Automated outbound calls are sometimes compared to late-night or early-morning telemarketing calls. However, it’s not just spammers and salespeople who use this tactic. Businesses can employ automated dialling for a variety of purposes, ranging from administrative work to generating sales leads.
Automated outbound calls will be discussed in detail in this article, including what they are, how they function, and how to implement them in your business.
What is an automated phone call?
An automated outbound call is a phone call that is placed by a computer or other device, which is then dialled by the receiving party. They are typically put to use to promote a good or service with the end goal of generating a sale of that good or service. For instance, you could put them to use in order to gather information about your customers.
How is automated call made?
The intended recipient of an automated outbound call receives a call from a machine that places the call and rings the number. As the call progresses and particular words, phrases, or occurrences are mentioned, the computer follows a set of pre-programmed rules that dictate how it responds.
Businesses can automate elements of a phone call
Depending on the sort of automated call, there are a variety of automation choices through technology.
Here are a few examples:
recognising the callers
Whoever is calling you needs to be known at the outset. Integrated voice response systems (IVPs) are being used by contact centres to gather information from callers.
When a caller does not appear in your caller’s profile in your CRM, their phone number is the easiest way to identify them. Instant number recognition is possible because of computer telephony integration (CTI).
Agents can get real-time data while on the phone.
Data from existing customer relationship management (CRM) systems can be integrated into automated outbound calls. Agents can obtain client data throughout the contact, which they can then utilise to guide their interactions further.
Entry of information into the system
Using APIs, two or more systems can communicate with each other and automatically populate information like who called you. Entering information about your friends and family is made easier by this feature.
Keeping track of incoming calls
Businesses and organisations cannot function without call lists. Keeping track of who and when gets called is critical, as is being able to make adjustments quickly and efficiently. When you use automated call lists, you may reduce the time and effort required to manage calls.
My automated phone calls aren’t working
Using a headset and an outbound calling platform is the simplest approach to set up an automated call. It’s possible to set up a campaign and begin contacting within minutes using these platforms, which include free samples and full-featured packages.
Automated calls: When and how to make them
You can quickly and effectively automate outgoing calls using VoIP and CTI. Dialling parameters, such as time of day and dialling mechanism (DID or DPID), should be able to be configured and call lists can be created.
Using an automated platform, you can offer the following kinds of outbound dialling services:
1. Queueing in a virtual world
Agents in your contact centre can be put on a virtual queue to receive calls. Customers will wait in a virtual line until an agent is available, at which point a call will be placed to that agent’s cell phone. Both incoming and outbound calls can be made.
Onboarding of New Customers
Customer onboarding, which entails soliciting feedback and providing assistance, is another method for automating outbound calls. IVR (Interactive Voice Response) and off-site lead generation systems can be used to qualify clients and place them in a line for live engagement. The customer is then connected to a live representative through the system.
Customer service that is proactive
If you want to provide proactive customer care, you can also use automated outbound calls. It’s a good idea to call your consumers before they get in touch with you about a problem. Help consumers with billing questions, service changes, and technical concerns by employing this method.
After-sales service
Automated outbound calls can be used to conduct consumer surveys. People who participate in the survey will receive a message informing them of the purpose of the survey and asking them to provide their thoughts. That way, even if someone doesn’t phone your customer service centre, you may still get their feedback on their experience.
Automated customer retention
Customer retention and automation are inseparable. After a transaction, your clients’ service calls can be handled automatically by the contact centre. They can keep an eye on their clients to see how they’re progressing and solve any issues they may be having.
All-in-one service
Customers who don’t want to communicate via web or social media chat are common. This may be a tiny group of customers, but they nonetheless play a significant role in your company. Despite the fact that outbound phone calls may not be able to solve all communication problems, they are vital.
Blended contact centre models have advantages
You can use both voice and self-service channels in a hybrid strategy. Automated outbound calls give a more proactive self-service paradigm while agents are ready for emergency needs. To better serve your customers, you can use this technique to offer the most appropriate solution in each given situation.
These are some of the advantages a hybrid contact centre can provide your company:
Prompt assistance
An outbound contact centre simplifies your services by only presenting customers with the options that are most pertinent to them. This helps to reduce overcrowding and improves the overall customer experience. Regarding how important it is to their operations, businesses rate outbound marketing at 7.3 out of 10.
Customizable
In order to be as helpful as possible, you can customise your outbound calls. Monitoring and tracking client interactions, customising communication and making adjustments are all made possible through automated technologies.
More empowered agents
Even if you have a smaller contact centre, automated outbound calls can provide it with the advantage of offering a more personalised service. Agents are enabled to focus on the consumer while employing automation for follow-up calls and proactive customer interaction.
The kind of customer service that makes people happy
Customers appreciate individualised and aggressive service. Agents benefit from an automated calling service because it removes the guesswork from customer encounters and provides more service options.
