Outbound Calls

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Outbound calls can be some of the hardest types of calls to make. They require the caller to be well prepared and be able to keep the ‘target’ engaged while trying to deliver a point. Feeling such as nervousness and a fear of rejection can make these types of calls seem daunting to anyone. But with some helpful techniques and a little practice, the caller will have no problems picking up the phone and dialing a number.

Be Prepared

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When making outbound calls, it is important to have all of your information prepared and ready before you even dial the number. Remember, you are asking the caller for a moment of their time, so be respectful and be ready with your information as soon as they pick up. Practice saying any scripting or phrases ahead of time so that you aren’t surprised by anything. Review the name of the person you’re calling and what their title is. Know what to say if they have any possible questions or if they want to refuse service. By preparing everything you need beforehand, you’ll be ready for anything that may come up.

Identify Yourself and Your Company

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When making outbound calls, the person on the other end of the line will most likely not have any idea who you are or what you want. Before you begin speaking about your product or service, it is important to identify yourself, your company and the reason for your call. If you do not identify yourself from the start, the recipient will become uncomfortable speaking with you and will lose interest right away. The recipient wants to know that you are calling them for a specific reason and that they are not just a random dial made by the company. Make them feel special by letting them know who you are and where you are calling from, and get right to the point as to why you are calling them today.

Examples:

  • “Hello. My name is Sally and I’m calling from Smith Industries. May I speak to Mr. Jones?”
  • “Hello there. My name is John. I’m calling from Amy Corp. Is Ms. Petty available?”

Give Them the Reason for the Call

 After you’ve prepared yourself and have identified yourself to the recipient, the next step is to tell the recipient the reason you are calling them. If our introduction runs too long, or we begin our scripting without stating its purpose, the recipient can become bored, confused, or even plain angry. Once they have become agitated, they will be unwilling to listen to anything you try to say and will disengage the call. To hold their attention, keep the information in a steady flow without a lot of pauses or ‘filler words’ (such as ‘um’ and ‘uh’). Introduce yourself and your company, and then move into the reason for your call and why you would like to speak with them.

Examples:

  • “Hello, my name is Pat. I’m calling from ABC Corp about your current cable service.”
  • “Hello. My name is Kate and I’m calling from Ally Hospital. Do you have a minute to complete a patient survey?”
  • “Hello. My name is Jack. I’m calling from Ace Autos. I’d like to speak with you about your recent purchase.”

Keep Caller Information Private

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Before we can begin to make outbound calls, we should already have a mound of personal information about the customers we intend to call. Since we are the ones doing the majority of the talking, we control much of the information in the conversation. It is important that the caller know that their information will be kept private and will not be ‘aired’ throughout the office. When a call is made, keep the customer information with you to review while speaking with them. Speak in soft volumes so that employees around you cannot hear the customer’s information. Assure the customer that their information will be kept private and will not be shared with anyone. Finally, when the call is over and you no longer need the information, shred any hard copies that were made and delete any digital files that are not needed at the time.

Case Study

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Jacob was busy making his regular outbound calls for the day. But in the middle of the day Jacob’s manager, Holly, came by his desk with a new assignment for him to complete. She explained that she wanted Jacob to call the clients on the list and ask them several questions from a new company survey. Since Jacob was new to the project, he asked Holly to go over all of the material with him and help him become better prepared before starting the calls. Holly stressed to Jacob that the client’s information should remain private and only be used for this survey. Holly also instructed Jacob to identify himself to the caller and let them know he is calling to complete the survey on their behalf. After Jacob reviewed all of the information and scripting, he started from the top of the list and began calling clients.