These are the 5 essential elements in building a successful outbound campaign.
1. List Management
Generating detailed call lists is one of the most crucial steps in developing an effective outbound campaign management strategy. Having a list of qualified candidates will significantly increase the chances of converting them to clients.
While buying a lead list from a third party may seem convenient, it reduces the number of qualified candidates you get. Besides, since most lead-generating websites provide basic information, you will spend more resources to get all the missing data. It's always advisable to generate leads using reliable methods like referrals, website live chats, newsletter sign-ups, and social media ads.
Managing customers can be challenging for a business, but it helps you create a campaign strategy and observe market trends. Once you get detailed call lists, use various data managing systems to store and analyze the gathered information. Also, compare your contacts to the Do Not Call (DNC) registry and Health Insurance Portability and Accountability Acts (HIPAA) lists to remove similar numbers.
After that, contact the remaining leads, then group them based on factors like their taste and preferences, location, and spending habits. This process will help identify and remove incorrect data, in addition to uninterested customers. In case some of your leads are unreachable or unable to commit at the time of contact, create a separate database for them and follow up later.
2. Dialing Methods
Using phone calls is a reliable communication method since it creates a personal connection between agents and potential clients. Some of the most popular calling systems are:
- Predictive dialers.
- Preview dialers.
- Progressive dialers.
A predictive dialer is an automated calling system that selects contacts from a list, screens out busy signals and no-answers, then passes all answered calls to live agents.
This dialer identifies the agents available in a call center and adjusts the calling rate as needed. Since the system can make many calls at once, it helps companies save time and resources. Some industries that can benefit from predictive dialing are insurance, telemarketing, finance, and travel.
A progressive dialer is an automated calling system that presents contact information to an agent before dialing the phone number. Unlike the predictive one, this method gives an agent time to review the recipient's information before placing a call. It's ideal for those that need personalized customer connection, such as insurers, customer care service providers, and debt collectors.
Preview dialers are systems that show an agent the next contact in a dialing list, then allows them to skip or make the call. This aspect gives an agent time to learn more about a lead before calling them, which increases the chances of conversion. The method is suitable for call centers that deal with complex sales, such as real estate and commercial insurance.
Call centers should follow a set of rules and regulations for proper outbound campaign management. Failing to observe these rules exposes your company to hefty fines and penalties and influences mobile users to flag your numbers. Always review the regulations that apply to your industry and educate your agents to avoid violations.
Some acts that control dialing campaigns include:
- Fair Debt Collection Practices Act (FDCPA)
- Health Insurance Portability and Accountability Act (HIPAA)
- Telemarketing Consumer Protection Act (TCPA)
- Payment Card Industry Data Security Standard (PCI DSS)
- General Data Protection Regulation (GDPR)
- National Do Not Call (DNC) Registry
Recording phone calls can be an effective way to train your agents on effective marketing methods and reduce costly errors. Nonetheless, you ought to follow the state laws that govern call recording to avoid fines and lawsuits.
4. Phone Number Management
Proper phone management is an essential aspect of any outbound campaign. While most companies overlook it, poor number management can damage a business's reputation and reduce the rate of lead conversion.
It's worth buying phone numbers from reputable sources to reduce the chances of getting a flagged number. Also, you should also keep your used and unused numbers even when they are out of rotation to prevent them from getting into the hands of fraudulent individuals.
Phone carriers block suspected spam numbers to reduce unwanted calls and protect consumers from impostors. The most common basis used to flag numbers as a scam or a nuisance is a high call volume and frequency.
Always purchase excess phone numbers for your dialing campaign and switch them several times a day to avoid flagging. This measure will prevent heavy dialing and reduce the number of people who flag your numbers, allowing you to reach potential clients. Furthermore, register the phone numbers of carriers to verify your business and prevent cases of mislabeling.
5. Agent Management
The agents you hire for a dialing campaign can determine if your company reaches and convinces the targeted contacts. When hiring these professionals, make sure that their skills and abilities align with your business's culture and values.
Some features of an ideal agent are:
- Excellent communication skills
- High emotional intelligence
- Ability to handle pressure
- High knowledge retention
- Attention to detail
After selecting the most suitable candidates, conduct detailed training to introduce new reps to the company and various dialing projects. You should also ensure that the exercise includes a brief about the targeted audience, compliance requirements, and companies' values.
Assessing your agents can help you identify their strongest abilities, which will allow you to assign them suitable roles. This step will also enhance an agent's performance, speed up work and increase a company's productivity. Some of the evaluation methods you may apply to include setting specific goals, using customer feedback and conducting appraisals.
Importance of Phone Management
Observing the elements discussed above can allow a business to achieve proper outbound campaign management. At Caller ID Reputation, we offer phone managing services to help companies reach their leads and clients with no trouble. You can boost your campaigns' success by monitoring your phone numbers for flags on major blocking apps and carriers. Ultimately, outbound campaign management should include phone number management to mitigate flags and blocked calls.