It is recommended to call customers from a number containing a local regional code - this increases the trust and loyalty of the interlocutor.
The method is widely used in modern business practices. If the company does not have a phone with the required city code, you can use virtual numbers.
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2 methods of calling clients
Within this task, companies use different methods of calling customers to achieve their goals. Depending on the specific tasks and needs, companies can choose between two main methods of calling: automated and manual.
Call center work on calling clients
Nowadays, call centers rarely use the "blind" method to call clients. Automated systems are mainly used.
One method that involves minimal software intervention is called Active or "Preview". The operator receives the next customer's information card from the database. Then he decides whether to make the call or to refuse it. Before the conversation, the operator has the opportunity to familiarize himself with the details of the customer's card or a summary of the previous conversation - this is where the name of the method "Preview" comes from.
When a call request is confirmed, the system initiates it. The agent waits for the connection to be established. If the client answers, the operator starts the conversation, and the results are entered into the database manually as post-processing. In cases where the client does not answer or the line is busy, the manager indicates in the system the recommendations for the next call time.
Call center work on calling clients
Source: shutterstock.com
The advantages of this technique:
the operator has the opportunity to familiarize themselves with information about the client and prepare for the conversation;
the entry of data on call results is carried out manually, which reduces the risk of technical failures;
The operator himself determines whether to make a call.
The main problem with the Preview calling method is the large amount of time it takes to establish a connection with the subscriber. It is effective for companies with a limited number of operators or when a specific employee needs to call a client.
Statistics show that scripted calls are slightly more effective than the outdated method of manual dialing.
If managers strictly follow the provided script, the conversion success rate can reach 50%. The efficiency of the system increases significantly when the management periodically checks the quality of work by listening to call recordings.