Calling Your Customers the Right Way – What You Need to Know

Outbound calls can be risky, but having the right people can help you make the best of it.

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Call services of all sorts help a company deliver efficient customer service support. Unlike inbound calls though, outbound calls require slightly different communication skills given that you are contacting people that may or may not be willing to take the call. Challenging types of outbound calls include research calls (like phone surveys or interviews) and cold calling. Doing these tasks are particularly challenging not just because of dealing with disinterested customers, but more because of the current legislations that regulate telemarketing. One wrong move poses a great risk for the company.

Countries like the United States, United Kingdom, and Australia have various policies on this matter, particularly cold calling. This is in protection of consumer interests and an effort to eliminate nuisance callers. Here are a few general reminders for a start:

Know the specific hours you’re allowed to make the calls. Time frames are being implemented to prevent callers from bothering people during unusual hours. This policy is more for those who are not current customers of the company making the calls. In the US, for example, cold calls can only be made between 8:00 AM and 9:00 PM. This rule is more detailed in Australia where hours differ for telemarketing and research calls, and the time frames adjust accordingly from weekdays to weekends. Business owners should be mindful of this because people can easily file complaints if they get called outside of the designated time. Note though, that consent from the receiving end may allow companies to call their customers — especially the present ones — at any agreed time.

Have a concise, well-written script. A critical element of an outbound call is the spiel that explains the nature of the call. Callers are responsible for properly introducing themselves before introducing the company and its product/service. Next, the purpose of the call must be clearly explained. Importantly, accessible contact details must be provided for further inquiries, along with other relevant information that a customer might request.

Take note of “Do Not Call” lists. Unfortunately, some people just don’t want to be called. A receiver has a right to terminate the call and request a company to put them in a “do not call” list. To make it easier, governments actually have national lists for people who do not want to receive any unsolicited calls. US and Australia call it a “Do Not Call” Register/Registry, while such is known in the UK as a Telephone Preference Service (TPS). Similar to the time frame violation, companies can get sanctioned for calling someone who belongs to these lists.

Be honest and polite. Lying in outbound calls is also illegal. No person deserves to pick up the phone only to hear misleading or false information. Everything that will be shared to potential customers or respondents in outbound calls must only be the truth.

These basic rules are crucial. The last thing you would want are disgruntled people complaining about annoying marketing calls. That would make you deal with a loss of potential customers, bad publicity for your company name, and sanctions for non-compliance with the law.

Businesses must know this well, especially those with outsourced call centers. If you plan to outsource call services, only work with a trustworthy team that can be an effective extension of your name. With Anderson Group BPO, you are ensured of highly skilled, collaborative individuals who can efficiently make the calls on your behalf. Know more about our BPO services and see how we can help you. Talk to us today at inquiries@andersongroup.ph.

 

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