How to Run Your Most Successful Outbound Contact Centre Campaign?
You have just started an outbound contact centre campaign and you are not sure about prospecting and not quite sure if you are doing the right thing. You keep questioning whether or not you are reaching your target market and if your team knows what they are doing. The options are endless and it can all seem a little daunting. To help you out, here are a few tips on how to run your most successful outbound contact centre campaign.
Know your Prospects
Many times you will find that you are contacting people who you know a little about, but are not sure about many of their details. This is where you need to do your research. Are the people you plan to contact actual prospects or just a list of names you have collected over time? Knowing if the prospect is in fact in your target market will increase the chance for conversion.
For example, if I were to sell a make-up range I would not be wanting to contact middle aged men to sell my products to. They are likely to receive an email and send it straight to their trash or even spam.
Knowing who your prospects are also includes knowing where they are located. If you are targeting your local community then you won’t market to potential customers living in another state. Again, you will also want to do some research to make sure that the location of your prospective customers matches your target market.
You also want to know when the best time to reach your prospect will be. Do they prefer morning, afternoon or the evening? Would they rather an email over a phone call or a text message? These are all the things you will need to research so that you run your most successful outbound contact centre campaign.
Have a plan A and a plan B
You will have a script in place so that you are able to train your team on how to interact with your prospective customers. This should only be used as a teaching tool, not a strict stick to the script each and every time occurrence. You should ensure that these training scripts give your team different options to discuss, should your prospect not react in a predictable manner. This will allow your team to feel more comfortable in different situations and respond in the best way possible.
You will also need to remind them that the interaction still needs to be personal. When your team sound like a robot just trying to rattle off a list of things to say, then you could be doing more harm than good. Encouraging your team to make the interaction personal will build a stronger relationship with your prospects. This will also increase the success of your outbound call campaign.
Know your KPIs
A key performance indicator (KPI) allows you to set your business goals. These then allow you to see whether or not they have been achieved. This is important for a successful outbound contact centre campaign as it shows you what has worked and what hasn’t. A key to being successful is knowing what is working so you can keep doing it, and even improving on it. It is also a good idea to know what isn’t working so that you can make changes and become better.
Train Your Team
One of the most important factors for a successful outbound contact centre campaign is making sure your team has all the training they need to succeed. This could include finding a contact agent who has shown great success and getting other team members to shadow them. This is similar to a mentoring program.
For help with your outbound call campaign, call One Contact on 1800 377 000, or email us.