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11 Tips to Improve Your Outbound Calls Strategy

Are your outbound calls not making enough sales? You may need to rethink your strategies and implement new ones. Here are 11 tips to improve your outbound calling strategy and generate more leads.

11 Proven Tips to Improve Your Outbound Calls Strategy

Outbound calls are outgoing calls made from a company to its customers, vendors, and business partners. During outbound calls, agents or representatives call a list of promising leads or prospects and encourage them to make a purchase or sign up for a service.

Some common reasons for outbound calling are:

  • To increase brand awareness and visibility
  • Proactive approaches such as checking in with customers, setting upcoming appointments, following up on recent purchases or abandoned carts, etc.
  • Offering customer success services where you and customers or clients together work towards a goal
  • Verify or activate accounts
  • Send out reminders for upcoming payments or renewals
  • Collect feedback or conduct market research, to name a few

Outbound calls are sometimes known as cold calls, which are frequently used for sales, telemarketing, customer success, and more. However, cold calling is difficult because most customers are not prepared for your pitch.

So what can you do to grab their attention more effectively? Here are 11 useful tips to improve your outbound calling strategy.

1. Set Realistic Goals: Identify KPIs

First, it is important to set reasonable goals and share these with your teams. These goals and milestones can be modified as your business grows and new factors come into play. Make sure everyone understands what the goals are and how to achieve them. For example, are outbound calls meant to survey prospects or make a sale? How many sales should be made per month or per quarter? And so on.

Additionally, you want to identify relevant key performance indicators (KPIs) so you can measure employee performance. Common KPIs associated with outbound and sales calls are:

  1. Average Handle Time: Length of calls in relation to the total number of calls. Longer handling times may indicate difficulty in closing, poor persuasion skills, or insufficient product knowledge.
  2. First Call Resolution: Number of calls resolved on the first call in relation to the total number of calls. High first call resolution indicates that agents are doing well and are able to sell effectively without wasting time.
  3. Conversion Rate: Number of sales in relation to the total number of calls. A low conversion rate means that not enough sales are being made and the outbound calling strategy needs more work.
  4. Occupancy Rate: Time agents are spending on calls in relation to the amount of unavailable time spent. A low rate for an agent or rep means that they are struggling with post-call work.

2. Create the Ideal Call List

This goes without saying but if you are not targeting the right audience and demographic for your business, you won’t make great sales. Therefore, creating the perfect list can impact how well your business performs. Conduct market research and allow collaboration between marketing and sales teams so that together they can work on ideal buyer personas for your product. Then, develop a promising list that agents can pursue and generate more sales with.

3. Get an Outbound Calling Service

Consider getting a business VoIP service to support your local and international outbound calls. With a web dialer, your call center agent can quickly place calls from a computer and log important call notes.

Additionally, they can contact long-distance clients and display local area codes instead of international ones. Individuals are more likely to answer recognizable or local numbers instead of random, unknown ones.

4. Train Your Phone Sales Reps

Part of ensuring your phone sales reps are doing their jobs well is training them to do them correctly. Train and re-train agents to highlight and refresh best practices that they should imitate. Sit in on calls or record calls and review them to offer advice on proper and ineffective strategies. Refer to experts and webinars for more useful and modern sales development training tactics that outbound call center agents can use.

5. Collaborate with Marketing

Your marketing team has a good idea of how to sell to audiences. And your sales team knows who this audience is. Putting these two teams together can help you gain a bigger picture of your target audience and how to appeal to them.

6. Pay Attention to Your Prospect

Most agents dominate the call trying hard to make their pitch and sale. However, in order to gain their attention, you need to engage the prospect. Listen to them, pay attention to their needs, concerns, and issues. And adapt your pitch to make it flexible, allowing you to customize its relevance. This is much more useful as opposed to a stock script. Make them feel valued as individuals and not merely as another conquest in your sales job.

7. Study. Analyze. Optimize

Next, study your processes, responses, and agent performance. Use the KPIs and other metrics to track how your call center or business is performing. Analyze call tracking metrics to boost inside sales revenue.

