7 Steps to One Successful Automated Campaign in your Call Center
It’s a well-known fact, that successful customer automated campaign programs should have clear objectives, concise questions, and closed-loop feedback processes. When properly developed, deployed, and analyzed, they can provide valuable business intelligence, customer insights, and product or process feedback. Many customer service organizations, on the other hand, struggle to obtain valid insights, turn survey data into action, or disseminate the results throughout the organization.
In this article, we’ll explain how to set up an automated campaign that will ensure better results and opportunities for long-term call center success.
Step 1: Specify your goals
Before you start calling prospects, figure out what you want to accomplish with these calls and what your actual goal is. This will also assist you in determining the type of call campaign you want to execute and successfully run it.
For example, if you are launching a new product, the goal of your outbound call should be to announce the launch. Other goals could include receiving feedback, receiving a callback to discuss things further. Also, it could be sending reminders to continue previous conversations, and so on. When you know exactly what you want to achieve, you’ll be able to frame the call appropriately.
Step 2: Carry out appropriate campaign tests
There is no way to successfully call all prospects in a single format. Just as there is no way to conquer all prospects with any other email or digital platform sales campaign. Because the prospects come from all walks of life, the sales reps must be prepared to identify what works for each one.
These tests can greatly assist sales representatives in gaining all necessary insights based on the customer’s demographics, goals, and geographic location. Area-based, industry, gender, business size, time, and age-based testing are some of the most relevant and necessary tests for outbound call campaigns.
Testing your campaign and segmenting your prospects are two critical factors in ensuring your campaign runs smoothly. They work well together to improve the performance of the outbound calling campaign.
Step 3: Call at the appropriate time
It is critical to find the best time to call each prospect or you will continue to miss them. Because not every client has the same schedule, determine the best time to contact them. As a general rule, avoid peak working hours because your chances of speaking with the prospect are lower.
Step 4: Think over your campaign questions
Only ask questions that are relevant to the purpose and objectives of your campaign.
Keep your survey to less than five questions (ideally two to three), with the goal of having the average respondent complete your survey in less than three minutes.
Limit your use of open-ended questions and, if necessary, include only one that asks the respondent to explain their overall ratings or general perceptions.
Step 5: Always be ready
While initiating the calling campaign it’s natural for the prospect to have questions of their own. Most call center agents enter these calls with enough answers to satisfy the majority of questions, but some people may find the one question you forgot to write down.
This is where being prepared all of the time comes into play. Call center agents must be well-versed in their company and product. Also, they have to be able to answer any question or, at the very least, know how to deflect the question in a professional manner.
Step 6: Keep track of the most important aspect of your campaign – the calls
Tracking calls is obviously necessary because it can provide more insight into what agents can do and focus on in the long run to successfully resolve any customer problems and questions.
Make sure you’re tracking call elements like whether the client answered the phone or not, how long the call lasted, what the prospect’s response was and whether it met your expectations, and how many calls were placed versus bounced.
Step 7: Perform analyses
Make a plan for following up with customers who provide feedback. Detailed analysis of automated calling campaigns can help you to identify the strengths, weaknesses, flaws, and successes in a variety of areas. And you can utilize this knowledge to continuously develop and expand your organization – customer service is one of those areas. The reports assist businesses in taking remedial actions and setting internal objectives. They also assist in monitoring agent performance levels and analyzing efficiency in a variety of areas such as complaint resolution, response rate, and overall productivity levels. Nectar Desk has a great reporting tool where you can track all kinds of calls (inbound, outbound, and so on).
To sum up
Call center automated campaigns are critical to the growth of a company.
Agents interact with current and prospective customers in order to increase sales and revenue while also improving customer satisfaction.
However, no matter what kind of campaign you run, it is critical to plan ahead of time. You should also have a solid strategy in place to ensure that your campaigns go off without a hitch.
With the aid of the Nectar Desk, you can start an automated campaign with ease. Handle your calls, manage the tasks and track the results in reports.
Follow the tips in this article to create an effective call center campaign!