The success of your business depends on the way you reach out to your customers. Today, various methods are used to make a customer contact. Cold calling is one of them. The quality of cold calling decides the effectiveness of the customer relation.
Every customer connection can be beneficial for your business in terms of strengthening the customer base. So, the strategies to make this connection worthwhile comprise various tools and the communication methods. The overall infrastructure of your communication system has a lot to do with these two aspects.
Working on these two aspects can bring in good results but when we take the holistic picture of it after the first communication has happened, it is the second connection with the same customer decides if the customer is going to stay or leave. A good customer base is a matter of arrival of need and immediate delivery of a solution. If your product or service is helping in fulfilling any need of the customer then you should outreach your customers with outbound call solutions. Let’s go deeper into this.
Pain Points Of the Customers
When the customers interact with the customer service agent, there are two things in his mind. The first thing is, an appropriate solution to his problem and the second thing is, his time that is being invested into it. While dealing with the agent the, the diction, language and knowledge of the agent come into play. In fact, there’s lot more trending in the world of CX and customer service. But in the point of view of the customers there are several pain points that work against the good experience of the customers.
- Customers get fed up easily if the customer service is not prompt.
- Long hold time is another thing working against the good customer experience
- Data breaches in the customer service environment make the customers reluctant to share their personal data with them.
- Customers have become more impatient and they can’t wait after a threshold.
- A not so well designed IVR just consumes the time of the customers and doesn’t lead them to a solution.
- Not being able to understand the agent language also makes the customers unwilling towards the customer service.
- When the agent is not able to lead a customer to a solution and the customer is not able to contact with the manager to report about the matter, he gets more frustrated.
- Cold calls always turn off the customers if the caller is not able to apprise the customer with the inherent benefits of the call.
- Lack of follow up by the companies make the customers more unwilling to opt for the services.
Every business has its own way of doing a business and its customers have certain pain points that fall on a common platform. Being a business owner, it is necessary to be attentive towards such loopholes and identify them.
What to Avoid While Making the Outbound Calls
The outbound calls made by agents should lead to a productive communication and outbound sales calls should have certain attributes that help in accelerating the sales. As the call center environment asks for certain things to be cared about and certain things to be avoided. Let’s look at few things you need to consider for a successful sales call.
Agent training is one of the options that helps in making the scenario more reliable for the customers. An outbound sales call starts with a greeting note, make sure it is not cliched as most of the customers have a conditioning of paying less attention to such calls. The timing of the call is another important thing that helps in making the customer conversation more likely.
A sales call is a pitch for your product or service, it should be able to earn credentials in the minds of the customers so the role of an easy diction is very important. Apart from this the agent should not use the same set of words to make his point. It turns off the customer’s interest.
While making a conversation the essential part stays behind the marketing pitch and the agent misses out on the customer’s needs. So while making a pitch, never lose focus from the prospects.
The conversation should not proceed without a goal and the agent should check it if the conversation is leading to a purposeful point.
Once the very first point of contact has happened, the next thing is scheduling of the next call which should be done on a priority basis. The further cues to make the customer stay interested in the process making the conversation more relevant.
Making Outbound Calls with Dialer
Dialers have made the outbound call solution much easier and they use the customer data efficiently. Since the dialers are cloud hosted,the benefits they reap out of the data are, immense. When the customer data is fed to the dialer, it dials the customer numbers at the scheduled time. Automatic dialing is very efficient in making an effective access to the customers to make a first point of contact. Once the point of contact has happened, it is the responsibility of the company to involve the agent’s knowledge to get the customers in the orbit of your business.
In the dialer technology, the deeper analytics have brought in more predictability about the customers. The predictive dialer takes the demographics and time zones into consideration and picks a suitable time to dial the customer numbers, automatically. An appropriate timing of the outbound calls helps in making the customers more likely to take the call and speak with the agents.
An intelligent approach in outbound dialing ensures a solid customer base and also creates a sense of faith among the customers towards your services.
Customer Follow Up
Once the point of contact with the customer has been made, follow up becomes necessary and a cloud hosted dialer is a big help in this terms because CRM (Customer Relationship Management) is integrated to the dialer and the customer data is always handy.
The follow up can be done by different other channels like e-mail, chat or a phone call. When the follow up is done make sure the conversation shouldn’t start from the scratch. The best practice is to make the conversation more personal and give the customers a sense of involvement with a good service.
According to Small Biz Trends the follow up should be prompt, proactive and patient.
Every outbound call you make can lead you to a promising customer if the mentioned points are taken care of well. And the best practices are those that allow to seize every opportunity that comes with an outbound call.
Now if we look at the customer pain points then the most prominent ones are, lack of promptness in agent response, long hold time, data breaches, not being able to deal with the impatient customers, agent’s inability to use a proper language.
These pain points can be solved easily if you have a thoughtfully designed outbound solution. Another advantage of an outbound solution is, it gives you time to be well prepared for the next interaction with the customer. The level of your preparation wins you a customer through an outbound solution.