What is an outbound contact center campaign?
Simply put, outbound contact center campaigns are campaigns in which businesses proactively reach out to customers through contact centers/customer service hotlines, serving presales, sales, and aftersales activities.
When implementing conventional Sales & Marketing campaigns, businesses often encounter difficulties:
- It is not easy to accurately determine the ROI conversion rate.
- It is difficult to measure the effectiveness of the campaign.
- Unable to identify clear outreach goals
- Expensive and wasteful, only suitable for businesses with strong financial resources.
With the outbound contact center solution, all of the above drawbacks will be overcome. In addition, outbound call center campaigns are the fastest and most effective way to stimulate customer demand, increasing the success rate of a company's market research, sales, and marketing activities.
Considerations when conducting large-scale outbound campaigns
An outbound contact center is an upgraded and more comprehensive form of outbound call campaigns (which only involve calling customers). To maximize the effectiveness of outbound call campaigns, businesses need to focus on the following factors:
- Arrange and allocate resources
- Customer list allocation
- Ensure speed and cost optimization when executing campaigns.
- Concise, succinct script that strikes a chord
When implementing outbound campaigns through contact centers, the above factors also need to be emphasized. Especially when businesses decide to implement large-scale outbound campaigns, applying them in many provinces or on a huge customer database, businesses must also take advantage of additional factors:
TECHNOLOGY
Auto Dialing
If performed manually on a conventional telephone system, outbound campaigns will find it difficult to access large customer data at a low cost. The call center system for outbound campaigns must maintain continuous stability, along with the ability to handle a large number of simultaneous calls. Modern technologies must be applied to enhance call center performance.
For example, with the outbound campaigns implemented for partners, Bellsystem24 Vietnam's call center system can handle 2,000 calls simultaneously, with an outbound call speed of up to 40 calls per second.
One of the secrets to successfully implementing large-scale outbound campaigns is the use of smart autodialing technology, which can triple the total number of daily calls made by each employee. The features of this application include:
- Preview dialer: Customer information is displayed in full for the agent to review before the system automatically dials the number. The time allotted for the agent to review the information can be preset. During this time, the agent can choose to accept or decline the call. The reason for not making the call is noted by the agent directly in the customer's file. Preview Dialer mode is used in cases where customer information is complex and needs to be reviewed before calling.
Example: When calling to remind customers to pay overdue debts, agents need to review previous payment histories before making the call.
- Progressive dialing: Progressive dialing works by having the system make calls continuously. When a connection is established with a customer, the information is displayed to the agent, and the agent immediately enters the conversation. Based on call metrics, when the system determines that the call is about to end, it will continue to call the next data. When the call ends, the agent will have a period of time (5-10 seconds) to complete the ticket and be ready to take the next call.
This method is primarily used for outbound projects involving large amounts of data that need to be completed in a short time frame.
- Predictive dialer: This method helps predict the time required for agents to connect and interact with customers. It then sets up simultaneous outbound calls across the corresponding number of channels to maximize the agent's time and make as many successful outbound calls as possible. The system can automatically identify and eliminate calls to numbers with automated responses, busy signals, and virtual numbers, which normally consume nearly one-third of an agent's working time per day.
The algorithm for this mode is also based on historical data and practical experience. Specifically, it is based on: the average length of calls; the ratio of successful customer connections to the total number of calls made in the campaign; the number of available agents. While in Progressive Dialer mode, predictions are based on the manager and depend on the initial setup, Predictive Dialer mode improves on this weakness with a number of intelligent algorithms that automatically adjust the dialing speed. It optimizes each campaign to ensure that the drop rate remains within acceptable limits. This mode is often chosen for telesales campaigns for common items; with a large, unclassified set of new customer lists.
Integrate CRM systems to enhance campaign effectiveness
The system also needs to automatically calculate the optimal times of day to make outbound calls based on the connection rates of previous calls. By coordinating with CRM software data and prioritizing call numbers, it ensures a higher connection rate to customers. This ensures that calls connected to customers are always as convenient as possible for them. On the other hand, knowing the number of calls made to a phone number as well as the connection results of each call will help the Outbound team work better and more efficiently.
Auto Call
- Autocall (broadcast): Make a series of outgoing calls with pre-recorded content.
- Call bot/Voice bot/Voice bot AI: A system that makes calls and communicates with customers using voice based on pre-set/trained domains, capable of delivering a natural conversation experience like a real person with the support of artificial intelligence.
This is a way to optimize personnel costs, operating costs, and efficiency when implementing Sales & Marketing campaigns and customer care for businesses, especially during peak periods.
See also: Practical application and illustration of Autocall in business automation
Robotic Process Automation
This is a method that helps businesses reach customers through multiple channels. RPA Allow businesses to schedule and automatically send SMS or emails according to predefined scripts to different target groups. Each outbound channel has its own reports on implementation effectiveness, as well as the ability to organize scientifically and visually according to different campaigns.
OPERATING FACTORS
To successfully implement large-scale outbound campaigns, it is essential to have a smooth-running operational system, streamlined processes, a stable workforce, as well as consulting and guidance from partners with extensive experience in practical implementation for large enterprises.
With over 15 years of leadership in call center operations and enhancing customer experience, Bellsystem24 Vietnam Possessing keen insight and deep, practical experience in a wide range of fields, as well as a team of highly experienced and adaptable personnel, we are ready to meet the specific operational requirements of our partners.
With a solid technological foundation and deep experience in operating for large-scale enterprises, Bellsystem24 Vietnam is the top choice for implementing outbound contact center campaigns that deliver outstanding results.
