Best Practices to Optimize Outbound Dialing

Hanna Walther, Ytel |  

Perhaps you remember one of our recent posts about the new regulatory requirements from the Telephone Consumer Protection ACT (TCPA) that has made it increasingly challenging for contact centers to engage in outbound activities? Today we're going to touch on some best practices to help you optimize your outbound dialing so that you can stay within compliance. outbound-call

Perhaps you remember one of our recent posts about the new regulatory requirements from the Telephone Consumer Protection ACT (TCPA) that has made it increasingly challenging for contact centers to engage in outbound activities? Today we're going to touch on some best practices to help you optimize your outbound dialing so that you can stay within compliance. outbound-call

But first, we want to draw your attention to survey results conducted by Wakefield Research that breaks down how consumers really feel about being contacted by telemarketers: 
  • 91% of people on the DO NOT CALL (DNC) list still receive calls from telemarketers
  • 83% of Americans have been interrupted by telemarketers, including: on the weekends, multiple calls per day, calls to their mobile phone, and phone calls after 9PM
  • 81% of Americans think it would be worse to receive a call from a telemarketer after 9PM than an email from work
  • 84% of Americans hang up when receiving a telemarketing call
  • Americans are willing to give up something fairly extreme (for a month) if telemarketers did not call their phone - this includes alcohol 31%, coffee 21%, or chocolate 20%
This survey was conducted by Wakefield Research among 1,000 U.S. adults over 18 years of age between October 29th and November 5, 2014. 


4 Best Practices to Optimizing Outbound Dialing


Outbound activities presents some unique challenges that are not present in the deployment of an inbound campaign. By using the right techniques and employing best practices, companies can avoid pitfalls that result in customer frustration and possible TCPA infractions.
  • Focus on the Customer Experience: Provide proactive highly personalized interactions that anticipates customer needs, diffuse frustrating situations, and streamline processes and improve agent efficiency. You also want to deliver it in a way that customers find it valuable - rather than a nuisance.

  • Leverage Multi-Channel: Use a vendor that facilitates a consistent user interface across all customer service portals with little to no incremental effort, including voice, text messaging, instant message, mobile and even social networks.

Did you know mobile messaging generates $251 Billion dollars annually? More people are incorporating text messaging into their daily personal and business communications - and these are often the preferred method of communication. This also addresses two conflicting, but important, support goals: improve service and keep costs low.

  • Schedule and Manage Appropriately: Use an administrator interface to setup and schedule outbound campaigns, which will allow your agents to quickly send notifications or react to market opportunities. You can also use these as an opportunity to understand exactly how and why a call failed, effectively manage contact lists and remove bad contacts from future campaigns.

  • Security: Contact centers need to avoid unintentionally violating a customer's privacy and validating the identity of the called party is often necessary, which often just needs to be contact verification steps.

    Regulations in most countries also stipulate that a connection must be made in less than two seconds from the time the call is answered and sometimes require a recording and or archiving of both sides of an outbound call.

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About The Author

Hanna Walther, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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