Not every person has the kind of personality that is suitable for initiating call with a random stranger and even make a sale or two if possible. But that’s a part of your job description as a call center agent. With all other communication mediums available (email, live chat and social media), the importance of outbound calls haven’t diminished. Outbound calls are still an effective way of boosting sales of any company. If you own a call center or are an agent, this article might help you grasp why your outbound calls are not giving positive results.
Step 1: Understanding Warm & Cold Calls
Warm Calling is where you mature a deal with a caller who has previously shown interest in your company. S/he might have emailed, used live chat to request information or may have attended any conference in the past that sparked his/her interest in your brand.
Cold Calling in simple words is making a call to a person who isn’t expecting your calls or has shown any previous interest in your company. These calls are made to create a brand awareness by informing people of your product/services and how its use can benefit them.
Differentiating Between Two Outbound Call Types:
Cold/warm calling depends upon the person you are calling. If the person you call knows who you are and what are you calling about, it’s a warm call. If the person has no idea of who you might be and what’s your point than it’s a cold call.
If you have a lead about a person that might be interested in your product/service and you know about him/ her through a mutual referral. Than you can mention that referral and this call would be considered a semi-warm call.
Step 2: Make Your Warm Call to Someone You Know To Be Easily Persuaded
When you are selecting a number you are going to call, you must know the answer to these questions:
- Why you pick this person? Have they previously shown interest in the company?
- Have you met them or spoken to them before?
- What made you think that they would be easily persuaded to buy from you?
- What did you liked about in the previous encounter, if any?
- Which communication path did they used to reach out to the company?
- How did that warm prospect got to know about the company?
- If they were referred by someone, find out who and why?
You should gather as much information as you can to get a feel of caller’s intentions because time is precious. You wouldn’t want to make a call, put all the effort to no avail and end up wasting time both yours and the person’s whom you called. Be confident while you make the call.
Step 3: Introduce the Company You Represent
If it’s a warm call, chances are that the caller has already an idea about your company. But it’s your job as the brand representator, to give your caller a formal introduction of the company you work for.
Sometimes it’s possible that your warm prospect doesn’t remember who you are and what previous interaction was about. So when making a call (as mentioned in previous comment), be prepared to answer the questions and give referrals of earlier dealings (conference attendances, purchase history, inquiry details).
Step 4: Choose the Company/ Lead That Has a Possibility for Future Dealings
In your B2B warm calls, you should try and choose a company that you see a future with. Research the company on all available mediums. Know what they do and how they do it so you don’t embarrass yourselves on the call.
Some companies make it clear from the beginning that they are interested in a long-term dealings. Such clients make for good referrals as well prove to be profitable. If you choose right company you will save time and bring in more revenue which will inevitably makes your record shine.
Step 5: Prepare Your Script Before-hand:
When you are about to make a call make sure that you know what you are going to say. Keep your language neutral don’t let your emotion color your attitude. Anything can happen, so you should be prepared to either be rejected or accepted. But DO NOT act surprised or offended in any case. Try to maintain your positive demeanor.
While taking a phone call, you cannot predict what caller is going to say. Even with a prepared script you should be a quick-thinker. Use every opportunity with sly moves and ever the person you are speaking to will be impressed.
Step 6: Keep It Brief & To the Point
5 minute rule!
Keep your call under 5 minutes. This would be ample time to say your piece without annoying customer with your chatter. The listener might not have the time you needed to explain the whole thing which is why it’s better to ask how much time they can spare and try to pick their interest in that time frame. Send a detailed email after call so that listener might access the information at leisure.
Follow all leads with renewed energy. Know that not every call is going to mature into a deal but there is always a new lead.
Step 7: Have the Nerve
When you follow a warm lead and you know what you hope to accomplish then stay true to it. Be confident, it’s just a conversation but your tone of voice can make the listener into a loyal customer. Keep a positive neutral attitude and believe that you can- and you will.