Outbound Calling is a wonderful tool to help you reach your customers effectively. To help you use Outbound Calling to its full potential, we have listed some Call Strategies to give you an idea of how to implement calling in your locations. These are purely suggestions, can be mixed and matched to your needs, and can be used to inspire your strategies. We hope they help!
- Consistent Calling - Calling consistency is a clear way to make more connected calls and build more customer retention. Utilizing the call bucket filters of never been called and previously called, reach your customers who don’t answer with consistency. Rather than possibly calling your customer once and not returning to them for a second call, reach out to customers that have never been called, then tackle your list of customers previously called, starting with Not Reached - 1st Attempt. NOTE* Your customers will appear in the previously called list only once they have been called and that call has been properly dispositioned.
- Bill Date Based Calling - Make the most of your time by making calls based on bill date. Within your calling lists, you can use the sort feature to list your customers by the next billing date. By calling customers with the closest billing dates, you increase your chances of reaching your customer with a promotion at a time when they are planning a visit to pay their next bill.
- Promotional Based Calling - If you need to increase your activations, BYOD adds, or VAS adds, then build out a strategy using Outbound Calling. While going through your calls, you can filter each call bucket list. For instance, filter by a family plan to call those inclined to Add a Line. Or you can filter by phone if there is a sale on specific phone accessories. Utilizing these filters will help you pivot your calls to reach the customers that need to hear about particular promos.
- Inventory Based Calling - If you have excess inventory, whatever it may be, you know you have to sell through it fast. With Outbound Calling filters, focus on those that might be more inclined to need a new accessory. An example would be if you have too many iPhone cases, filter by handset and reach out to your iPhone customers with an offer on cases. Or, if you have phones to sell through, filter your call list by handsets to see who may be ready for a newer model phone.
- Plan Based Calling - This strategy can tie in with promotional calling and live on its own. For example, if you need to boost activations for the month, filter by family plan and reach out to those that might add a line. Or you might filter by the specific plan they are on if a particular promotion is available to only them.
- Customer Journey Calling - This is an oldie but a goodie; stay consistent with your customer’s Boost Mobile journey. Start by greeting them with the Welcome Call and seeing if they need any help. Don’t fall off the bandwagon; follow up with the 3rd/4th Month Check-In to know if they have paid their bill yet. Strengthen your customer relationship with the Pre-6MR Check-In, and build up your customer retention. Afterward, stay in contact with them with promotions from the promotional calling groups, so they remain a loyal customer to your store.
- Calling Customers Moving from Another Location - If you haven’t noticed, there is a small piece of customer information that can be pivotal in framing your call. On the calling screen, you will see a Customer from a Nearby Closed Door section. If “Yes”, this means the customer you are calling might be a new customer to your list and location. Special care should be given to them in explaining that their old location is closed, how to get to your location, and if they have any questions you can answer about their service. You may even want to offer a promotion or deal to get them to stop by your location. Keeping this strategy in mind, when making your calls, can keep you on top of those possibly awkward conversations.
As always, if you have any questions, reach out to our support team at 877.839.8777 or marketingsupport@boostelevate.com.