In short, the outbound call center services or active call center is the one that takes the initiative and calls the customer. This strategy is commonly used when selling products to new customers and to offer new advantages to existing ones. One of the biggest difficulties with this type of service is that, generally, the customer is not expecting the call and tends to be resistant to any offer.
However, this strategy can considerably increase results if well applied, especially when relying on trained telemarketing professionals. However, it takes skill to know how to approach the prospect and create a feeling of desire and need for the product or service being offered. More than offering or charging, many companies have found an option in the active call center to improve after-sales and retain customers.
It is possible to make calls to, for example, ask how the customer is evaluating the use of a product collecting opinions and insights. It is also possible to call to offer greater benefits, grant bonuses or gifts, and small actions that can generate delight in the customer.
After all, in a world where everyone calls to sell or collect, those who call to give a “gift” gain a special place in their hearts, right?
Outbound Call Center Advantages
outbound call center like Hit Rate Solutions for example brings several advantages to those who implement it.
Firstly, it is a low-cost investment and can even be outsourced in a very satisfactory way.
As the name suggests, one of the biggest advantages is being active. This way, there is no passivity of waiting for the customer to search for your product or service.
The outbound call center can help increase the brand’s reach. Customers from other cities or regions can be prospected more easily.
And speaking of prospecting, the outbound call center allows mass contact with diverse prospects. Hiring specialized professionals can increase the client’s revenue and gain productivity, as other professionals can focus on certain functions without worrying about obtaining new clients.
How To Implement Outbound Call Center
Firstly, training your team to provide assertive customer service is important.
It is necessary to have complete control over the products and services offered, their advantages, benefits, and even the main flaws, imagining possible objections and being prepared to overcome them. Telemarketing operators in charge of this service must be constantly trained to convey confidence when speaking and, of course, have peace of mind when dealing with the most varied types of customers.
It is important to remember that the customer is not always willing to talk in an active call center, so it is important to train the sales pitch to get the idea across as quickly and assertively as possible.
It will often be impossible to close a sale, but a “call me later” can be a great result; this way, you do not bother the prospect and ensure that he is interested in your offer. Finally, it is important to have hardware and software support to manage these connections. Relying on a common line and a spreadsheet will make the work extremely exhausting.