If your business relies on cold calling to find potential new customers, you’ll understand the pressures that your outbound call team will face on a daily basis. If the results haven’t been as good as you would expect, or you are struggling with the demands in-house, one approach could be to hire the services of a professional contact centre team with the experience of cold calling in a wide variety of industries. At Frontline, we have that experience and can implement a cold calling team that hits targets and most importantly maintains consistency of approach during every call.
There could be a few reasons why your cold calling isn’t hitting the targets that you would like. It is important that you have a full understanding of your target customers, what makes them tick, what is likely to elicit the positive response you are looking for. There are also different methods that you can test out to see what works for a large percentage of your targeted calls. It is also vital that you have a team of outbound call agents who are fully versed in all things cold calling, understand how to deal with rejection (as there is always a lot of that in a cold calling role) and know your products and services inside out.
If you are struggling to see real progress with your cold calling statistics, how can you improve performance?
The first thing to do is to take a look at the current policy and work out where you can tweak processes. Look at the data and work out which customers have been the best since you have acquired them, and then work back and look at the first-time interactions and what has worked on those customers. You are only ever as good as the data you collect and collate.
Another way to improve is to automate certain parts of the cold calling process that can become boring for the cold calling agents. This includes, finding the next call to make and bringing up information that is needed for that call. Provide your staff with the right tools to do the job and they are more likely to succeed. This is where a call centre setting, with the relevant software can help improve efficiencies.
Testing is also vital to improving cold calling performance statistics. If you have a cold calling script, why not test out two approaches, and continuously look at ways in which they can be improved. If one script works significantly better than another, look to that as the foundation of future scripts, that can be tweaked depending on the specific product line or promotion.
The idea behind our contact centre service is that we have an experienced team ready to be used in whatever way your business sees fit. Whether you need us to make all outbound calls to find your company new customers, act as the out-of-hours or emergency cover team when your in-house agents are at full capacity, or in any other way you see fit, our team is primed and ready to work hard for your company. Your customers will never know it is us, we are highly trained in customer service practice, but also, we’ll take the time to understand your products, services and approach, ensuring that your brand reputation remains consistent at all times.
If you would like to find out more and to help improve your outbound cold calling performance to find new leads, contact Frontline today on 01489 866630 or by emailing firstname.lastname@example.org.