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Marketing Strategies for Contact Centers


The digital age has transformed the way businesses view their marketing strategies.  Although inbound marketing continues to grow in popularity, outbound campaigns remain an effective sales tactic used by many businesses around the world.  In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue and grow your business.

Effective Outbound Call Center Campaigns

Effective outbound campaigns require trained agents, who have in-depth knowledge of your product or service offering.  A lack of knowledge or ability to respond to a potential client’s questions can compromise your bands imagine and create distrust with your customers.  A well-planned campaign starts with trained agents, who up to date with any promotions, specials or new products.   A call center agent is the first line of contact to the outside world.  A friendly, confident and knowledgeable agent gives your business a professional image and helps to build confidence in your customers.

Tips To Make Your Outbound Call Campaign Successful

Assuming your target market is “everyone”  would be an unrealistic approach.  Call center agents are a vital part of the marketing team and need to know who your prospects are and why they should consider using your product or service. Below we have listed four top tips to make your outbound call campaign work:

1. Identify Your Target Market

Your target audience is the demographic of people most likely to be interested in your product or service. It’s important you identify your audience and have a full understanding of what it is that you do best, and why potential customers would be interested in you. You can do this by asking yourself a few simple questions:

Whats makes you stand out against your competitors?

Identifying your biggest value or drawcard that makes your brand stand out against competitors.  Knowing your strengths such as reduced pricing, bonus features, and extended support will help create a focus for your campaign.

Which businesses would benefit the most from your product or service.

Establish which businesses will find the most value in your product offering. This will help you streamline your outbound campaign, connecting with businesses who will benefit most.

Create a Marketing Persona

Developing a marketing persona allows helps you create an outbound strategy based on the unique needs of your target audience.

2. Create Sales Scripts

Sales scripts are a key part of running a successful cold calling campaign.  Before you can launch your campaign, you need to develop at least two sales scripts for your agents to use.  Use both scripts equally throughout your campaign, and track the end result of each call to monitor the success of these scripts.

3. KPI's

  • Schedule adherence is the total amount of time an agent is available divided by the amount of time that they are actually scheduled to work. This KPI can help you manage staffing costs for your outbound calling campaign.
  • Handling time is the average amount of time that an agent spends on a call, including any hold time or transfer time. In order to make the most of your cold calling campaign, you want to ensure that agents are handling calls efficiently.
  • A conversion rate is how many sales or conversions your agents make divided by the total number of calls made. This KPI allows you to see which agents are able to quickly and effectively bring on new customers.

4. Invest in Automated Dialer Software

An automated dialer, or a predictive dialer, helps increase agents productivity.  With an automated dialer system, listed prospects are automatically dialed, subsequently reducing your agents' downtime between calls.

How Can AVOXI Help?

With 20 years of experience and a global VoIP infrastructure spanning across North America, South Africa, and Hong Kong. AVOXI’s cloud-based, virtual call center solution, Smart Queue®, offers a cloud-based call center platform tailored to your unique business requirements. Using open-source technology, Smart Queue provides comparable contact center features and functionality as found in costly proprietary platforms at a fraction of the cost. As a virtual solution, AVOXI’s team handles the upgrades and maintenance. You focus on your business without the software and hardware worries. Fully scalable, easily add new users and increase user productivity by providing easy access to features and capabilities.

AVOXI's Professional Service Team

Our expert Professional Services team includes project managers, development engineers, and customer advocates who are available to help you develop the perfect contact center solution or optimize your existing call center software.

AVOXI's Professional Services team can:

  • Integrate critical business applications, such as custom CRMs and financial tools
  • Add and optimize new call center locations
  • Optimize key contact center software features for your business needs
  • Add new business-specific dashboards, wallboard, and reports
  • And more!

We're ready to help you make the most of your contact center solutions today.