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5 Tips For An Outbound Dialing Strategy

5 Tips For An Outbound Dialing Strategy. Send Mass Texts Without Being Intrusive, Set Up Your Telemarketing Goals and KPIs, Train Your Agents

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5 Tips For An Outbound Dialing Strategy

Marketing holds enormous power for business success. Without effective marketing strategies, how will you present your products and services to your target audience? As marketing initiates awareness and recognition of your brand, everything else will follow—conversions, loyal customers, more prominently online and offline presence, and higher sales and profit.

Traditional or outbound marketing is a tried-and-true marketing approach to numerous industries. Outbound marketing typically involves outbound sales calls, a strategy that most consumers leave a terrible impression on. If utilized in a positive light, outbound dialling can do wonders for your venture.

With these in mind, consider these five essential tips in establishing and refining your outbound dialling strategy:

outbound dialling services

1. Choose The Best Outbound Dialing Service Provider

Hiring, multiple agents, to handle your telemarketing calls manually is heavily inefficient and expensive and less likely to gain returns. Instead of settling with traditional outbound calling practices, investing in outbound dialling services can be worthwhile.

Since the service provider will be the heart of your outbound marketing efforts, it’s paramount to choose companies specializing in business dialling, like Call Cowboy. An outbound dialling service provider can reimagine how you use your phone, as they can even transform it into a powerful dialer.

To narrow down your choices, it would be ideal if your chosen provider offers the following features and capabilities with your availed services:

  • Provides a toll-free, local number
  • Call disposition codes
  • Auto dialling
  • Call recording and monitoring
  • Customer relationship management (CRM) system integration
  • Historical and real-time reporting
  • Integration with other marketing campaigns

2. Send Mass Texts Without Being Intrusive

Receiving text messages repeatedly from a business is as upsetting as receiving calls. Along with dialling calls to prospective clients, you can engage in mass messaging by sending text and voice messages to customers.

Messaging service providers like Drop Cowboy can help you send text messages and ringless voicemails straight into the recipient’s inbox.

To avoid being intrusive and inconvenient, here are some tips when sending messages to your leads:

  • Be aware of and observe the Telephone Consumer Protection Act (TCPA)
  • Send messages only upon consent, including subscriptions via text, in-person, email, or website
  • Pick the right time to send your messages
  • Personalize your messages for a deeper connection
  • Keep your brand voice consistent

3. Set Up Your Telemarketing Goals and KPIs

Before starting any mission, you have to have specific objectives to achieve, and these will tell you if you’ve succeeded. In terms of your outbound calling campaign, make sure to pinpoint your goals—are you encouraging more leads to know more about your brand? Do you want to increase the sale of your products and services?

Having a clear objective in mind will aid your execution process. To monitor your progress during a given project timeframe, setting up your business’s key performance indicators (KPIs) and marketing metrics is also crucial. The occupancy rate, conversion rate, first call closes, and average handle time are examples of KPIs for outbound telemarketing.

4. Train Your Agents

While your dialling system will primarily handle the campaign’s technical ins and outs, your agents are essential pieces of the puzzle. Whenever a human voice picks up a call, your calling software will forward the call to your agent. The skills, professionalism, and character of your agent will significantly affect the customer’s experience.

Therefore, allotting the time, budget, and effort in training your agents are worth considering. Take note of the following training tips to implement on your employees:

  • Train them to fulfil KPI benchmarks
  • Emphasize the importance of schedule adherence
  • Teach agents to write good call scripts
  • Improve the speaking and connecting aspects of agent communication
  • Provide hands-on, practical training individually

5. Write An Effective Call Script

Last but not least is to pay attention to how you connect to leads and prospects. Since your conversion chances increase during the call, your agents should leave a positive impression and even persuade customers to get in touch with your company. Your call scripts will have a crucial part to play.

When making a useful call script, always keep in mind that your agents don’t have to be by the book. As long as the flow is articulate, natural-sounding, engaging, and makes customers feel valued, it has higher possibilities of a successful conversion.

