At larger call centers, or any outbound contact center with over 50 agents, regulatory compliance is an ever present concern. The consequence of ignoring or falling behind requirements is too steep.
These regulatory hurdles are being introduced, changed, and even rolled back all of the time. Meanwhile, your business needs to remain compliant to avoid potential penalties and keep contacting prospects.
13. Keep Up with the Compliance Landscape
Knowing what you’re dealing with is the place to start. No list of contact center best practices would be complete without addressing compliance.
From the FCC’s latest proposed rules on multi-vertical marketing and robotexting to the growing number of state-level regulations, it seems like each month brings consequential change to the outbound sales industry. As a manager, it’s essential that you stay on top of these changes with the help of the right compliance resources.
Regularly attending webinars and reading up-to-date guides (like this one!) can help. But you also need to know you’re working with a dialer that’s committed to compliance support. Talk to your software provider today to see how they’re responding to ever-changing regulations with effective tools for call center compliance.
The Essential Checklist
State by state calling restrictions in 2023
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14. Minimize Call Blocking and Flagging While Monitoring Caller ID Reputation
One of the most noticeable fallouts of recent regulations is an increase in call blocking and flagging.
For Heather Griffin, large call centers she worked with started seeing the impact of new regulations almost overnight. “We all noticed this drop in connectivity, drastically. We felt it happen when the law changed. [Contact rates] steadily started dropping down further and further.”
At a contact center making a huge volume of calls, even one caller ID being blocked or flagged as “Spam Likely” can have a massive impact on ROI. To make matters worse, without best practices in place, flagged numbers can eat away at revenue without you even knowing about it—until it’s too late.
Caller ID reputation management is an essential practice for minimizing negative ROI impacts. Convoso’s own solution gives you the tools to take a proactive approach to managing your numbers.
With ClearCallerID™, you can monitor the health of caller IDs, and quickly rotate out incorrectly flagged or blocked numbers before they affect your bottom line. Avoiding call flagging can improve contact rates by 20 to 40%.
If you manage a call center with over 50 seats, just imagine the effects on your bottom line when you reach that many more potential customers.
15. Implement Smarter Dialing Strategies
While effective DID management is crucial to navigating compliance and increasing contact rates, it’s not the only best practice you need to achieve lead efficiency. Employing smarter outbound calling strategies can help you make the most of your leads.
Leads are one of the biggest costs for outbound call centers. Especially if your center has serious dialing capacity, overdialing your data can lead you to quickly burn through those costly leads.
As Nima Hakimi wrote in his blog on accelerating lead efficiency:
“When I talk to a call center manager, I want to know how they’re working those leads. How are they recycling their leads? Most people’s dialers are not set up effectively to convert leads. They just keep dumping the leads in and dialing.”
Following this all-too-common approach will quickly deplete the value of high-cost leads. It can also increase the chances that your numbers get flagged or blocked.
Use workflow dialing to automate your redialing strategy and reach customers at exactly the right moment. By staggering your call schedule and setting custom triggers for individual leads, you will break up predictable call patterns and drastically improve contact rates.
For Billy Ness of Bradley Lead Group, a lead gen group with over 100 agents, implementing this best practice with Convoso made a huge difference. According to Ness:
“Convoso’s Workflow Automation maximized lead lists for optimal agent utilization rates and increased our list penetration rate by over 30%.”
Bring It All Together and Boost Your Profitability
In our guide, we’ve covered outbound call center best practices that impact virtually every area of your operations. These outbound contact center tips and strategies can improve efficiency for agents, for leads, and for you as a manager.
Of course, to deliver serious growth to your contact center, you will need to bring all of these efficiencies together. Having the right dialing software at your disposal can help you do exactly that.
Looking for a dialer that will give you the competitive edge all year? Compare our powerful software to your current solution with a FREE DEMO. You’ll be amazed at the difference.
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