As a call center manager, you are intensely focused on outbound campaigns, the lifeblood of your company. These campaigns need to be well designed and go smoothly. You need to connect with as many potential clients as possible each day while following ethical dialing standards. When things go well, you have a good ratio of calls to sales.
Of course, not all outbound campaigns go well. Your success largely depends on proactive phone number management. You may sometimes overlook this factor as you operate a complicated campaign. However, being lax in this area can ruin your company’s reputation and produce anemic sales.
As a manager, these problems can also put your job in danger. For the health of your company and your career, make phone number management a priority during every campaign.
Where You Buy Numbers Is Important!
Obviously, you need many phone numbers for your campaign to work. Where your company buys these numbers is crucial. You need a reliable source. Also, your call center may buy its numbers in bulk. And while this method is a tried-and-true strategy to get a good pool of numbers for cheap, it sometimes comes with problems. Unfortunately, these bulk numbers are often recycled by the seller and resold in larger pools. This shady maneuver means that carriers may have already flagged many of these bulk numbers, making them useless or even harmful to you.
Scan Your Purchased Numbers for Flags
To prevent these issues, deal with companies that have a good business reputation. Then, after you purchase numbers, always scan them and check for flags before assigning them to agents. Otherwise, you risk losing potential customers who will not answer a flagged number. Your reputation will suffer because many consumers now share suspicious phone numbers with others on various online forums. They are not likely to give you another chance, no matter the quality of your product or service.
Beware of Low Attestation Ratings
Additionally, the carrier owner of the numbers can negatively affect your attestation rating in STIR/SHAKEN. You can easily earn a C rating, which means the carrier cannot authenticate the call’s origin or your Caller ID. A low attestation rating can do lasting harm to your business or organization. Using trusted number providers is a good way to ensure your calls show they are from a legitimate source.
Buying numbers in bulk does have advantages. It is an inexpensive way to reach many consumers who can boost your business. But these purchases also contain some dangers. You do have to check these numbers thoroughly to make certain they are not “damaged goods”.
CNAM refers to your caller ID name, the name that shows up on consumers’ phones. Registering your numbers’ CNAM data with carriers can help with your phone number management. When you take this step, you show that the numbers belong to your company because your true caller ID will appear. Consumers will see your numbers as legitimate when they read your company name on their smartphone or landline.
You can further protect your reputation by registering the numbers used only for inbound calls on the Do Not Originate list. When you do, anyone trying to use your inbound numbers to place outbound calls will be blocked at the carrier level. Registering with this list allows carriers to identify bad actors who are using your numbers to spoof consumers. It is another essential step toward protecting your reputation. Plus, you are saving consumers from scammers who give the entire industry a bad name.
Managing Call Volume
Call volume management is crucial for successful outbound dialing campaigns. If you are using the wrong dialer or incorrect configurations, your outbound calls may be processing too fast. Power dialers, for example, have the potential to dial consumers faster than agents are available.
Consumers are often irate when they answer a call and no one is on the line. Also, this issue burns through your leads and leaves your agents frustrated. You must ensure that an agent is on the line whenever a consumer answers. Otherwise, you are just asking for your numbers to be flagged.
Your Lead and Contact Lists Matter
The lists you use to dial customers play a factor in your call volume. They should contain qualified numbers – those of consumers who may be interested in your products. If the people on your list are not interested in what your business offers, you have a much higher turn-around rate in calls. This problem not only wastes your agents’ time but also requires that you make more calls to close a sale. Carriers often monitor call volume and issue automatic flags for numbers that are dialing too heavily. A good list prevents these issues.
Swap Out Numbers Frequently
Swapping out your numbers throughout the day is another excellent call management strategy. When you change numbers this way, you are more likely to avoid being flagged by carriers. Industry experts recommended that a single phone number should not dial out more than 100 times per day. If you go over that number, you risk receiving a dreaded flag. You need to have a pool of available and clean numbers at all times. Taking this step can be the difference between your calls connecting to your prospects or being rejected and potentially flagged.
Allowing Numbers to Cool Down
If carriers flag some of your numbers, you may still be able to save them. Try dropping them out of your dialing pool for a time and see if the flags eventually drop off. Just check them thoroughly before putting them back in action. Using this method is an easy way to salvage some needed assets without compromising your campaign’s success.
Monitor Your Phone Numbers
The best-designed campaign can fail if your numbers are faulty. Phone number management is key to your call center’s success, especially for outbound campaigns. When you purchase phone numbers, particularly in bulk, you cannot count on them being clean. Carriers may have already flagged a significant portion of them. It is essential that you check these numbers to make certain they are ready to use.
When your company first purchases these numbers, scan them to look for flags Then, once you begin using the numbers, scan them all daily so you know immediately if one has been flagged in the last few hours. If your numbers are receiving new flags, it can indicate issues with your campaign performance, agents, or even dialing lists. Once you identify flags, you will then be able to take action to correct the problem.