In: Telemarketing News

The success of outbound outreach campaigns relies on connecting with leads, prospects, and clients. Unfortunately, an excessive amount of robocalls and scams have made consumers suspicious of calls coming from unknown numbers.

Their wariness doesn’t have to stand between you and your KPIs, though. You should find that you can reach more people when you follow these best practices for caller ID management and outbound outreach.

Importance of Transparency

Transparency can make people feel more comfortable about answering calls from your business. When making outbound calls, agents should clearly state their:

  • Business’s name.
  • Reason for calling.

When asking people to opt-in for SMS communications, make sure they know:

  • Approximately how often you will contact them.
  • That they may need to pay for any applicable message rates.
  • Clear methods of opt-out of future messages.

Training Improves Transparency, Too

Training your employees can also help improve transparency. When someone answers a call, your representative should identify themselves, your company’s name, and the call’s purpose.

Some people won’t want to talk, in which case your rep can hang up and move on to the next lead. Some will want to learn more, which gives you a greater chance of converting leads into customers.

Phone Number Management

Proper phone number management focuses on purchasing clean numbers, registering phone numbers, and monitoring numbers for any flags or labels.

Make sure you follow these steps:

  • Only purchase new numbers from reliable sellers so you can avoid flagged numbers that will hinder your caller ID management and outbound outreach campaigns.
  • Register CNAM data for all of your numbers so accurate information gets displayed on caller ID.
  • Maintain ownership of your phone numbers between campaigns (even if they attract flags, they can regain positive reputations when taken out of rotation for a few months).
  • Scan your phone numbers frequently to catch flags and labels before they damage your campaign’s success.

ABM Desk makes it easy for you to monitor your numbers. You can even get screenshots that show what your leads see when you call them from your numbers.

Call Label and Flag Redress

You can’t always control how consumers and carriers respond to your outreach campaigns. Consumers have several reasons for flagging calls they consider bothersome. Carriers might add negative labels to your phone numbers because you use them too frequently.

You don’t have full control of your phone numbers’ reputations, but you can dispute undeserved call labels and flags.

First, you need to identify the carrier or analytics engine that flagged your number. Reviewing screenshots from ABM Desk will show you which carriers and popular third-party screening apps flagged your number.

Second, you should determine why your number was flagged to prevent the problem from happening again. Common reasons include:

  • Dialing from the number too often within a day.
  • Calling consumers early in the morning or late in the evening.
  • Failing to identify your business and reason for calling.
  • Not abiding by proper call compliance procedures.
  • Poorly trained agents and/or bad interactions with consumers.
  • Dialing consumers on the DNC or who have previously expressed disinterest.

Third, find a way to correct the problem. You might need to reassess your dialing strategy, train your reps to use more empathy when talking to leads, or write new scripts that communicate your intentions better.

Finally, you need to get the negative label or flag removed. Since you know the carrier or app that flagged your number, you can reach out to them directly to explain the situation.

Outbound Dialing Best Practices

Always follow Telephone Consumer Protection Act (TCPA) rules. That means:

  • Never calling anyone on the national do not call registry.
  • Only calling residences between 8 a.m. and 9 p.m., local time.
  • Don’t use prerecorded or artificial voices unless you have prior express content from the contact.

Other best practices you should follow for outbound dialing include:

  • Disconnecting within 15 seconds or four rings, whichever comes first.
  • If you choose to use a prerecorded message, give recipients a clear way to opt out of further contact.
  • If you use autodialing, do not connect to multi-line businesses.

Data Hygiene for Lead Lists

Data hygiene plays a critical role in reaching and converting leads. Most importantly, you need to get lead lists from reliable sources that will only include the numbers of people who have opted-in to receiving calls.

Buying from a reliable source helps, but you should take the extra precaution of scrubbing the list by comparing it to any numbers of the federal do not call (DNC) list and your internal opt-out database.

You should also scrub your list of any numbers on the Reassign Numbers Database, which gets updated on the 15th of each month. Comparing your lead list with the database helps identify newly reassigned phone numbers that might not match your list data.

Finally, you need to give your leads the opportunity to opt out of future contact with your company. If someone chooses to opt out, put them on your internal DNC list and scrub them from future lead lists.

SMS Best Practices

SMS best practices are a little different from outbound dialing best practices. Most importantly, you must get consent before you send text messages to leads. There are three levels of consent to consider:

  • Implied consent for when you want to send conversational text messages.
  • Express consent for when you want to send informational messages.
  • Written consent for when you want to send promotional or marketing messages.

When possible, use 10-digit long codes (10DLC) instead of shortcodes. 10DLCs will appear as standard phone numbers. 

If you want to use shortcodes, only use unique ones. Never use shared shortcodes (SSC). SSCs cost less, but they have security flaws, and a growing number of carriers have stopped supporting them. 

Finally, don’t violate the SHAFT rules. That means avoiding any messaging about sex, hate, alcohol, firearms, or tobacco. 

Opt-Out Options

Your internal Do Not Contact list matters a lot, so you need to give consumers easy, reliable ways to opt out of future contact with your business. When someone asks an agent to stop calling them, put the number on your internal list and keep it there for at least five years.

If you connect with leads through SMS, make sure they know what responses will put them on the opt-out list (such as STOP).

Email Outreach Best Practices

The FCC protects Americans from unwanted emails by enforcing CAN-SPAM rules. You can stay within the CAN-SPAM rules by:

  • Identifying all emails that contain ads.
  • Telling email recipients where you’re located.
  • Avoiding false or misleading text in your headers and subject lines.
  • Giving recipients an opt-out option.
  • Honoring opt-out requests as soon as possible.
  • Monitoring the behavior of third parties, such as marketing agencies, acting on your behalf.

By following email outreach best practices, you conform to CAN-SPAM rules and avoid many of the characteristics filters use to identify spam emails. That means you have a better chance of reaching leads.

Employee Training

Establishing plans for caller ID management and outbound outreach can help your campaigns succeed, but you need to make sure your employees know how to convert leads while following the rules. Training should emphasize:

  • Following proper call ethics.
  • Avoiding deceptive sales tactics.
  • Gathering customer feedback about interactions.

Make empathy and emotional sales training a critical part of your training schedule.

Compliance Monitoring

Unfortunately, the best practices for caller ID management outbound outreach will change over time. Compliance monitoring helps ensure that you keep up with those changes.

Make sure you comply with all regulations specific to your industry and pay attention to emerging federal regulations so you can plan how to reach leads without violating new rules. You will likely hear about upcoming legislation and regulation that affect your industry. You can also create a news alert to ensure you get the information you need.

Caller ID Redress

Following best practices for caller ID management and outbound outreach will help you avoid flags and labels so you can reach more leads. You can’t control every aspect of your calling reputation, though. That’s why monitoring your numbers should become an integrated part of your outreach campaigns.

ABM Desk makes it easy for you to monitor your number reputations. When a number gets flagged, you will receive an alert that includes a screenshot of what consumers see on their phones. From there, remediation is your best option for removing undeserved flags and labels.

After you address any issues that might interfere with best practices, reach out to carriers, third-party apps, and analytics engines to let them know you’ve taken steps to improve your approach to outreach.

Following best practices and working to redress dialing issues can clear up your dialing ecosystem and benefit your business. In a time when consumers have such negative feelings about unrequested phone calls, emails, and text messages, these practices give you a chance to earn back their trust.

 

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