Call center or BPO campaigns
With thousands of calls handled daily, it can be challenging to manage an inbound or outbound call center. Most call center managers often have their hands full with little time to research new call center campaigns.
Despite this challenge, the demands for higher contact center performance continue to increase.
In 2020, success is defined as business results—not talk time. To prove your team’s value, you need to deliver more leads, more sales, and more revenue through the phone.
For a sales-driven campaign, these strategies help your team generate significant results by following up with leads. For service-focused campaigns, use campaigns to focus on meeting customer satisfaction, revenue, or retention objectives.
What is a Call Center Campaign?
Call center campaigns are focused efforts to break down your calling into segments to better create or capitalize on opportunities to generate more sales or better service. Using predictive dialer software or a cloud call center, you can use campaigns to organize your calling efforts.
Each campaign you create may have different settings such as caller ID, scripts, dispositions, or lead recycling. Different agents can join or be assigned to certain campaigns and reporting can be done specific to each individual campaign. As your call center grows, campaigns will become increasingly meaningful as a way to stay organized and effectively maximize results.
Once you’ve decided to run an outbound call center campaign, here are some best practices to keep in mind:
- Determine your objectives and make sure every staff member understands them.
- Audit leads and phone numbers to avoid wasting time, money, and effort.
- Track your call dispositions to make sure you’re meeting your goals on critical metrics.
- Maintain reporting of campaign performance for clients and stakeholders.
6 most important call center campaigns
1) Outbound Cold Lead Outreach
Cold lead campaigns focus on outbound sales calls to cold prospects or leads.Cold leads are people that have not had any previous interaction with your business. They don’t know who you are, but they do meet specific criteria and are within your target market.
While the method for cold lead generation varies, most companies buy phone numbers lists of likely prospects —people in a specific geographical area, with a specific job title, in a specific income bracket, etc. They might even be provided by conferences and tradeshows.
Before you start, make sure that your cold leads are of high quality. If your product’s target market consists of homeowners, consider validating the data with public property records. After all, calling renters will only waste time and money. Maintain these updated lead records within a sales pipeline CRM
2) Outbound Warm Lead Qualification
Warm lead campaigns focus on qualifying warm prospects for potential sales opportunities. People who have already interacted with your marketing campaigns are considered warm leads. They may have subscribed to your blog, downloaded a report, or requested a product demo.
As a sales conversation, they should be aware of your brand and solutions. They may have outdated information about your products and services, and it’s possible their needs and budget have changed. Review the lead’s interest and document new information they provide in your CRM, so your senior sales professionals are set up for success. Instead of trying to close the sale, focus your call center campaign on confirming their contact info, needs, and identify any potential obstacles.
3) Outbound Customer Referrals
A customer referral campaign with a focus on existing, satisfied customers. The goal is not to sell, but instead to gather an idea of your customer base’s impression of your products. Use the right customer satisfaction survey questions for more in-depth insight. This outbound campaign can reduce churn and escalate small issues before they harm the relationship.
A customer survey campaign can also be an opportunity to offer upgrades or try to upsell existing customers. A customer might let your agents know that they aren’t happy with their current plan or product. Plan ahead with scripts and specific deals to pitch. With the right strategy, you can generate more referrals with even more potential upsell opportunities.
4) Customer Service Campaigns
Customer service campaigns focus on resolving inbound questions and concerns from customers. To help your agents serve customers effectively, classify different queues based on key segments of your customers. You could focus on high-value customers who pay more or customers who have been with you for a long time. The longer a customer has been using your company, the more likely they will be willing to share their candid feedback.
The goal behind this call center campaign should always be to provide superior customer service.
To achieve this, focus on these metrics:
- Low wait times
- First-call resolution rates
- Low abandon rates
- Customer satisfaction and retention
That’s the road to a happier customer. If sending automated surveys after each call, you can use these to measure the helpfulness of your call center.
5) Technical Support Campaigns
Unlike general customer service, tech support includes more complex scenarios. Instead of focusing only on surface-level metrics, work to improve underlying processes. The underlying call center infrastructure and call routing make a big difference. Consider training your teams in a tiered fashion. This strategy improves the performance of your customer service team.
Tier one can handle most “how-to” and basic questions. The second tier can handle more sophisticated questions that require a higher degree of capability and skill. Instead of measuring metrics like call time, first-time-resolutions is essential. If technical support is unable to fix your customer’s issues, your competitors will.
6) Inbound Sales Campaigns
Inbound sales campaigns focus on selling to interested buyers that call your company. If your company advertises on the radio, TV, or other mass media, you could experience spikes of response from prospects. Most businesses advertise on Google by means of pay-per-click (PPC) advertising as part of their marketing campaigns. Many slap a phone number on there without further planning.
You need experienced sales agents operating the phones to achieve a healthy ROI. Plan an inbound sales campaign complete with scripts, special offers, and clear objectives. Consider additional training so your sales team can overcome objections and close the sale.