A successful outbound call campaign is a powerful weapon to add to your sales arsenal. In today’s world of marketing emails and robocalls, a personalized phone call can be a breath of fresh air.
To ensure that your customers and leads receive calls that are relevant to them, follow these 4 tips.
4 Tips for Designing an Effective Outbound Call Campaign
1) Use an Open Call Script
The success of scripted outbound sales calls can be hit-or-miss. On the one hand, new reps can massively benefit from a script, particularly in terms of following compliance requirements.
On the other hand, overly scripted phone calls can come across as rigid. As such, you can lose the personalized, human touch of a phone call.
The compromise here is to develop an open call script. These kinds of scripts are loosely structured. They provide the agent with pointers rather than lines that they need to rehearse.
Loose scripts ensure that your agents cover all the important points (while remaining compliant) and yet still allow them to build on natural conversations.
2) Collect and Analyze Relevant Call Data
To build an effective call campaign, you need to have a good understanding of your target market. A successful campaign requires extensive research to build a library of data that reps can refer to before making calls.
Data shouldn’t purely focus on industry and location, but should also try to answer these questions:
- Who am I talking to?
- Why would they need my product?
3) Employ an Effective Training Program
Training programs help prepare new reps for real-world calls. This will help them remain confident and compliant every step of the way.
Training programs can include the following:
- Call recordings that reps can analyze and critique
- Group role-playing activities to help reps learn to think on their feet
- Lessons on how to identify the key factors comprising a successful call (e.g. tone of voice)
4) Use Key Performance Indicators (KPIs)
KPIs are useful metrics for monitoring sales rep performance. It is important to first identify which KPIs your business wants to place the most emphasis on. Examples of common KPIs include:
- Schedule adherence
- Average handle time
- Conversions rate (number of calls resulting in successful sales)
Make sure that employees learn and understand the importance of these metrics. Teach them how to maximize their KPI scores through the training program.
Finally, use KPIs to identify weak reps who might require further training, as well as strong reps that should be recognized and possibly rewarded to encourage good work!
Personalized outbound calls, when done right, can be an incredibly effective sales strategy. Be sure to invest time into carefully designing an outbound call campaign strategy to maximize your center’s success.
And, while you focus on training the human side of the campaign, let LumenVox take care of all your automated contact center needs. Request a demo or contact us today so that we can help you maximize your company’s efficiency so that you can focus on spending your time on more important things.
Automated predictive dialers have been around for a long time, perhaps longer than most people realize, with InfoLogix introducing one of the earliest recorded automated predictive dialers in the 1980s.
Things have evolved since those early technologies, however, the technical requirements remain the same; the ability to determine through some predictive analysis when an operator will become available. With LumenVox’ Call Progress Analysis, though, any automated predictive dialer can now determine whether a live person, as opposed to a machine, answered the call.
LumenVox’ Call Progress Analysis combines highly accurate Voice Activity Detection (VAD) technology—a technology that LumenVox has evolved and refined over 20 years providing best-in-class speech recognition technology–with standards-based deep connectivity and integration services for telephony networks. The resulting technology has proven to be compelling for contact centers of all shapes and sizes.
LumenVox Call Progress Analysis makes every second count. Let’s say, for example, a typical call lasts for around 80 seconds, and it takes on average 10 seconds for someone to answer a call, then the predictive dialer could begin dialing when the operator is 70 seconds into the call, in anticipation of them being freed up in time to take the next call. This is a very simplistic scenario, but with several agents and reliance of CPA to filter out unwanted calls, statistical analysis and feedback can be used very effectively to achieve optimal performance. Additional adjustments can be made implicitly or explicitly, in anticipation of calls running long, for instance, or if the person being called has a different reason for being contacted, which might require a different amount of engagement interval to process so that appropriate timing adjustments can be applied.
Our own analysis of production deployed CPA with automated predictive dialers show that it is fast and highly effective in reducing contact center costs by increased automation and call filtering, with high potential savings.
It is clear to see that these cost savings represent a significant value to those embracing the potential of CPA, which defines call center effectiveness by setting a new standard and leaving operators that choose not to use this technology far behind.
To learn more, contact us today.