8. Identify the Best Calling Times

Another factor worth paying attention to is the best time of day to call prospects. Most experts suggest that Wednesday and Thursday are the best days to call prospects. This is because they are not preoccupied with the upcoming week or getting ready for the weekend. Additionally, calling between 11 am and 1 pm or 4 pm and 5 pm is preferable instead of early morning or during the pre- or post-work commute.

9. Consider Outbound Calling Tools

As mentioned before, consider outbound calling tools such as a call center dialer, CRM, and customizable caller ID to boost your success rate. These tools make it easy and even automate processes to a certain degree which can make placing calls and closing deals faster.

10. Simplify the Process

Make it easy for prospects to understand your brand and product, find more information, and make the purchase. Only offer information that is necessary and relevant. Overstatement and technical jargon can put customers off.

11. Record and Review Interactions

It can be very helpful to see how your employees are interacting with customers. Use a call recording software to review calls and pay attention to customer preferences, behaviors, and more. This will give you insights into what aspects of your product or service are most and least successful. Based on that information, you can create better products and services and improve customer care.

5 Essential Tools to Boost Business Communications

Looking to improve your business phone system and improve customer relations? Here we will look at 5 essential tools that can improve business communications: IVR system, call recording software, outbound calling service, virtual numbers, and multichannel communication options.

Essential Communication Tools

Boosting your business communication system is important as it can determine how your sales perform. A business’ communication system is often two-ways: internal and external or inbound and outbound. Internal communication refers to conversations between team members or departments within the business. External, on the other hand, refers to interaction between the business and its customers. Additionally, inbound communication refers to incoming calls while outbound refers to outgoing calls.

Good internal communication helps encourage collaboration while increasing productivity and efficiency by ensuring everyone is on the same page. Whereas strong external communication leads to improved customer service and success and increased sales generation.

Global Call Forwarding offers a range of business phone solutions and communication tools to help you achieve your business goals through clear and effective communication. Read on the learn more!

1. IVR System

An interactive voice response or IVR system is an automated voice response that uses prerecorded messages and predetermined menu options to interact with customers. It answers incoming calls, greets callers, and provides them with options to move forward. It also helps identify the purpose of the call and directs callers to the appropriate department or agent.

Having your IVR system filter out incoming calls can help you better manage your call volume. This way, simple tasks can be taken care of by the IVR while more complex tasks move to the agent or employee.

Global Call Forwarding’s Advanced IVR feature is entirely customizable. You can decide what actions and options you want to give callers and design your IVR system in a way that suits your needs best. We offer IVR with each of our virtual number plans.

2. Call Recording Software

Call recording software is another popular and highly effective business communication tool. Businesses record calls to:

  • Improve quality of customer service
  • Train new employees on what standards to uphold
  • Maintain compliance with regulations
  • Protect against liabilities
  • Document conversations and transactions, etc.

And so, recording business calls can prove extremely beneficial for companies of all sizes and in every industry. In fact, in some industries and for particular business types (such as financial services), recording business calls is an absolute necessity.

With Global Call Forwarding’s call recording software, you can record 100% of all incoming and outgoing calls. These recordings are saved as MP3 files in your online account management system for up to 6 years. You can adjust the percent of calls to be recorded, as per your needs.

3. Outbound Calling

An outbound calling service is meant to support a company’s outgoing call volume. It does so by providing an opportunity for companies to expand their reach through phone conversations. With an outbound calling service, your enterprise can contact local and international customers and prospects. All without the hassle of international or long-distance calling charges.

With outbound calling, your business can:

  • Welcome new customers
  • Increase brand awareness
  • Generate sales and leads
  • Verify accounts and purchases
  • Follow-up with recent purchases or subscriptions
  • Offer specials and memberships discounts
  • Offer customer support and customer success
  • Send out appointment/renewal reminders, and more.

Furthermore, Global Call Forwarding’s outbound calling service comes with a customizable caller ID feature. You can display specific caller IDs when calling their matching cities, states, or countries. This will increase the likelihood of calls being answered as customers recognize local and toll free numbers over international or unknown numbers.

4. Virtual Phone Numbers

Virtual numbers are growing increasingly popular among businesses because of their affordability, flexibility, and mobility. These numbers route calls over an internet connection, making it possible to make and answer calls from anywhere in the world. Additionally, you can transform just about any device into a business phone to maintain communications.

