SEPTEMBER 2023 RELEASES
September 2023 Releases
5 Outbound Call Center Strategies to Connect with Customers
Reaching potential customers in today’s competitive landscape can feel like an uphill battle. Low connection rates, wasted effort, and the pressure of big targets are all too familiar. Cold calling from basic outbound dialers worked... in 2007. Fast forward to now, and the rules have changed. Customers expect more from every interaction, and if you’re not delivering personalized, relevant experiences, you’re already seeing lower customer engagement, and it’s never coming back.
Here are five game-changing outbound call center strategies that’ll help you reach the right people, at the right time, with the right message. Whether you’re in financial services, healthcare, education, or local services, these insights will put you on the fast track to dialing success.
1. Personalize every touch point
Why It Matters: Understanding your audience is the foundation of any successful outbound dialing campaign. Gone are the days when blasting out massive cold-calling efforts worked. Back in 2007, it took an average of 3.68 calls to reach a prospect. Today? It’s 8 calls—and that’s if you’re lucky. Here’s the truth: if you’re still relying on outdated tactics, you’re playing catch-up. By segmenting your customers based on demographics, behavior, and past interactions, you can focus on what matters—reaching the right people with the right message. Personalization isn’t just a nice touch anymore—it’s a must-have.
How to Implement:
- Use Data-Driven Insights: Listen to what your customers are saying on calls, aggregate 1st party website and CRM data, and aggregate that intent or preferences. Integrating data from various sources into your contact center technology is a game-changer for optimizing outbound and boosting conversion rates.
- Treat millions of customers like one in a million: Do you remember the Goosebumps “choose your own adventure”? Depending on what the customer does, the experience they have should be different. Don’t just make a list and treat everyone the same. Have the outreach cadence, channel and message customized based on the customer.
- Prioritize High-Value Leads: Focus on leads that are most likely to convert, ensuring your sales team spends time on prospects with the highest potential ROI.
- Leverage Regal.io for Precision: Utilize Regal.io’s Journey Builder for powerful segmentation and prioritization features to automate the process of targeting high-value segments with personalized messaging. This keeps your outbound efforts laser-focused on the right audience at the right time, boosting your chances of conversion.
2. Leverage Omnichannel Outbound Call Center Strategies for Better Engagement
Why It Matters: Customers today expect seamless communication across multiple channels. By integrating your outbound dialing efforts with other channels like email, SMS, and social media, you create a cohesive, consistent experience that drives engagement. When marketing and contact center data are in sync, every interaction becomes more relevant and impactful.
How to Implement:
- Implement a Unified Tech Stack: Marketing already has tools to orchestrate cross-channel outbound, but it's also important for contact centers to choose a tech stack that allows you to orchestrate cross-channel contact center outbound. This includes outbound calls, texts, emails, and AI Agent conversations.
- Enhance Efficiency with Regal Agent Desktop: Simplify the agent workflow by consolidating calls, SMS, and emails into one platform. Regal.io’s Agent Desktop lets your team manage omni-channel conversations without jumping between systems, ensuring critical context is retained and follow-ups are tracked. This not only boosts efficiency but also cuts costs by reducing the need for multiple tools.
- Automate Touchpoints: Use automation to schedule follow-up calls and send reminders across different platforms, ensuring no lead slips through the cracks.
- Personalize Your Approach: Tailor your messaging based on the customer's preferred communication channel and past interactions. If a customer has shown interest in a specific product, make sure your outbound messaging aligns with that interest.
3. Optimize Call Timing and Frequency
Why It Matters: Timing is everything in outbound call center strategies. Call someone at the right moment, and your chances of connecting skyrocket. But overdo it? You’re just one step away from annoying potential customers and damaging your brand. Here’s where AI steps in like a pro. With the power to sift through mountains of data, AI agents can figure out the perfect moment to reach out—and adjust on the fly. Just like your human team, AI agents need ongoing training and fine-tuning to stay sharp and effective.
How to Implement:
- Analyze Customer Behavior: Use historical data to figure out the best times to call specific segments of your audience. AI-driven insights can help refine these strategies over time.