How To Effectively Engage Prospects For Better Sales Calls

All your efforts to establish and refine your outbound dialling strategy will go to waste if your agents can’t engage prospects during the call effectively. What sets the most successful sales and marketing service professionals from the pack is that they don’t just talk like they’re lecturing their audiences; they understand how to engage customers properly.

Simply saying, the best agents work on genuinely connecting with prospects. If engagement is something your call centre struggles with, you might want to check out the short checklist below that will help ensure more engaging and successful sales calls.

a. Know Your Audience

Agents need to know who they’re talking to in advance to have successful sales calls. If possible, tell your employees to do some research before contacting an individual and their company. If they’re unsure of who they’ll be speaking with until they’re actually in the call, tell your agents to get the prospect to provide them with some context.

When agents know who their audience is, they can direct the conversation where it’s comfortable for the prospects or customers and profitable for your company. It helps ensure that the audience is engaged instead of looking for excuses to get your agents off the phone.

b. Be Mindful Of Your Leads’ Time

Time is gold. A lot of people consider it the most valuable currency. Your agents should show respect to leads by letting prospects know that your company values their time as much as they do. Remind your telemarketers to ask prospective customers how much time they have available before launching into their pitch.

c. Grab Their Attention

The first few seconds of a call is of utmost importance. If your agents don’t pique the prospect or customer’s interest, the latter won’t have much to lose if they decide to hang up. Agents should call the audience by their name and show them that they’re interested in them.

Furthermore, your agents shouldn’t forget to try to know the prospect’s situation and offer solutions for its betterment. They should avoid making the mistake of centring the whole conversation around them or end up sounding cookie-cutter.

d. Understand Your Product Or Service

Ideally, telemarketers have enough product or service knowledge to properly provide an impromptu demonstration or explanation if the need arises. Such a situation is indeed unlikely, but their understanding will help agents to confidently answer all questions that may arise about the product or service your company is offering. They can do it without having to put prospects on hold to ask someone more knowledgeable.

e. Make Sure You And The Person You’re Calling Is On The Same Page

The telemarketers in your company know your product or service from the inside out. But, how about the people on the call’s other end? It doesn’t matter how intimately your agents know your product. What matters most is how well their knowledge resonates with your prospects and customers.

You don’t want to be contented with your leads saying they get what you meant; guide them. Do your best to change how your telemarketers approach this aspect of the call and begin seeing much better results.

f. Ask The Right Questions

No customer likes to be lectured, especially when it’s a sales call. Agents need to make sure they’re asking questions to engage prospects meaningfully.

Are your employees asking the right questions? That’s why it’s worthwhile that agents do their homework, and only choose to work with qualified leads they already have a measure of significant intel about.

g. Practice Active Listening

Many telemarketers try to have their response lined up before the lead has even finished his sentence. Remind your agents not ever do it! Tell them it’s always better to wait for the prospects to finish making their point before determining what to say in response.

Practising active listening is not only a common conversational courtesy, but it can also get you further with your prospect. Remember that it’s not witty to have an answer ready all the time; it’s rude.

h. Be Willing To Go Off Script

As already mentioned, a call script is an essential component of an outbound dialling strategy. It can be handy, especially in cold calls. However, agents don’t have to be afraid to stray from a loose script if the circumstances require it. They should only rely on it when they hit an absolute standstill.

That’s because customers are more likely to respond much better if telemarketers infuse a little bit of storytelling and humour in the sales call. Reading off bullet points will only get agents so far; it’s the same result that you’ll get by just reading stale call calls-to-action.

i. Don’t Make Any Promises You Can’t Keep

Being able to whip up the lead’s enthusiasm is an indication that the initial call is successful. However, it’s also when telemarketers fail to resist the temptation of rushing in a blaze of glory because the conversation is going well.

