Setting Up Your Call Center Campaign

This article informs you about the five set up questions every marketer should ask regarding call centre campaign according to Stewart White, a call center Senior Consultant. 

In the decision about setting up acall center campaign, campaign strategy should be set and offers should be created. Load and select the call lists and the campaign is ready to roll and you can hand off to the call center. You have to recognize and correct the common problems in setting up the campaign. These are the questions that are needed to be asked before starting a new campaign.

1.      Are my campaign objectives clear and are my targets properly set?

Two of the most important steps in successful callcenter campaign execution are the objective and target setting. You can assure that customers will not be able to resist the opportunity to purchase because of setting and clearly communicating the objectives and targets for every campaign.

2.      Are poor quality leads reducing my response rates and increasing campaign costs?

Having bad leads in your call lists is costly. Every incorrect lead is a wasted call that costs you money and time without the chance of a sale besides; bad leads can take the place of the good leads that can produce sales. Ensure that all leads are of good quality and relevant to the campaign objectives. Leads must be audited and tested before the call center campaign “go live”.

3.      Am I discarding lists because I think they are too small?

When setting up campaigns for a call center, it is important to consider the list sizes. Small list sizes sometimes get canned due to the misconception that they will be too expensive to run through a dialer. What you have to do is to make the small list a “split” of a larger list to maintain your operational efficiencies and reduces administration costs. 

4.      Are my “mostly likely to buy” customers being called first?

You have to put your best prospects that you think will be easier to talk with at the top of the list and watch the results fly. Getting more conversions faster will also give you the opportunity to move onto other high yielding call centre campaigns. This also helps motivate consultants as they move through the list, increasing their confidence and giving them experience before they encounter the harder sales down the list. http://www.what-is-call-center.com

5.      Are my campaign dialer settings costing me results?

Like all technology, dialers must be used the proper way or it can mean lost opportunities to service customers and make sales. Many dialers have the ability to generate excellent results by automatically recalling engaged or busy numbers or sequentially calling alternative numbers from a customer’s file when numbers are not answering or engaged. 

As the person responsible for the callcenter campaign success, you have to provide the instructions or business rules to the call center to ensure that you gain the highest yields from your campaign lists.  

Whenever you are setting up a new campaign for a call center, ask yourself these few questions to ensure that you get the best results possible right from the start.