Contact Center Solution | Choose the right teleprospecting software to boost your sales

June 08 2020

Cold calling, telemarketing, phoning, outgoing call campaigns, ... Some of these terms are used to describe teleprospecting, the mainstay of commercial activity. Using the right outbound call management solution will save you time by automating many actions. Here are 5 important points to check when choosing your call center solution:

1) Add contacts in different ways


Depending on your objectives, there are 3 methods to add contacts into a teleprospecting campaign:

  • The import of contacts file into the solution

You can import your file manually into the call center solution which will then contact your prospects one after the other. This method does not require any integration and is done in a few clicks. On the other hand, it lacks flexibility.

  • Querying a contact file

Same method as the previous one but with fewer manual actions. You no longer have to import your file into the solution, it is the solution that will query your file using integrations.

  • Adding leads step by step
According to defined workflows, leads will be automatically added to your call campaign. For example, a prospect filling out a form on your site can be added to a telemarketing campaign immediately. This method is the most flexible and responsive thanks to a high level of automation. On the other hand, it requires upstream development efforts.


2) Have different dialing modes

Once your contacts have been added and are ready to be called, you should choose the dialling mode that best suits your needs. Preview, Progressive, Predictive: which mode should you choose for your call campaigns?

  • Preview mode: 
When the outbound campaign solution detects that an agent is available, all the useful information pop ups in his agent platform. The agent can then consult this information before triggering the call in one click.

 

The preview mode is appropriate for qualitative campaigns such as reminders following appointment scheduling, but it does not optimize team productivity.

  • Progressive mode:
When the cloud contact center software detects that an agent is available, it triggers the call and redirects the contact's record in the agent interface. Contrary to the preview mode, the agent does not trigger the call: the dialer or call automaton does it automatically. Associating answering machine detection also saves time by leaving a pre-recorded voice message.

The progressive mode thus makes it possible to efficiently combine quality and productivity.

  • Predictive mode:

When the call campaign tool detects that an agent will be available in the seconds to come, it triggers calls automatically. Predictive dialing depends on an algorithm that takes into account data such as the number of advisers available or in conversation, the average duration of the call, the average call handling time, ... Like any statistical model, this mode is not perfect: sometimes the solution triggers a call before an advisor is available.

Predictive mode is recommended for phone prospecting involving files of several thousand contacts.

3) Set up call strategies


The reachability rate is one of the metrics most frequently used by supervisors who manage outbound call campaigns, whether for telemarketing, prospecting,  phone calls or telemarketing campaigns.

In order to maximize this rate of reachability, call and callback rules based on defined criteria will allow you to obtain excellent results. For example, you can try to reach retired people on a landline telephone in the middle of the day, but this strategy will not be effective with people who are working.

Despite your rules, if you were unable to reach your contact on the first attempt, you can also program callback rules to diversify the days and times of calls.

Tip: a technique that also gives good results is to complement your outgoing call campaigns with SMS campaigns. After 2 or 3 unsuccessful attempts, send an SMS to your contact to let them know that you tried to reach them and that you will try to contact them again later.

4) Create a call script easily

 

During telemarketing campaigns, the first few seconds are crucial.

The call script is not meant to be read word for word in a monotonous tone. On the contrary, it is meant to accompany your advisors' speech with keywords and answers to the various objections they may face.

The more your customer data will be updated in your CRM, the more personalized your speech will be and the more efficient your agents will be! A contact center solution integrated in your CRM allows you to adapt your call scripts to the context, to make it a real decision support tool for your advisers and thus optimize the results of your campaigns.

5) Automate post-call workflows


Is your call over? All the information exchanged must be entered into a database or a CRM to be used in the next interaction.

A single call is not always enough so follow-up and reminders are key. In order to maximise follow-up, automate workflows according to predefined conditions: automatic sending of SMS and emails, scheduling of an automatic reminder after x days, ... as many possible strategies that will allow you to make your call campaigns a success.

Do you want to set up an outbound call campaign solution to boost your sales? Let's talk about it together!


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