- Test and Refine: A/B test different call times and frequencies to find the sweet spot for your target audience. Continuous testing and adaptation are key to staying effective.
- Optimize Outreach with Regal.io's Sales Dialer: Automate and streamline your call processes with Regal.io's Sales Dialer. Features like Power Dial, Preview Dial, and Progressive Dial ensure your team reaches more of the right customers at the right time. The Sales Dialer also prioritizes calls, letting agents focus on the most valuable leads without wasting time deciding who to call next.
- Respect Opt Out Requests: Ensure compliance with regulations and respect customers' preferences to avoid damaging your brand's reputation.
4. Enhance Call Quality with Super Agents
Why It Matters: The success of your outbound dialing efforts hinges on the quality of the conversations your agents have with customers. Skilled, well-trained reps can build rapport, address concerns, and guide prospects through the sales funnel more effectively. But the right technology is necessary to give agents the context they need to wow customers. Combine technology and AI to create super agents. As AI becomes more integrated into contact centers, the role of human managers in optimizing these agents' performance becomes increasingly crucial.
How to Implement:
- Invest in Training: Offer ongoing training and development opportunities for your sales and support teams to sharpen their communication skills. This also applies to training AI agents, which require continuous refinement to stay effective.
- Context is Key: Regal.io’s Agent Desktop lets you give agents a 360 degree view of customers behavior, intent, and communications. Moreover, it gives agents the right script and next best action.
- Use Call Scripts Wisely: Develop dynamic call scripts that update based on what you know about that specific customer. Let those guide reps to be able to treat millions of customers like one in a million instead of sounding robotic. Allow for flexibility and personalization, so the conversation feels natural and engaging.
- Monitor and Coach: Regularly review call recordings and provide feedback to help your team continuously improve. Human managers play a vital role in overseeing both human and AI agent performance.
- AI Agents: 10 years from now 90% of interactions will be handled autonomously by human-like AI Agents. You should already be aiming to move the simplest 5-10% of voice interactions to AI Agents. For instance, AI Agents are ready for simple outbound use cases like qualification and scheduling.
5. Measure and Refine Your Outbound Campaigns
Why It Matters: Successful outbound call center strategies aren't a “set it and forget it” deal. Continuous improvement is the name of the game. When you bring AI agents into the mix, it’s all about testing, tweaking, and learning from real-world interactions to keep performance on point. By constantly measuring results and making data-driven adjustments, you’ll sharpen your strategy and get better outcomes over time. Think of it as a feedback loop that keeps getting stronger with each pass
How to Implement:
- Set Clear KPIs: Define key performance indicators (KPIs) like call conversion rates, average call duration, and customer satisfaction scores to track the effectiveness of your outbound efforts.
- Analyze Results: Use analytics tools to evaluate your performance against these KPIs and identify areas for improvement. Insights from real-world interactions should inform your future strategies.
- Adjust Strategies Accordingly: Based on your analysis, refine your call scripts, targeting, and timing to improve future outcomes. The process of continuous refinement ensures that your outbound dialing stays effective in a rapidly changing environment.
- Leverage A/B Testing: Optimize your outreach by using Regal.io’s A/B testing capabilities. Test different campaign elements like call scripts, timing, and messaging across various channels. This helps you identify what drives the best outcomes and refine your strategies accordingly. A/B testing ensures that your Journeys are always evolving to meet the needs of your audience.
- Reporting: Leverage Regal’s built in reporting, or use our Snowflake Data Share to make sure that all of your contact center data is in your data warehouse as well as your internal reporting tools like Looker and Tableau.
"The best thing you can possibly do is find a solution that can already hook into your data providers and aggregators and make smart decisions to do your outbound dialing.” - Alex Levin, CEO of Regal.io
Conclusion
Outbound dialing remains a crucial component of outbound call center strategies, but success requires a strategic and data-driven approach. By segmenting your audience, leveraging omnichannel outreach, optimizing call timing, enhancing call quality, and continuously refining your strategy, you can connect with customers more effectively and drive meaningful results.
Ready to take your outbound dialing strategies to the next level? Reach out to us today and discover how our cutting-edge solutions can help you connect with customers and drive success.
