Successful outgoing calls can significantly improve results - it’s the dream scenario for many businesses. Getting this right is a combination of practical approach and emotional connection - both are necessary to create that vital spark that makes room for ongoing partnership. These are our top tips to maximise your outgoing calls and make them work better for your business.
● Make sure you have a strategy. What’s the plan for the moment when the call is answered? Is this about booking appointments, gathering information or hitting sales targets? What are the key metrics that you want the people making the calls to bear in mind in terms of conversion rate, average call time and expectations around something like first-call closes.
● Is your team engaged? The success of outgoing calls is largely down to the people making them, which is why it’s so important to look at whether your team could be better engaged. There are two key components to this, the first of which is incentives - what carrots are you offering in order to motivate people to go over and above? The second element is training because this is what will give people confidence and provide them with the information and direction they need to succeed.
● Can you improve the quality of the call list? When it comes to your call list it’s better to have a small volume of qualified leads than a vast list of unknowns. Your list should incorporate a variety of research on everything, from product needs to location and industry. Make sure that the data on your call lists is correct and that you’re making contact with the people who are most likely to be responsive to your efforts.
● Have a script that leaves room for improvement. A script should provide the foundation and inspiration for outgoing calls - but your team shouldn’t feel that they need to stick to it word for word. A great script will provide the kind of language that can open the door to real connections but also allow for agents to grow in confidence and add their own flourish. The script should also evolve over time - the most effective version is going to be the one that the widest range of people has been able to contribute to.
● Make engagement the priority for every call. When someone picks up, the object should always be to engage them, as this is what is most likely to prevent the call being cut short. First impressions take around seven seconds so this is the time available to really create a hook to get someone interested. Being clear about respecting someone’s time is really important - rambling speeches aren’t appropriate - and evidence of understanding their challenges, role, needs and wants is going to be key. Wild outrageous promises that could never be fulfilled are a big no. Ensuring a follow up meeting is set before the call ends must be a priority.
If you’re keen to maximise the impact of outgoing calls at your business then these are some of the simplest ways to do it. Find out more by booking on to our Outgoing Calls - Maximising Effectiveness training course...