Increasing Connectivity by 20%
It’s harder than ever before to encourage someone to pick up the phone.
People have become aware of certain signs to look for when answering calls and some apps are even designed to identify and flag marketing calls.
Whilst this makes it challenging to find ways to increase answer rate, there are still a few tips we can suggest to make an impact.
Making large volumes of calls is bound to lead to discontent among a minority of recipients. This could lead to them potentially flagging your number as spam, even if you’ve followed guidelines to a tee. If for example you call a shared phone such as a landline and it’s answered by the wrong individual, they might not have a clue why you’re calling. This could lead them to flagging you as spam.
Sometimes individuals might even forget they’ve opted in and blame the caller for reaching out. This could also lead to people reporting the number as spam.
With apps and other software which can search the internet for number complaints, this could quickly lead to your number being blocked or flagged.
Therefore, it’s wise to cycle through caller ID’s to keep your number fresh and reducing the chance of automated software blocking your number.
To get the most out of data you might need to work out the best time to call. If for example the recipient works Monday – Friday from 8am – 4pm there might be less chance of them picking up the phone during this period. This might lead to recycling data and testing calls between 4pm – 5pm, to see if there is a better response.
Using your dialler dashboard, you can view your reports to see your current answer rate and a host of other relatable stats. This will allow you to make informed decisions about different dialling tactics.
Some dialler providers such as Primo even have a feature which uses advanced algorithms to analyse data automatically, working out the best time to call.
If you’d like more manual control, other ways of doing this could be to change the list order or randomise the dialling level.
If you consistently call your lists in the same order then the top of the list will always be called first. However, by randomising or changing the pattern you could stand a greater chance of calling them at different times and hitting a larger time net.
Some providers such as Primo can allow you to notify customers in advance via email or text so they know to expect a call. By doing this you can remind contacts who you are, why you’re calling and remind them about their opt in preference.
This could help build rapport and encourage people to pick up the phone. This will work especially well with existing customers.
One thing we’ve noticed with new clients is when they move from competitor’s software, their connection rates can increase without action. One reason for this is because we offer the highest quality tier 1 routes. This means your calls will travel over the most stable connections offering the best call quality.
Some providers offer lower tier routes which can cause calls to drop drastically causing lower answer rates.
When looking for a new dialler provider, it’s best to enquire about their quality of routes.
Usually if people see a number calling from an area code they don’t recognise, there is a large chance that they might let that call go to voicemail. This can play a huge part in answer rate.
By using a local number, you can run campaigns that are close to that area code. For example, if you live in Birmingham and you see a Birmingham number call, you might think it’s a local call. However, if you see a London number calling then it increases the chances that it likely to be unconnected to the person.
Are you struggling with answer rates? Do you believe your call centre is underperforming?
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