Remind your agents not to make any commitment without knowing the ins and outs of the prospect’s situation first. They have to run long on the first call to be able to understand their audience better. Making promises that you can’t follow up with actions will only result in the prospect’s trust in your company forever gone.

j. Don’t Rush For An Outcome.

Telemarketers should always keep in mind that they’ll be able to talk to leads again. With that being said, there’s no need to go through their entire sales pitch in one conversation just because they’ve got someone on the other line right now.

Customers become more receptive to a pitch down the road if an agent can have a good talk with them today. It’s another reason why telemarketers have to be mindful of their prospective customers’ time.

If someone says he only has little time to be in a conversation, agents should only gather information during the call and figure out ways to pitch to the prospect at a later date.

k. Set A Follow-Up Call | Outbound Dialing

That’s what a follow-up call is for. Telemarketers in your company should quickly set the best time for subsequent pitching while the iron is still hot once they already have the prospect’s interest.

That way, they’ll be able to end the conversation on a high note and prepare the follow-up call properly. Agents coming off as professional and more knowledgeable rather than someone rushing to close the deal is sure to bode well among your company’s prospective clients.

l. Write Down Takeaways

Most businesses now use a CRM (customer relationship management) system, and chances are you have one. Tell your agents to take notes in the CRM. One way of making sure they’re hearing what customers have to say is by capturing their words in the form of letters. Writing down something might give meaning to something which might have otherwise been banter.

As telemarketers record their chat logs and takeaways, they’re building relationships with prospects much faster than if they didn’t. If your agents have to call a lead a few times, notes will help ensure that they aren’t starting over at square one every time they speak to the prospective customer.

Bottom Line | Outbound Dialing

Marketing comes in various forms, and outbound telemarketing is one of its most significant and influential. There’s no exact formula in choosing the best marketing types and approaches, as it’ll boil down to how you’ll utilize it for your business.

Suppose you’re looking into incorporating an outbound dialling campaign for your business. In that case, it’s paramount to understand what the approach is all about first, tailor-fit the steps involved in your business, and consider these tips discussed to increase your chances of succeeding in the outbound dialling landscape.

It’s also essential to note that even if every company has its technique for using an outbound dialling campaign to turn prospects into customers, engagement is the most significant defining factor.

It’s impossible to consistently get good results without engaging your clients in ways that matter to them. Hopefully, this post has also helped you figure out how to make your sales calls go the exact way you want them.

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Software

The Rise And Risk Of Third Party Code

Third-party code describes any lines of a program that can be replicated throughout different applications. This aids in the app development process itself, as the time to market, is drastically reduced via code recycling.

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Online Code Editors for Web Developers

The applications that make up the vast majority of today’s hyper-complex tech stacks are heavily dependent on third-party code. Unfortunately, the same vast benefits these pre-crafted components provide are often undermined by the severe security implications of third-party architecture. It’s critical for modern businesses to not only recognize these risks but actively help to stem the flow of attacks. Cutting-edge tools, including a next-gen WAF solution, may be the only path for third parties’ continued existence.

1. Third Party Code: Because Why Reinvent The Wheel?

Third-party code describes any lines of a program that can be replicated throughout different applications. This aids in the app development process itself, as time to market, is drastically reduced via code recycling. But even after the foundation of an app is laid, third-party code can be leveraged by its developers for ad tracking, customer reviews, payments, chatbots, tag management, social media integration, or other helper libraries that simplify common functions.

The sheer usefulness and availability of third-party code have seen it seep into every corner of the internet: nowadays, third-party code accounts for up to 70% of every website. In the same survey, 99% of respondents stated that the sites used and produced by their organization contain at least one third-party piece of code.

Open source describes one type of third-party code, though third-party also refers to externally developed code, the license to use which may have been purchased. Regardless of the commercial price of this code, companies have for too long ignored the social and security cost.

