Share on facebook
Share on linkedin
Share on twitter
Share on facebook
Share on linkedin
Share on twitter

4 Strategies to Boost Your Call Center Performance

Remember the last time when your sales call was cut short by a prospective customer due to irrelevant recommendations? Sales is all about making a personal connection and anticipating the customer’s needs, but doing so over the phone can be challenging – especially if your sales agent isn’t armed with relevant information about the customer on the other end of the line.

By leveraging data and artificial intelligence (AI) to build up a detailed picture of each customer’s behavior and interest, you can quickly improve the quality and effectiveness of your outbound sales calls. The more personalized your pitch, the easier it will be to engage the customer, respond to their demands, and drive sales.


1. Create Buyer Personas of Your Ideal Customer

How well do you know your audience? Use customer data effectively, and you can build up an accurate portrait of audience segments based on their interests and behaviors. With this information, you can identify the most valuable audience for your outbound calls, and craft a far more relevant marketing message.

Making sense of mountains of customer data can be time-consuming, however, by using AI-driven data science platforms to do the heavy lifting, you can just focus on tailoring your marketing pitch.

Platforms such as AIXON integrate all your customer data from both CRM tools and online channels, such as websites, apps and social media. These platforms apply machine learning to crunch the data and build a holistic customer view, based on your customers’ previous browsing and purchasing history, personal preferences, previous inbound and online interaction and social media updates.

AI processes all this relational data in the blink of an eye, returning meaningful insights that helps you gain a deeper understanding of your customers, and generate relevant recommendations that will yield an uplift in conversions.


2. Engage Prospects to Expand Customer Base

Traditionally, businesses expand their reach by manually digging for potential customers in their contact database. Even analyzing simple parameters, such as demographics and location, can be an overwhelming and time-consuming task.

Now you can leverage external data and AI to identify prospects who are likely to engage with your business. AI analyzes millions of pieces of granular external data and uncover lookalikes who have similar interests and behavior to your most valuable customers’. AI then segments these lookalikes on an even deeper level using keywords that best describe them, and ranks these segments based on the popularity of their interests.

You can incorporate these insights into a more relational outbound sales script to cater the way you engage different segments. For example, if you specialize in prestige autos, AI can segment C-suite executives in a particular income bracket, who have searched for ‘luxury cars’ within the last 48 hours, and have shown frequent interest in a specific product you carry. You can even namecheck the relevant make and model of the car that precisely matches a customer’s needs, or include the option to upgrade to a model that matches the customer’s improving financial situation.


3. Bring a Human Touch to Your Conversation

Call centers tend to rely on structured sales scripts. They are a useful tool, enabling you to train staff, retain information, avoid mistakes, and ensure all outbound calls are consistent. However, scripted calls can sound robotic to say the least, and make customers feel treated as just another sales lead.

To ensure successful outbound calls, it is more effective to grab a customer’s attention by starting the conversation in a human way. This could be a neutral, yet positive topic related to their background.

It may sound counterintuitive, but advanced AI techniques such as machine learning can bring that crucial human touch to your outbound calls (if you have implemented the first two strategies). By narrowing in on user interest and behavior, sales agents can begin each call with a personalized interaction that will delight the customer and make them feel valued.

After all, call centers exist to give customers a personal touch. The more human your sales pitch sounds, the more trust and loyalty you will generate.


4. Leverage Multichannel Communication

Communication is becoming increasingly complex as new digital platforms spring up and customer engagement preferences change like the wind. To effectively support outbound calls, be sure to engage your customers through multiple channels, such as email, push notification, messenger and SMS. Not only will this reduce the burden on your voice agents, it will help you stay in tune with engagement preferences.

Multichannel communications can be leveraged before and after outbound calls to create a seamless customer experience. Send a ‘warm-up’ email prior to a call to inform customers of exciting new products and offers. Afterwards, send a ‘follow-up’ message thanking customers for their time – and reinforcing your sales pitch.

As today’s consumers becoming increasingly time-starved and impatient, proactively supporting their journey across multiple touchpoints will increase customer satisfaction and yield more conversions.

Using call centers to reach customers and prospects is not going away any soon. So, start to implement these four strategies now to help you boost the effectiveness of outbound calls, reach new audiences, and greatly improve existing customer relationships.


Want to know more about how you can leverage data science and AI to tailor your sales pitch for your outbound calls? Talk to one of our specialists now!


Let us know the marketing challenges that you’re facing, and how you want to improve your marketing strategy.


6 Ways to Up Your App Commerce Game Now

Today’s world is truly going mobile-first, with more than half of all web traffic (50.81 percent) now coming from mobile devices. And when it comes to activities we like to do on our devices, shopping is making its way up the list.   Typically, mobile devices, such as smartphones, have been used for research rather than purchase. However, now more than half of all internet users buy products on their mobile phones, with two-thirds doing so through shopping apps – a trend that continues to grow.  According to recent figures, global mobile commerce app revenue is set to reach US$3.56 billion by 2021. COVID-19, which caused the shutdown of physical stores, has played a big role in the acceleration of online shopping, but other longer-standing factors have also contributed. Largely, it is connected to how people are using the internet – they are increasingly turning to smartphones for convenience. Consumers, in particular millennials, are becoming more comfortable using mobile devices and apps to complete transactions.   Why Consumers Love Shopping Apps Shopping apps offer multiple benefits for consumers. The biggest is that they are faster and easier to navigate than websites. In fact, research has suggested that people view 4.2 times

How Brands in Asia Are Paving the Way for a Post-Pandemic Recovery

The COVID-19 pandemic has radically changed our lives. The lockdowns and social distancing measures that were put in place across the world have left a lasting impact on consumer behavior, some of which can be expected to continue in the post-pandemic era. There has been an understandable shift in consumer preferences owing to the impact of the pandemic on the economy, jobs and financial health. Consumers are holding back on luxury spending to focus on essentials. A McKinsey survey shows that 46 percent of consumers in South Korea are changing to less expensive products to save money. There has also been an uptick in online purchases. A recent report released by Facebook and Bain & Company shows that at least 44 percent of digital consumers across Southeast Asia have spent more on packaged and fresh groceries online during the pandemic, and among them, at least 80 percent will continue buying online in the future.  All these will have long-term implications for businesses, and it is still a long way to recovery. However, countries like China, South Korea and Singapore in Asia, the region first hit by the pandemic, have already seen businesses take the lead to reopen. We have hand-picked

Transform Online Experience With AI-Powered Customer Journey Mapping

Customer journey mapping is increasingly considered an effective way to improve the customer experience. By leveraging data and artificial intelligence (AI), you are able to develop a more accurate view on your customers’ journey, and transform their online experience at every touchpoint along the way.  Creating a customer journey map is essential to understanding how your customers interact with your business. A customer journey map is a diagram that illustrates the steps your customers go through in engaging with your company. That does not necessarily mean just purchases, it can mean searching on a website, reading reviews on social media channels, interactions with sales teams, or a combination of these. They are especially useful in the digital space. By mapping their journeys, you can discover customers’ touchpoints and identify any barriers to conversion – maybe they put items in their online shopping basket but struggle to complete the checkout process, for example. In which case, you should look at streamlining checkout. It also allows you to fully automate your marketing campaigns. By setting triggers during a user journey, you can know how customers are likely to act on every step of the way – from onboarding to adoption, renewal to