The sound of silence and human speech: Being able to interpret this automatically is the key to an effective call center strategy for outbound calling success.
LumenVox Call Progress Analysis offers call center operators and predictive dialer developers the core technology to quickly and accurately classify whether calls were answered by a human or a machine. It accomplishes this with Voice Activity Detection (VAD). VAD is vital in creating effective predictive dialing solutions while complying with related regulatory restrictions governing the use of such automated systems.
Silence & Timing
There can be a varying amount of silence before someone begins speaking/ when a human answers a call. This silence needs to be taken into consideration by call flows, which means allowing some silence before speech, but also limiting the amount of time the application should wait for someone to speak. For instance, if no speech is detected after 5 seconds from the start of the audio stream, it is highly unlikely it was a human that answered. The ability to interpret this silence intelligently is critical to an effective call center strategy.
Speech & Timing
Once human speech has been detected, the next thing to determine is the length of that speech. Our extensive research has shown that statistically residential lines answered by a human have less than 1.8 seconds (1800ms) of speech in the greeting. That same research concluded that business greetings by humans are likely to be between this residential threshold and 3 seconds (3000ms). By extension, we can also conclude that anything greater than this should be classified as machine, likely a prerecorded message, possibly from an answering machine.
With the ability to classify and make these intelligent determinations, Call Progress Analysis can minimize the wait-time between calls handled by each agent, by predicting when the next agent will become available.
Not only can this contribute to significant operational cost savings for a contact center, but it also can dramatically impact the overall competitive advantage, since calls are being handled in a more efficient manner. This effective call center strategy and commercial advantage can be reflected as increased profit margin, more competitive pricing for customers or a combination of the two.
To learn more about Call Progress Analysis’ capabilities, click here or contact us today.
Customer experience is often highest on the priority list for businesses. But in a post-pandemic world, organizations are looking for ways to improve the agent experience as well. By raising the importance of agent concerns to the same priority level as customer concerns, organizations can dramatically improve employee satisfaction levels, optimize the efficiency of individuals, and demonstrate best care practices. These steps can also improve agent recruitment and retention. The benefits also translate into a positive customer experience. Happy agents equal happy customers.
Here are three ways to enhance and improve the agent experience with voice technology.
Challenge 1: Authentication. A renowned technology research firm, Opus Research, has “long seen zero-effort authentication as a necessity for creating trusted links between brands and their customers.”
Solution: Voice biometrics provides a convenient and secure form of authentication for customers and an effortless task for agents. There are two types of voice biometrics, Active and Passive.
Active Voice Biometrics means that the customer enrolls by repeating a set phrase. On subsequent calls, the customer speaks their passphrase, which is compared to their stored enrollment voiceprint.
Passive Voice Biometrics means the customer is seamlessly enrolled by capturing historical or real-time audio. Enrollment is completed by recording the customer’s unique voiceprint during an initial conversation, not a specific phrase. On subsequent calls, customer’s conversational voice is compared to their stored voiceprint. A customer speaks with an agent and is transparently verified within the agent desktop.
It’s secure and effortless, turning a common pain point for agents into a seamless experience.
Challenge 2: Fraud. Right now, attackers are shifting from spoofing to using virtual call services since they are anonymous and untraceable. These fraudulent calls are legitimate calls that can be placed from many devices from anywhere in the world. This allows fraudsters to bypass spoofing detection technology with numbers unrelated to a record. Fraudsters then use social engineering on agents to grant them control over a customer’s record.
Solution: With Passive Voice Biometrics, agents themselves can help identify fraudulent activity in real-time. If a customer’s voiceprint does not match the one on file, the agent will be alerted of the voiceprint mismatch. The agent can then pass the warning signs to the fraud department to initiate investigation—while the call is still in progress. By giving these agents greater peace of mind, and the fraud department greater resources, everyone is protected and more productive.
Challenge 3: Containment. With greater reliance upon the contact center to solve customer issues, the workload of agents rises daily. Without intelligent proactive outbound communication and robust Automatic Speech Recognition and Text-to-Speech technology, customers route to agents for menial tasks to mine information that could be accessible ahead of the need/ask.
