A contact center should not call its customers randomly. Some specific etiquette must be followed. A firm should hire a call center that provides Appointment setting services so that the customers could stay engaged without feeling bored.
According to SQM Group, a contact center should try to optimize its first call to a customer to save around $276,000 per year. Therefore, appointment setting call should be planned out well. A customer support executive has to keep following factors in mind before setting out an appointment call.
Be courteous and ask for the meeting:
This is the basic manner but many call center executives simply ignore it. According to The Harris Poll, 81% of the callers feel that it is frustrating to stand on queues while attending a call. Hence, call centers should call a customer when he is free.
Time Zone:
Don’t dial your customers during lunch or dinner when setting up an appointment with a customer. The 2015 report of Global State of Multichannel Customer Service claimed that 90% of the consumers feel that a brand should offer a self-service portal where callers can easily register their grievances for scrutiny to remove the time difference confusion.
Research and Being Attentive:
Every customer support executive has to furnish right information to the callers at the right time. A calling executive cannot delay in it. In fact, Appointment Setting Call Centers should make it sure that a proper research is done before calling a customer. A customer needs to be immediately informed about the existing offers once the call gets connected. The ICMI research said that telephones handle around 68% of all call center communications so calling executive must focus towards improving his service.
Technology Matters:
The latest statistics by Gartner revealed that from this year onwards, more than 40% of the contact centers will use various modes of business strategy for expansion. Apart from phone calls, voice mails, SMS and social media will also be used to fulfill a customer’s query.
Time Lag for Appointment:
Going to a client’s place eats up a lot of time. It makes the entire appointment process a cumbersome one. Hence, the calling support agent must find out some other way of communicating with the client. As per the latest ICMI research, almost 86% of customer care centers use multi-channels for communication. So, contact centers should use phones, emails, telephones and fax more.
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