Want to take your outbound call centers to the next level in 2018? Here are a few simple yet powerful best practices that you have to implement to meet this objective:
Many times you might have noticed when outbound dialer dials a number, it connects to the customer first and after few seconds it connects to the agent. This is a big problem because most of the times if a customer doesn’t hear any return greeting within seconds, they will hung up. To cope with this issue it is highly recommended to invest in no pause dialers that connects both agent and customer at the same time.
It is advised by industry experts to invest in extensive training of agents. They are the backbone of any outbound call centers. Investing in their training should be your primary concern. Here training includes detailed product knowledge, handling criticism, mindset, concrete script, forming effective two-way communication and compassion towards customers.
The agents are consistently involved in handling calls and many times it’s natural to feel depressed and lack motivation. The environment is a big factor when it comes to call centers. Make sure you create an environment where agents feel motivated and have impulse to compete. Boost their productivity by investing in state-of-the-art infrastructure and providing industry leading perks.
We’ve seen many instances where outbound call centers make a big mistake by focusing on pitching the product directly. In order to create repeat customers, you need to focus on selling the idea and not the product directly. You need to explain to the customer what real life problem can be solved by using the product. By this, you are subconsciously explaining to him that he has a particular problem that needs to be attended immediately.
In order to improve the process, ask yourself these questions:
Remember, handling outbound call center is a continuous process. You need to keep your eyes open for new opportunities, market trends and competitors move in order to stay on top. And this is were the assistance of a leading outsourced outbound call center service providers such as ExpertCallers will be priceless. ExpertCallers has wide and comprehensive experience in handling a range of outbound call center services. Drawing upon the wide and comprehensive range of experience in handling a range of outbound call center services of all types, we can help you provide highly specialized and streamlined outbound services to bring the best return on your investment.