2. The Lurking Danger of Shadow Code

Third-party code lends itself to uber-accessible site and app development. Though these no- or low-code environments help lower the barrier of entry for eager entrepreneurs and hobbyists, it’s vital to understand the risks. Profiteering cybercriminals are more than willing to take advantage of naive or negligent developers. Sometimes, it’s not a lack of skill that lets them in, but the high-pressure push toward rapid rollout.

Attackers grouped under the Magecart umbrella have been taking advantage of third-party code since 2015. This crime syndicate relies on digital credit card theft, swiped by covertly injecting JavaScript code on e-commerce checkout pages. Magecart has wreaked an impressively high-stakes trail of destruction: Ticketmaster, British Airways and countless other online brands have all fallen foul of their attacks.

Two high-profile attacks occurred in 2020, as children’s clothes maker Hanna Andersson and British retailer Sweaty Betty were targeted. Both of these attackers are thought to have revolved around apparently-innocuous site addons. Hidden within these lines of code, however, Magecart attackers add a few key lines of JavaScript.

This third-party code often copies legitimate payment forms on an eCommerce site. However, there are crucial – tiny – modifications made. For instance, the payment information is covertly sent to an attacker-controlled server. The transaction itself is still allowed to go through, meaning that end-users are left totally in the dark. The attack on Hanna Andersson went totally unnoticed for weeks – even this represents a relatively fast discovery, with other victims remaining clueless for up to a year.

Most victims are only alerted when stolen credit card info pops up on dark web marketplaces. The cost is significant: Hanna Andersson was ordered to pay $400K in damages to over 200,000 customers; the exact cost to individual victims is more difficult to ascertain, but the theft of their name, shipping address, billing address, and payment card info allows attackers to conduct incredible damage. Magecart attacks actually rose in popularity throughout the Covid-19 pandemic, seeing a 20% increase, while the average detection time hit 22 days.

Magecart may represent malicious third-party code; but even tested, open-source code can accidentally cause one of the greatest security problems of this decade. Log4j describes an open-source logging library that has become one of the most important pieces of architecture throughout the web, responsible for relaying vital logging info back to the developer and maintenance team. In 2021, however, it was discovered that the log4j library was critically vulnerable to remote code execution. This placed hundreds of millions of devices at severe risk, as the flaw was also relatively simple to exploit.

Forgoing third-party code altogether isn’t realistic. Over 60% of websites across the world run on Apache and Nginx servers, while 90% of IT leaders rely on enterprise open-source code regularly. All modern software is built from pre-existing components, and rebuilding these functions from scratch would require massive investments in time and money to produce even relatively simple applications.

3. You Can’t Patch Your Way Out of This One

Once bundled into an application, third-party code can be difficult to test, and even harder to secure. Patches are wholly dependent on the developers; even for active, well-meaning devs, such as those maintaining the log4j functionality, patching takes critical time.

Fear not: a comprehensive security solution can offer a number of tools to virtually patch – and ultimately stop attackers in their tracks. One such tool is the Web Application Firewall (WAF). This sits in between the application and the end-user, monitoring and filtering passing traffic. Next-gen WAFs offer automatic policy creation, along with rapid rule propagation, explicitly to broaden the safety net that third-party code requires.

While the traditional WAF has focused primarily on monitoring external connections, Web Application and API Protection (WAAP) describes a more comprehensive suite of protection. This incorporates the firewall-based approach of the WAF, with a greater focus on APIs. These pieces of code provide programmatic access across different apps and have historically been a major weak point in organizational defenses.

Finally, Runtime Application Self-Protection (RASP) offers a compelling next step toward automated protection. Instead of sitting externally to the app’s own code, RASP acts as a plugin, attaching to an application’s internals. Thanks to its internal view of an app, RASP can monitor its behaviors and map the typical connections and privileges that occur under the hood. Once a baseline behavior is established, RASP can then automatically detect – and critically, shut down – suspicious behavior.

With a proactive suite of virtual patching measures in place, your security is empowered to keep pace with DevOps, whilst helping nullify the threat of cybercriminals and the ensuing lawsuits.

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