Getting and using a virtual number is significantly cheaper than a regular one. This is because it lets you connect with customers across the world for inexpensive rates, which is not possible with traditional phone lines. And these numbers can be used from anywhere. So, whether you are traveling for business or need to move your office, taking your number with you is very easy.

The most attractive aspect of virtual numbers, however, is the list of additional advanced features that come along. These include:

  • Call forwarding
  • Call recording
  • IVR/PBX
  • Call transfer
  • Time/country routing
  • Simultaneous ringing
  • Outbound calling
  • SMS capabilities

5. Multichannel Communication Options

Besides phone communication, you may also consider providing your customers with other communication channels to increase convenience. For example, you can get an SMS plan along with your virtual number to encourage customers to text your business. This is helpful for customers who prefer texting over calling a company. Additionally, you can even maintain active web chat, email, and social media accounts so that customers preferring those methods of contact receive responses and resolutions.

Additionally, you can also have a click-to-call feature on your website that makes it easy for interested prospects to connect with you. For example, Global Call Forwarding offers a CallMe Click website widget. This widget, placed on your website, allows visitors to fill in their contact information and receive a call from your company immediately. Doing so tremendously reduces the number of steps they need to take to call you and it reduces wait times as well.

Communicate Better and Improve Overall Sales

These essential tools can boost business communications by making processes more efficient and increasing productivity within the office space. Additionally, they work towards providing callers with an enhanced caller experience that encourages trust in your company. To learn more about these tools or other features that we offer, call us at 1 (888) 908 6171 or talk to an expert.

Drive Up Sales for Your E-Commerce Business with Outbound Calling

Maintaining the sales growth rates can be overwhelming as businesses of different kinds go through high and low periods. But as an owner, you must ensure that your e-commerce business has the right tools to keep the rate steady, if not growing. Outbound calling is one such communication service that can help you reach and maintain the standards you set for the business.

Why Your E-Commerce Business Should Consider Outbound Calling

Outbound calling service is a virtual communication service offered by Global Call Forwarding. This service works to boost your outgoing call rate and supports your sales strategy. It enables you to call potential, recent, and recurring customers to offer customer support. Therefore, businesses that already have a large outgoing call volume or want to increase their outbound calling rate should consider this service.

If you get outbound calling alongside your virtual phone number plan from a cloud-based communications provider like Global Call Forwarding, then you will be able to route calls over the internet instead of traditional phone lines. This lets you expand your e-commerce business’ reach and connect with neighboring cities, states, and countries without having to worry about long-distance calling rates. You can interact with international customers without having to relocate.

Customize Your Caller ID

Global Call Forwarding offers this service with a customizable caller ID option. This means that you can display matching caller IDs of areas you are calling. For example, say you want to expand your business to Dubai, Mumbai, and London. If you purchase local or toll free numbers for these cities, then you can display their specific caller IDs when calling them. And so, when individuals receive your call, they will recognize a local or toll free number instead of a random international or “unknown” number.

Prospects are more likely to answer calls from numbers and calling codes they recognize. Additionally, they won’t hesitate to call back because they won’t be charged extra for calling a local number. And, they won’t be charged at all for calling a toll free one. This is how outbound calling can help you connect with new target groups, pitch your product, and generate more sales.

What Can You Achieve with this Service?

Besides merely selling to new prospects, you also want to satisfy your existing customers. Believe it or not, these are the customers that have the potential to form a fanbase for your service and recommend it to others. And, they can become recurring customers who use your service time and again because of good customer service and credibility. So, what are some ways your e-commerce business can use outbound calling to provide customer support?

  • Increase brand awareness
  • Welcome new customers
  • Generate leads through warm and cold calling
  • Verify customers and sales
  • Follow-up on purchases or inquires
  • Offer membership programs
  • Offer specials and promotions
  • Follow-up on abandoned carts or failed orders
  • Send out reminders for renewals and payments
  • Collect surveys and feedback

Get Outbound Calling

Getting outbound calling for your e-commerce business is simple. Find a provider that offers the service for a price that matches your budget. Watch for any additional features or tools that they provide as well. Global Call Forwarding offers outbound calling with call recording with each of our plans for a small additional fee.

