Saturday, June 16, 2007 9:54 PM
Long before Ofcom's rules I always suggested to call centres to display Caller ID, particularly if you are dialling mobile numbers. This is a fantastic tool for both reassuring customers (especially on telesales calls) but also for inbound lead generation from missed calls.
Make sure you answer the 1471 calls though, and that the lines are open during the same period you are actually making outbound calls. There's nothing more unprofessional to a customer than having a missed call at 7:30pm then ring back to hear the company closes at 5pm!
In terms of volume for every 1000 non-answered calls you make (this is No Answer and Answer Machines that actually rang) you should expect at least 200 calls back. Ringing out on an 08xx number provides a much lower response rate than dialling out on an 01xx or 02xx number.
Avoid 0800 numbers. While you think you are doing the customer a favour, try ringing an 0800 number back from a mobile. Depending on the network you'll either get a recorded message telling you the call is about to cost you or telling you to redial with the "0" and be charged a special rate. Customers may well think the message is coming from your centre and/or is a scam. My strong recommendation is to use a real number based where you are.
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