Can Automated Outbound Calls Increase Your Customer Retention?

Lots of call centers make use of automated outbound calls to reach customers, for a variety of reasons. Automated software places calls to customers and connects agents in real-time, usually with a sales, service or marketing agenda.

The key feature is an automated dialer which can place a lot of calls at virtually any scale, with no manual work required.

Once the tech is in place all the contact center has to do is decide what will trigger a call to customers. In the past this was almost always driven by the need to make sales via cold calling. However, this is harder to achieve in the modern (and more regulated) environment.

As a result, many businesses have refocused outbound efforts on calling existing customers to improve retention.

But is it good for your business? Can it help you to improve customer experience and retention? Let's explore it together!

How do Automated Outbound Calls Help Your Business?

Automated outbound calls can help you in multiple ways. Here we have highlighted some of their benefits!

Major Time Savings

It’s almost unbelievable how long it takes to dial a phone. You might be thinking, “What? It only takes about five seconds!”

And you’re right. But let’s think about that for a moment. An agent might make fifty calls in a day. There might be 200 hundred agents in a medium contact center. Five seconds, fifty

calls, 200 agents? That’s almost fourteen hours per day!

Or 3600 hours per year.

So yes, the time savings behind using a dialer is huge.

Quick & Easy Set-Up

The modern software environment is a lot more agile than it used to be. Gone are the days when installing software was an overwhelming process.

Now, everything from installing a new virtual dialer to integrating it with surrounding systems can get wrapped up within a week.

Keep your Target Audience Updated About Your Upcoming Product & Services

Introducing a new product or service is not an easy job. You have to spend a lot of time and money on its marketing. Still, it is not guaranteed that your message will reach your target audience. But what if you call them directly and talk about your upcoming projects?

This is the best thing about calling existing customers – you already have a relationship. You have a built-in excuse to call them!

It works a lot better than calling a complete stranger!

Improve Caller Experience

The best way to win your customers' hearts is by providing them with a personalised experience. Outbound calls can help you to achieve this by taking your service to customers without them lifting a finger.

Result? Your customers will be happy, and your business will flourish with satisfied customers.

Can You Improve Customer Retention Through Automated Outbound Calls?

Yes, an efficient automated outbound calling system can help you build a loyal audience. Customers love when you fulfil their needs in a timely manner.

However, you need to provide a personalised experience to your prospects. When you provide irrelevant services, it spoils your brand image and makes customers think that you don’t care about them.

Need help in providing a better experience to your customers? Go through this (and thank us later).

Know Your Customers

Don’t rely on your assumptions; try to know about their preferences and pain points. Only then can you provide a more personalised experience to them and win their trust. You can conduct a survey or ask customers directly to know about them better.

Provide agents with real-time customer data as calls connect, so that they can always address the customer by name. They’ll also benefit from having a good sense of what the customer has purchased – or even complained about – in the past.

Provide Proactive Service

You can stand out from your competitors by providing proactive services. Reach out to your customers and offer them help for the issues they may face in the future. Or, once a customer purchases a specific service or product, you can call them and guide them about getting the most out of it.

When you do so, customers will feel valued. They are more likely to stay loyal to you, automatically increasing your revenue. See, there is no secret formula for winning the heart of the customers; you have to put time and effort in.

However, providing service can keep your customer safe from unnecessary frustration. They will appreciate this gesture, and you will be able to gain a loyal following.

Collect Customers’ Feedback

Customer feedback is the best way to analyse the performance of your particular product or service. Calling clients individually and asking them about their valuable feedback takes time. Plus, asking the same thing repeatedly makes your agents bored.

Thanks to this new technology, now you can do this all with the help of a computer. When you collect accurate customer data and make changes according to your services, you will surely be able to retain more customers. Also, having some loyal customers is better than having a wide follower who doesn’t contribute to your business growth.

Conclusion

Automated outbound call centers can help you to improve customer experience when used in the right way. In addition, they help provide prompt customer service and increase sales and return on investment.