Solution: LumenVox’ Automatic Speech Recognition and Text-to-Speech enable automated yet dynamic and personalized interactions with customers within the IVR. This improves containment and reduces Agent Handle Time, as customers gain immediate access to relevant information, often removing the need for a live agent. With the use of Call Progress Analysis, agents’ time can be spent solely on live interactions with customers. Call Progress Analysis is a novel predictive dialer technology which uses Voice Activity Detection (VAD) to quickly and accurately classify whether calls were answered by a human or a machine. With this technology as well as statistical analysis, adjustments and feedback, agents can achieve optimal performance.
Voice technology can be leveraged in a variety of ways to shave valuable minutes from each agent’s workload. This translates into benefits for the business, for the agents themselves and for customers.
Find out more about LumenVox’ complete Voice Technology Stack here.
A solid outbound contact strategy requires technology that can perform intelligent proactive outbound communication. Predictive dialers can accomplish this, with the right type of detection, boosting efficiency and cutting cost.
Predictive dialers give businesses a shortcut through a simple issue: delay. When any phone number is dialed, there is a high likelihood (over 60%) that the call will not be answered. Therefore, the time spent waiting for it is wasted, if/ when performed by a human operator or agent.
Even calls answered are not answered immediately. On average there can be 15 to 20 seconds of delay before the phone is picked up. Predictive dialers can filter out productive and unproductive outbound calls–ones that require the expense of agent interactions, and ones that do not.
What Sets LumenVox Call Progress Analysis Apart – Voice Activity Detection
Modern predictive dialers that can distinguish the difference between live parties, answering machines or voicemail services fall into the category of “voice activity detection.” Predictive dialers which can only identify machines by their busy, SIT, answering machine beep or fax tones fall into “tone detection.”
Voice Activity Detection (VAD) Predictive dialers perform an intelligent interpretation of delay. VAD enables agents to spend more time speaking with their intended call recipients. This dramatically increases the overall productivity of the contact center.
LumenVox has moved the goalpost with this Voice Activity Detection approach. We call our technology “Call Progress Analysis.” Call Progress Analysis leverages VAD to filter out these “dead” calls, so that only “live” calls (ones that have been answered by live parties) are passed to agents.
Any contact center with any number of agents working can reap the benefits. With the use of Call Progress Analysis, agents’ time can be spent solely on live interactions with customers. With statistical analysis, adjustments and feedback, that contact center can achieve optimal performance and considerable cost savings.
To learn more about Call Progress Analysis and its capabilities, contact a member of our team or, click here.
The International Avaya Users Group is holding its second annual online virtual event: IAUG Wired, this Tuesday, February 10, 2021. We were able to attend last year in Phoenix, Arizona, and can speak to the exciting engagement it offers.
The best part about this year? You don’t have to leave the comfort of your office or home to participate. It’s completely virtual and accessible from anywhere. IAUG has a host of panelists delivering highly interactive, 3D virtual environments, breakout sessions, and interactive partner exhibits within the virtual show floor.
As a proud sponsor, LumenVox will have a virtual booth to showcase our best-in-class voice technology. We’ll have a plethora of information on the LumenVox Avaya-compliant, speech-enabled contact center applications including:
Call Progress Analysis ensures outbound message delivery and is currently beating the competition with 98.6% accuracy of over 500 million outbound calls per month. As an enhancement to the Avaya Proactive Outreach Manager, you can ensure the message is delivered successfully and clearly. No cutoff. No miscommunication.
Automatic Speech Recognition converts spoken audio into text, providing users with a more efficient way to interact with automated systems. Increase IVR containment by allowing callers to self-service.
Text-to-Speech provides the voice output for conveying information to callers – further assisting with containment. With Text-to-Speech you can speech-enable your telephony platform or software application.
Learn more about our offerings here: Speech and Authentication Solutions for Avaya
Want to chat with us during the event (Feb. 10, 2021)?
- Go ahead and log in before registering if you have an IAUG account. Members will also have access to the recordings. For inquires, contact email@example.com.
- Register here. By registering for this event you are opting in to have your name and email visible on the event platform while the event is live in order to participate and interact with attendees and speakers. If you are not an IAUG member already, you will receive a basic entry-level “affiliate” membership after the event.