If you want your customers to be well informed about your business, running outbound calling campaigns is not a choice but a necessity. Solid business communication skills in you and your agents will determine how successful your business will be. Telecommunication has emerged as a sturdy way for business communication these days. Attending incoming grievance and inquiry calls is something everyone is prepared for. Most of the incoming calls are predictable. Everyone has a fixed action plan and loads of notes for handling incoming calls. But this is not the same for outgoing calls. The dynamics are different when it comes to outgoing calling. Neither the calls are predictable nor you can give scripted replies. Outbound calling is important for landing new customers and making sure that the existing customers are happy with your services. The following outbound calling tips will help you in ramping up your outbound calling skills:
Have a crystal clear objective
If you’re in ambiguity about your reason for making an outbound call to a customer, I must suggest you never make that call. The first step to make sure that an outbound call is a success is to be clear about the objective for calling. Knowing your intention to call will not only help you in having better and healthy communication with the receiver but will also save time for both of you. Outbound calling is done majorly for 3 purposes. Firstly, to inform your customers that there is an update or availability of a new product. Secondly, for taking feedback and reviews from customers and thirdly initiating a conversation and convincing them to choose your business. Being clear about your objective for calling will help you get through the call confidently and boldly.
Confidence is your best friend
Before making any outbound calls brace yourself, drink some water, prepare well and let your confidence reflect through your voice. Clients can distinguish the credibility of the brand by noticing the agent’s tone. Set forward the genuineness of your item with power. When you have an incredible product, sell it strongly.
If your customer questions you about your product you must answer it confidently and tactfully. If you get nervous then this may deflect you from making the ideal effect on your client. Being reluctant not just makes a helpless impression of an agent, but of the brand too that they are addressing. Utilize your scripts if essential, however, try not to sound powerless or totally fake. Keep a subtle balance of confidence and calmness.
Keep a clock handy
Time is a crucial resource. Do not forget that every time you are making an outbound call you’re asking for someone’s time from their life. And you must value it. Exactly like your SMS and email crusades, it is critical to remember the circumstance of your outbound call crusades. Not every person will be available to take up your calls instantly.
For instance, making calls at pinnacle work hours is a bad choice as you might disturb the workflow of the customer and end up annoying them. Furthermore, whenever you make a call and a customer picks it up, make sure you talk about what’s important rather than wasting time on a short conversation. Instead of asking them ‘how are you doing?’ you can simply say ‘I hope you are doing fine. Changing your ways will save time for both you and your customer.
Talking like a Robo is a No-no!
Perhaps the most well-known issue with the agents is that they don’t sound natural. It will indeed take a lot of time to gain knowledge about your product but talking in a natural tone shows you can answer the inquiries of the clients effortlessly. Most agents tend to read everything from the given content script which makes them sound like a robot. Experienced customers comprehend that you are either making up a story or perusing from content, which turns them off. Cramming your content and then divulging the same to the customer will not do any good. If your customer questions back then you won’t be able to talk beyond your script. If you want to have successful outbound calls, you must have profound knowledge about your product to sound natural and confident.
Do not sound too pushy
This is one of the outbound calling tips that is ignored by many but it has a huge impact. You might think that being overtly friendly with your customers might fetch you some brownie points. But to your surprise, it might backfire. It would be better if you focus on your objective of calling and talk about it only. T
here is no second thought about the fact that you must be polite and should sound affable to your customers. But if you choose to cross the line of professionalism then you will have to pay. Talk respectfully and confidently to your customers, listen to them carefully and try to understand what they mean. Be friendly and considerate while talking to your client but maintain a professional tone too.
Talk less, listen more
I know it’s difficult, but that’s the key. Listening more and talking less will make your customers feel heard and respected, while that will also help you in figuring out what exactly your customer needs. Many agents tend to set forward their own conclusions before clients pose significant inquiries. The issue with these agents is that they listen less to clients’ issues and are keener on selling the item. This makes the impression of a hard-sell strategy, which doesn’t have an ideal impression on your customers.
The ideal methodology is paying attention to the customer’s assessment and afterward advancing the advantages of your product. Pitch your product to the customer, pay attention to what they say, and then conclude how your product will fulfill your customer’s needs. When you will listen to your customers, you will not only learn about what they need but will also be able to gather an idea of where your product stands in the market. Later, you can utilize this information to evolve your product as per customer preferences.
Boredom won’t be accepted
If a movie is boring, the audience tends to sleep even though it paid bucks to watch it. Then what makes you think that someone would listen to you talk about your services if you are unable to intrigue them? The quality of your call will determine whether you will land the customer or not. You must try to avoid fillers like ‘oh’ and ‘ah’ at all costs. They disrupt the flow of the conversation and sometimes annoy the customer too. Always try to speak to the point, have a logical explanation, and well-researched comebacks.
The more quality conversation, the better it will be. Keeping your customer interested in your conversation is an art. You will come across some customers who would love to engage with you while some others would shun you as soon as you start talking. That’s where you will need to bring your skills to keep a conversation going into play.
Prepare yourself for unforeseen circumstances
I must break it to you that outbound calling is not all sunshine. It might seem an easy task on paper but it’s very different in reality. Sometimes you will get easily pursuable customers while other times you will meet those who will be unconvinced even if you talk for an hour. You must be ready to deal with all situations. While selling a product you must be aware of all its details especially the trivial ones. Most of the time your customers pose an easy question about your product and you fail to answer it to the point. This is one of the outbound calling tips that sales representatives tend to ignore, make sure you are not one of them.
This puts forward a bad impression of your brand and it might even ruin your brand’s rapport through word of mouth. Every time a customer cross-questions, do not let your confidence shaken. Brace yourself, use your research, and answer them confidently. Having a good in-depth knowledge of your product will go a long way.
Use trusted outbound calling solutions
If you want to establish your brand’s rapport in the eyes of your customers then you must use trusted outbound calling software. Furthermore, the above-given outbound calling tips will work only if you have a reliable outbound calling solution. Outbound calls may seem like an easy task but it can be very time-consuming and frustrating if you do not utilize appropriate software for the same. Your one agent must make around 30-40 calls per day or maybe even more. It is practically impossible for them to dial every number manually and then keep a track of all the received calls and unanswered calls.
To facilitate your agents, increase their productivity, and make them work more efficiently use software like MyOperator’s click-to-call and outbound dialing solution. Click-to-call lets your agents dial a number with just one click. The outbound calling solution also comes with an exclusive dialer app through which your agent can make a call from anywhere using your business number itself. These solutions are hosted on the cloud which means you can even set up a remote team for your outbound calling.
These were the few outbound calling tips that will help you in the long run. But now it’s time to reconsider and opt for the right outbound calling solutions to accelerate your business performance.
Srishti loves reading and writing. If she is not with the books, she is probably out playing badminton. She is a fitness enthusiast and likes to indulge in creative chores.