To get the service, simply sign up for a new business number or port your existing number on our homepage. From the optional features, choose “Outbound Calling” and add it to your plan. Finalize your purchase and you can activate the service in less than a day. To learn more about our outbound calling service, call us at 1 (888) 908 6171.

Inbound Sales vs Outbound Sales: What Does Your Business Need?

One of the early choices a new start-up or small business needs to make is whether to adopt an inbound sales or outbound sales model. And in order to make the right decision, business owners need to understand what the difference is between the two sales approaches.

Inbound Sales vs Outbound Sales

Businesses vary in the type of products and services they offer as well as how they make sales. Some rely on interested prospects or website visitors who reach out to the company to make a purchase. While others rely on reaching out to potential target customers to sell the product to them. This, essentially, is the key difference between inbound sales and outbound sales.

Inbound sales and outbound sales—or inbound and outbound calling—differ based on the origination of the lead. Inbound sales refer to sales made when interested customers take the first step. On the other hand, outbound sales refer to selling attempts made by the company where they reach out to potential customers.

Inbound Sales

Often referred to as “warm leads,” inbound sales occur when an interested party initiates the selling process. That is, they’ve come across your product or service through ads or your website, and have now contacted you to make an inquiry or a purchase. Sales representatives have an advantage with inbound sales because they have a general idea of the customer’s need as well as their interest. And so, inbound sales have a better conversion rate.

At the same time, it should not be assumed that every inquiry or call will convert immediately. Interested individuals want more information or are in the market to research and compare products, and may not move forward in the buying process. The way to increase inbound sales is by making it easier and convenient for interested customers to call you. Toll free business numbers give callers a free way to call while click-to-call widgets on websites let callers connect with you with fewer steps.

Outbound Sales

Inhouse and outsourced sales teams use outbound sales to reach out to a predetermined list of individuals, in an attempt to sell your product to them. This list is usually created based on market research and in collaboration with marketing and sales teams. Individuals included in the list represent the ideal customer or buyer persona for your product. And so, it prevents your employees from connecting with weak leads.

Outbound sales take longer. Reps have to engage with clients over and over again, educate them about your services and present your business as the solution they need. Outbound sales are much harder to achieve than inbound sales and so are often underrated. Outbound sales do, however, help your business and sales teams expand their network and tap into new markets. Most businesses use an outbound calling service to boost their sales calls. Outbound calling is a cloud-based communication service that lets an organization call local and international contacts in an inexpensive way.

Which is More Suitable for Your Business?

While one may seem better than the other, the general consensus is that having both inbound and outbound sales proves more beneficial. But which do you need and when do you need to implement it? The structure of your sales approach depends on your business’ growth stage. Have you promoted your business enough? Do customers know it exists and can easily understand the products and services offered? Could they use a guiding hand?

It helps to have a variety of communication channels that support both inbound and outbound sales. To encourage inbound sales, use social media, content and email marketing, and paid ads to attract viewer attention. For outbound sales, purchase local numbers in the cities and states you plan to target. Individuals are more likely to answer calls from numbers that are familiar, as opposed to unknown, random numbers.

Communication Features with Global Call Forwarding

Boost your business’ communications with business numbers and advanced features like Outbound Calling, Call Recording, IVR, and more. For more information and to learn more about what we offer, contact us at 1 (888) 908 6171.

Improve Customer Success and Retention for Your Online Marketing Service with Outbound Calling

For many businesses, customer success and service can vastly impact how well they succeed and how long they survive. You will find that your online marketing service is no different. And so, you need every tool and feature available that can support your outbound calling needs which, in turn, will increase customer retention rates. Let’s see how all these elements work together.

What is Customer Success and Retention?

Customer success and retention are business functions that focus on providing customers with the necessary tools to succeed and achieve their goals. And, thereby, convert them into a returning customer. Customer success is a proactive approach where employees or reps reach out to customers to work together and find better solutions. Some tactics include suggesting other products, offering upgrades, cross-selling, providing market research and analytics, etc.

To ensure your marketing service is offering customers the best quality of work, customer success enables you to:

  • Develop strong customer relations by understanding their needs and goals
  • Take into account metrics and analytics for improvement
  • Help them reach their long-term goals
  • Present your product or service as the solution.

