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5. Build a Rapport

Building rapport is an important factor for call center appointment setting to work. People want to feel like they’re speaking with someone, and this initial conversation could define their impression of your organization.

You don’t want to waste anyone’s time but at the same time, try to remain conversational. If you go for too ‘salesy’ of an approach, they may be less likely to trust you.

The goal of the appointment-setting call isn’t to sell directly. Instead, it’s to schedule a meeting. Show genuine interest in your prospect and in helping to meet their business needs.


5 Don’ts for Call Center Appointment Setting

1. Don’t Just Go With the Cheapest Option

If you’re looking for a call center partner to manage your appointment setting, don’t just go with the first option you find or the cheapest. Instead, vet multiple companies to find the best partner to meet your unique business needs.

Do your research and reach out to a handful of companies about their services and how much they would cost. It’s also helpful to inquire if they’ve previously worked with clients in your industry and have any relevant testimonials or case studies to share.

2. Don’t Be Too Pushy

Don’t be pushy with prospective clients. This ‘don’t’ speaks for itself. This can lead to a frustrated client who will not only not make an appointment but may go out of their way to share their negative experience with others.

Your success is based on the person on the other end of the phone being receptive. So it’s important to know when you’re not going to get anywhere and focus your efforts elsewhere.

3. Don’t Sound Robotic

Using a script for your call center appointment setting is a helpful way to stay on track during a call, but it can sometimes sound too robotic or impersonal.

Write call center scripts that allow for some personalization and flexibility. Next, read them aloud to hear how they would sound to a potential client.

You can also try role-playing a conversation with another person. The best way to not sound robotic is to plan for customer responses and questions.

4. Don’t Be Dishonest

Dishonest sales tactics may get you a step ahead in the short run but will only come back to damage your reputation in the end. We want to be convincing and discuss how we can help with their pain points. However, lying about or overselling your products or services leads to unhappy customers.  

Do listen to your customers’ needs and identify how you can help them within the scope of your business operations and provide value.

5. Don’t Forget About the Decision-makers

Don’t try to pitch to the gatekeeper because there’s no guarantee the gatekeeper will properly pass on your message to the decision-maker. However, the decision-maker usually won’t be the first person to pick up the phone. So try not to spend too much time speaking to gatekeepers, like a receptionist or assistant, but don’t be rude or dismissive.  

It’s helpful to prepare ahead of time to know the name and position of the contact you’re looking to reach and how you can assist. Company websites often have an ‘About Us’ or ‘Meet the Team’ page, which is a helpful place to start.  

Prior knowledge of the company’s operations and structure will go a long way over the phone.


Trusted and Proven Call Center Appointment Setting Services

At ABM Desk, we know that generating a pipeline of new clients is crucial to reaching sales targets. Call center appointment setting is a common strategy to acquire these new clients.

The majority of businesses struggle with a shortage of resources and time. Working with a partner to set appointments helps them save money and time spent internally.

Regarding call center appointment setting, ABM Desk has a proven track record of success. Our skilled agents make the transition into the sales call as smoothly as possible by recording responses to particular questions prepared by you and our team of specialists.  

If you would like to receive a price quote customized to your specific business needs, give us a call at 1 (866) 963-2889 or click the button below to fill out our form.

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