Get a Quote
Top 5 Practices that make Outbound Voice Support a Success

Top 5 Practices that make Outbound Voice Support a Success

Mar 7th, 2018

Outbound calls are a way to strengthen customer relationships by increasing contact and improving the quality of customer experience. A welcome call to a new customer or a call to a customer who has posted a grievance online, for example, reinforces the relationship and provides an opportunity to offer additional products or services.

Calling a customer for feedback after a service delivery demonstrates that you are concerned about the quality of service and value their feedback too. Hence an Outbound Voice Support team plays a very important role in representing a business and ensure its growth.

5 practices that can make an Outbound Voice Process effective are:

  • Scripting: Scripting is a way to maintain decorum in retaining information, maintain consistency and avoid mistakes during communication with the customer. But many a times, agents forget to bring in emotions and also improvise in their script causing them to fumble or sound like a robot while speaking with the customer. A balance should be maintained between being professional and being a machine.

  • Engagement during Call: The main focus of an outbound call agent is to ensure that the customer is not in a situation where he cannot spare time but you keep pestering them to speak with you. This will only end badly with the customer hanging up on you! Make sure to follow the few points listed below to gain a good outbound call experience.

    • Being attentive

    • Make them feel heard

    • Avoiding false promises

    • Setting a follow up call

  • Goals and KPIs: As a person managing the outbound call process, it is necessary that you set goals and KPIs for your team for the whole year. Here is a small selection of KPIs which are the baselines to maintaining and achieving goals:

    • Average handle time (length of all calls / total number of calls)

    • Conversion rate (number of sales / total number of calls)

    • First call close (number of closes on the first call / total number of calls)

    • Occupancy rate (time spent on calls vs. time spent unavailable)

  • Training and Incentives: Another major factor which helps shape the success of your process is the training that is provided to your agents before they are allocated to proceed with live calling. These training should include etiquettes, demo live calling and basic process trainings. Incentives which are performance based cash/non cash bonuses should be both short- and long-term, in order to encourage continued excellence.

  • Feedback Loop: Feedback should be an integral part of an outbound voice support process, by ensuring that every agent gets feedback on his or her calls, the area that needs improvement can be targeted and worked upon easily. These feedback help in overall development of the agent and fortifies better customer handling and satisfaction next time.

Conclusion:

With Trupp Global’s best practices of voice support, it is ensured that your customers don’t have to endure unnecessarily long calls and benefit from every telephonic interaction. Regular coaching sessions also safeguards that your outbound call strategy is perfected by involving agents in personalized training designed for their needs.