Customers who find value in your service—and can track their growth and success—will come back for more. These are the customers who will further recommend your marketing service to others.

Cold and Warm Contact with Outbound Calling

Because of these reasons customer support and retention are extremely crucial for the successful running of your company. So, why do we recommend using outbound calling for marketing services? This service offers a way to reach as many customers as you want, anywhere in the world for a reasonable subscription rate.

Outbound calling supports high outgoing call volumes. Whether you are conducting market research for a client or welcoming new clients or want to stay in constant communication with customers to help them achieve their goals, outbound calling will enable steady, reliable, and high call quality.

Reach More Customers by Switching Your Caller ID

More importantly, however, outbound calling gives you the ability to reach customers, clients, and markets across the world through your phone. How can you do this? First, you buy multiple local and toll free business numbers for areas and markets you want to target. Then, through our outbound calling feature, you can override your caller ID to display one from the list of numbers purchased.

For example, say your company is based in India but you want to expand to Morocco, Egypt, Algeria, and Mauritius. You can purchase numbers from Global Call Forwarding for these countries and then when you call Morocco, you can have the caller ID on your prospect’s phone display the Morocco number. Likewise, it can be coordinated the same way for the other countries you are doing business with.

Give Customers a Reason to Trust Your Service

The benefit of using virtual numbers and outbound calling for sales and marketing services is that you don’t have to pay high international calling fees. This is because your calls are routed through the internet instead of traditional phone lines. Calling and managing global clientele has never been easier.

Additionally, prospects are more likely to answer calls from numbers they are familiar with. And they are also more likely to ignore calls from areas and country codes they don’t recognize. So it is necessary to increase customer loyalty and confidence in your brand by being there for them proactively and demonstrating that their success is valuable to you.

How Can Global Call Forwarding Help with Customer Success?

Global Call Forwarding has local, international, and toll free numbers for more than 160 countries across the world. You can purchase multiple numbers with your outbound calling plan and pay only for what you subscribe to. Sign up for a new number or call us at 1 (888) 908 6171 for more information. We are here to help you achieve your goals and satisfy your loyal customers. Take advantage of our services today!

Business VoIP Service: Choose the Right Provider

Looking to upgrade your office communication system to adopt a cost-free and more effective one? Business VoIP, a cloud-based phone structure may be what you are looking for. But what is VoIP and how do you find the right provider for your needs?

Business VoIP: How to Choose a Provider

Voice over internet protocol (VoIP) is a virtual phone solution that digitizes voice signals and transmits then over an IP network. This means that with business VoIP, you can make and receive voice and video calls over the internet. And this greatly improves the quality of your work calls.

Many organizations are switching to VoIP for their internal and external communication needs mainly because of its affordability. Such a system doesn’t need multiple phone lines and since it doesn’t use traditional phone lines, international and long-distance calling is much cheaper. You only pay what you have subscribed to with your provider. So, how do you decide which business VoIP provider is the one for you?

Research Providers and Review Plans

It is a good idea to survey the market and see what is out there. Research the top providers. What are they offering and how much are they giving you for those prices? Most virtual phone service and VoIP providers will offer a variety of subscription plans based on business size, number of lines required number of users, amount of calling minutes needed, and so on. This is where you decide what your business VoIP needs are: how many employees will be using the service? What is your average call volume? And more. Compare prices with competitors to determine if they are worth it.

Call Management Tools

Since you are making changes to your existing office phone system, you should also pay attention to what call management tools the new service will provide. How you handle business calls affects your team’s efficiency and productivity. Do you need calls to forward to different departments or spread across multiple offices? For an enterprise with a high incoming call volume, an automated interactive voice response (IVR) can answer and distribute calls, and in some cases, assist the caller without an agent’s help. Features like Simultaneous Ringing and Time of Day Routing direct calls to different numbers or lines to ensure someone answers the call.

