campaign, but this is exponentially more vital in remote call center campaigns.
Phone Number Mismanagement in Remote Call Centers
How many phone numbers does your company have?
Chances are, this is probably something you haven’t given much thought – but you should. It’s highly likely that your remote call center is placing too many outbound calls on too few outbound numbers. This can be problematic. It can cause your number to get flagged by consumers as Spam or Scam Likely.
While numbers can be flagged by consumers, carriers can also flag phone numbers based on call volume and call activity. For example, if a number is dialing more than 250 times per day, it can reasonably be determined that a human is not manually dialing on this line. This can cause an automatic flag by carriers.
An answer to this predicament lies in having an optimal number of DIDs.
What is a DID?
DIDs, or Direct Inward Dialing numbers are phone numbers that are locally specific to the region that’s called. For instance, say your remote call center is located in Pittsburgh but your agent is calling San Diego. Your caller ID will show as a San Diego number. If your prospect chooses to call you back, they have a local number with which to do so. Using VOIP, the call is then routed back to your call center from anywhere in the world.
Remote Campaign DID Management
Mistakes happen. One of the most common mistakes occurring with remote call centers is in regards to configuration. If your remote agents have a dialing configuration of just one or two DIDs, even though this may have been standard practice in the past, it can get those numbers flagged quickly today as carriers monitor call activity and volume. Ensure you have enough good quality DIDs to meet your agents’ calling needs and swap them out regularly. This can help you avoid going over the carriers’ thresholds. This is especially pertinent for high volume call campaigns.
The recommendation is to place no more than 250 calls per DID in a given day. Ideally, you should have enough DIDs to place 100 or fewer calls per number. Although this frequency is not set in stone – carriers don’t publish this type of information – using fewer calls per DID is always the safest route. In order to conduct a successful and optimized outbound campaign, manage your caller ID and minimize your flag risks. This is a crucial step in remote campaign management.
If you continuously monitor your remote call center’s campaigns and make adjustments where necessary, you can help alleviate the risk of your numbers getting flagged – and thereby maintain your company’s caller ID reputation.