Call Centre Strategies

Whether you operate a manual dialling call centre, or have invested in Dialler technology, strategies need to be in place to ensure you are maximising the number of contacts for your team. Having a team in place and nobody for them to talk to is not very practical. We can analyse your current strategies and align them with your business requirements. We can review your use of technology and management information. We will optimise your service hours and most importantly, identify the best methods of communicating with your customers.

Outbound Dialling

Generally, outbound dialling call centres have been used by debt recovery companies, but more organisations are using these strategies to improve their customer service and retain their existing customer base. It’s not good enough these days to spend so much time generating new leads and not maintaining them. But you also don’t want to be a nuisance, so ensuring that you have the proper outbound dialling strategy in place is crucial to keeping the right balance.

Generating Leads

Allow your strategy to follow up on interest in your product. After spending so much on an advertising campaign, does your organisation follow up with a call? You should. But, who do you call, and when should you call? It needs to be timely, but not intrusive.

Is your product renewable? A ‘time to renew’ letter is purely a reminder to shop around for the best price. A timely call after a letter will dramatically increase the number of renewals. In Ireland, the Consumer Protection Code creates some challenges, so each attempted contact needs to count.

Debt Recovery

As already mentioned, an effective outbound strategy is essential to the success of the recovery of debt. If a payment is missed, it’s crucial that the customer is contacted on the day that the payment was due. If your organisation is relaxed about it’s accounts receivables, your customers will be relaxed about their accounts payables. People pay people, so ensure your people are the first ones to talk to your customer’s people.

Targets

Be careful not to get too caught up in the number of calls your staff make. Yes, it’s a metric that can be used, but it’s an easy one. More calls does not mean higher conversion rates. A balance needs to be found to ensure your team are communicating effectively with your customers, and not just talking. Be SMART. Targets need to be Specific, Measurable, Achievable, Realistic & Timely

Inbound

Do you know your abandon rate? Do you know how long your customers are waiting for you to answer the phone? Are your customers caught in an IVR, or does your IVR hang up on your customer? Or, do you even need an IVR?

Let us help you streamline your call centre's inbound strategy to ensure your customers are treated in a manner that reflects the values of your business.