Find the Perfect Feature Set

Next, look for other advanced and resourceful features and services. Another major reason to have a business VoIP service is the additional phone call features that become accessible to you. Do you need tools to manage inbound or outbound calls? Can you benefit from call tracking analytics and metrics provided by call activity logs? Are you required to record all business calls? Most providers offer a basic set of features and additional ones that can be added on later. The following features come included for free with every Global Call Forwarding plan:

  • Advanced IVR
  • Black and White Lists
  • Call Transfer
  • Customer Greeting
  • Dedicated Account Manager
  • Failover Forwarding
  • Fax to Email
  • Local Ringback Tones
  • Simultaneous Calling
  • Time of Day Routing
  • Voicemail to Email
  • 24/7 Customer Support

And, you can add these advanced features for a small additional fee:

  • Call Recording
  • Rollover Minutes
  • Inbound SMS Plan
  • Outbound Calling
  • Outbound Call Recording

This is the most important factor when deciding on which business VoIP provider to go ahead with. If you expect a high volume of incoming calls, then call management tools and IVR can vastly improve caller experience. Callers are greeted and don’t have to wait in long lines to get in touch with you, and they will appreciate that. An organization with a higher outgoing call volume will need an outbound calling service.

Also, keep in mind, if you are a financial services company, you will need to comply with MiFID II and Dodd-Frank regulations for call recording. Businesses in other industries can record and review calls for performance analysis or protection from liabilities.

Make a Decision

To learn more about business VoIP and how it can be used within your office, call Global Call Forwarding at 1 (561) 908-6171. We are here to help you fulfill your business needs cost-effectively and without much hassle.

Best Home and Business Phones for Outbound Calling

Have you been in the market for the best home and business phones for outbound calling? If so, it is rather simple to find a great one. When you purchase a virtual phone number with the outbound calling feature, you can make calls from your mobile phone or a landline. The virtual number of your choice is what will appear on the call recipient’s caller ID. This allows you to streamline when it comes to equipment, allowing you to use your number at your convenience.

Professional Communication for Businesses

Business owners are commonly on-the-go. Calling business-related contacts from one’s personal cell phone isn’t the most desirable option. Not only does this appear unprofessional, but it also leaves the business owner’s personal number on business contacts’ caller IDs. With a virtual phone number, a business owner can make calls from their mobile device and have their designated business number show up on the recipient’s caller ID. This is much more professional than having a personal mobile phone number used for communication.

Flexibility with Outbound Calling

Life is busy. Whether you are looking for the best home phone option or the best business phone option, virtual numbers allow for the highest level of flexibility. Entrepreneurs often use their cell phones to call clients using one virtual number and then have another virtual number for home use. This offers significant cost savings and eliminates the need to have more than one physical phone. A virtual number owner can use a customized ringtone feature, like those offered by Global Call Forwarding, to distinguish between calls coming into the same device for home and business phones.

Customized Greetings

When using virtual phone numbers for home and business phones, not only can you set up customized ringtones for incoming calls, but you can also set up customized greetings in case you miss a call. This allows you to set up a professional greeting for calls coming in through your business number. You can also then set up a personal greeting for calls coming in through the home phone number.

Boost Professionalism

When you know a business-related phone call is coming in, you can appropriately answer the call. Whether it is in the choice of words you use to answer the call or the tone, the details translate the same way. Above all, it is necessary that you sound professional. Being able to make outgoing calls and receive calls on a single number allows you to be mobile, while staying connected to your business. A business owner selects features such as extensions to get calls routed to individual departments more quickly. All of these things add up to boost professionalism and positively impact the growth of the business.

How Do I Purchase a Virtual Number?

Getting virtual numbers set up with the best home and business phones for outbound calling is easy and quick. There is no need for hardware installation. Virtual numbers are cloud-based. A user manages the communication system via an online control panel. With Global Call Forwarding, the process is seamless and the steps for signup are simple. Simply head to the website at www.GlobalCallForwarding.com, view the drop-down boxes at the center of the home page, and enter the relevant information for purchase. After purchase, activation will occur shortly.

In Closing

Making outbound calls using one device with multiple virtual phone numbers beats making calls from business landline devices and home landline devices. Virtual phone numbers help a business owner maintain a professional image while managing other things outside of the office. Virtual phone numbers can be local or toll free, offering telecommunication solutions for all types of needs, worldwide. Contact Global Call Forwarding today for the best home and business phones for outbound calling.