Outsourcing call center operations is an essential marketing and sales strategy used by many companies. These are a few tips to help ensure the success of your next call center campaign:
- Begin with a test campaign over time. Some call centers require a minimum number of hours to launch a test. Make sure your call center doesn’t run through those hours in a day’s time. Stretch the test campaign out over several days so that you can identify problems and make corrections. It’s important to pay attention to results during the test; not after. Doing so helps to ensure a successful call center campaign test.
- Most centers will record calls for quality assurance. Hire a call center that keeps those calls and provides you with access to them. Reviewing call recordings is vital to “tweaking” your scripts or requesting a change in agents.
- Be clear about your expectations. Give the call center as much detail as possible about the data you are providing, the target market, language requirements, closing percentages expected and the product or service you are marketing.
- Ask questions. It is expected that you probably don’t know the ins and outs of the call center industry, the technology and equipment used and the experience of the center you are hiring. So, ask questions because being more informed improves your ability to communicate more effectively with call center management.
- Negotiate fractional time intervals. Hire a call center that charges you by the minute rather than by the quarter hour. Keep your costs down by checking call logs and matching them to your invoices.
- Be realistic about the results. Campaign success is variable; not fixed. Keep in mind that a test only provides a tiny picture of an overall campaign. There are multiples to consider such as the calling data, scripts, time of day for outbound calls, instructions given to the center and the duration of the call center engagement.
- Stick with it. As with most successful marketing strategies, repetition is the key to creating brand awareness and increasing your return. Employ the call center for an extended period of time while you sharpen your scripts and find the right data set.
Client Connect, Inc. is a U.S. based call center management company with offices in Miami, Florida. Call us toll free today for a free consultation! 1-866-599-3366.