The call center model is broken and tailors only to an enterprise level clientele with large budgets. In the face of this, businesses have been stuck in a conundrum of:
- Not enough people to make the calls
- Can't wait for the weeks it takes to onboard and train call center employees
- Not enough leads and/or revenue to employ a call center
Today, with the benefits that technology affords, a flexible call center structure for smaller scale call campaigns is finally a reality.
So, what do you need to get started with a small call center?
Launching a small scale call campaign can take literally minutes to implement assuming you've followed the outlined steps below:
Step 1: Identify your objective
What motivated you to search for a small call center? Firmly identifying your objective is crucial to garnering the results you desire from a call campaign.
Common objectives include:
- Lead qualification
- Customer support
- Survey distribution
- Event attendance confirmation
Based on these objectives, come up with the metrics that you're shooting for: (10% connection rate, 50 surveys completed, 80% confirmation of attendance etc.). Without identifying your objectives it will be difficult to assess the success of your campaign.
Step 2: Create a script and FAQs
While call agents are professionals well-versed in customer interaction, they need the right tools to get your target contacts the support they deserve.
Write out what you want them to say and then practice it yourself and with your team. Does it sound fluid? Would you be interested in hearing more? If not, try again or ask the professionals.
For the FAQs, make sure it is personalized specifically to the task at hand, don't simply send over the FAQs published on your website. Ensure they're on-brand and written as you would say them.
Step 3: Target your contacts
You will fall into one of two categories here:
- List in Hand: you already have a list of 5,000 people waiting for follow up on your beta product
- List in Head: you're looking to talk to every manager of McDonald's in Georgia
For the former you can easily upload and identify your list for the campaign and be ready to go in 10 minutes. For the latter you can curate and directly purchase these leads from the call center and be ready to go in 20 minutes.
Step 4: Do a trial run
You may think your script is genius and everyone will want to talk to you, but always A/B test your content. Take about 5-10% of your list and try both scripts. Analyze the results and either go with the version that had the results you were looking for, or take another stab at it. Once you're content with your results, launch your full scale campaign and monitor its progress from your call dashboard.
Step 5: Analyze and Repeat
Congratulations, you just contacted thousands of people for a fraction of the cost and time it would have taken you in-house! What did you learn?
Analyze your results against your objectives and ask yourself:
- Was this effective?
- Am I targeting the right persona?
- How could it have been better?
When you can answer these questions, take another stab at your call campaign beginning again at Step 1.
Small call centers are now a reality and allow you to get in front of an audience through person-to-person contact in a world dominated by digital. With the low cost of entry and quick ramp up, why wouldn't you want to test it out? Click below to Request a Free Demo of VOIQ and discover how we're revolutionizing outbound calling.