Want to dive deeper into the evolving landscape of outbound dialing and AI in contact centers? Tune into our podcast episode, “The Evolution of Outbound Contact Centers with Adam Saad of Tech Stack Advising,” for more insights: Listen here
FAQ
Q: How often should I reach out to a lead?
A: It depends on your audience and industry. On average, it takes 8 calls to reach a prospect today. But you don’t want to overdo it—persistence is key, not pestering. Use AI tools to analyze customer data and pinpoint optimal times for outreach, avoiding times when leads are less likely to engage. Balancing follow-ups with respect for the customer’s time will help you strike the right chord.
Q: Can I automate follow-ups without losing the personal touch?
A: Absolutely! Automation is the key to efficiency, but personalization is what drives engagement. Use automation to handle the timing and frequency of your follow-ups, but ensure each message is tailored based on the customer’s previous interactions, interests, and behavior. Tools like Regal.io allow you to automate workflows while still delivering personalized messages, so every follow-up feels relevant and human.
Q: How do I know if my outbound strategy is working?
A: Set clear, measurable KPIs such as call connection rates, conversion rates, and customer satisfaction scores. Regularly review performance using analytics to identify patterns and areas for improvement. Incorporating A/B testing into your campaigns can also provide insights into what’s working (or not), allowing you to tweak scripts, timing, and channels for maximum impact. Always be ready to pivot based on real-time data.
Q: What’s the best way to handle omnichannel outreach?
A: The key to omnichannel success is integration. A unified platform like Regal.io ensures all your customer touchpoints—whether through phone, SMS, or email—are coordinated seamlessly. This creates a cohesive experience where every interaction builds on the previous one. Don’t treat each channel in isolation. Align your messaging and timing across all platforms so that customers experience a consistent, personalized journey.
Q: How do I make sure I’m reaching the right leads?
A: It starts with segmentation. Analyze your audience’s behavior, demographics, and past interactions to create distinct customer segments. Once segmented, prioritize high-value leads—those most likely to convert—based on their level of engagement or purchase history. Using advanced tools like Regal.io’s Journey Builder, you can automate this segmentation and personalize your outreach, ensuring your team focuses on leads with the highest potential ROI.
Q: How can I improve my team’s call quality?
A: Regular training is key. Equip your reps with dynamic scripts that allow flexibility while maintaining structure. Continuous coaching, coupled with call recording analysis, helps identify areas for improvement. You can also use AI-powered tools to monitor sentiment and performance in real-time, allowing for faster adjustments. Make it a habit to celebrate wins and learn from challenging calls to keep your team sharp and motivated.
%2520(1).avif)
Latest Blog Posts
.jpg)
.jpg)
.avif)
AI Emotional Intelligence: How AI Voice Agents Can Keep Calm and Carry On
Learn more about how AI emotional intelligence allows artificially intelligent voice agents to create emotion-regulated interactions using empathy, while keeping their cool even in heated situations, ensuring calls stay on track and productive.
.avif)
6 Examples of How Giving Agents Insight into Each Buyer’s Journey Leads to More Delightful Contact Center Interactions
Discover 6 real-world examples for how high-consideration B2C companies are arming their agents with real-time customer data to drive more effective sales, support and retention interactions across industries.
5 Ways to Improve Agent Productivity by 5X and Boost Your Outbound Contact Center Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
.avif)
8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
.avif)
What are the Best Use Cases for AI Voice Agents in Your Contact Center
As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
Insurtech Insights Presentation: Using Regal to Drive Revenue Across the Policyholder Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
B2C Sales Podcast Episode 7: Innovating on Patient Care with Cadence CTO, Eric Hauser
Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.
B2C Sales Podcast Episode 6: The Future of Conversation AI with Balto CEO Marc Bernstein
Discover the transformative power of AI in conversations and how Regal's cutting-edge technology is reshaping call analysis and optimization for enhanced customer experiences with Balto's Marc Bernstein on our B2C Sales Podcast.
eBook: How 3 Industry Leaders, SoFi, Perry Health & AllState, Treat Millions of Customers like One in a Million
Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
.jpeg)
Introducing Collaboration-Native Features to CCaaS
Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.
How Regal.io is Turning the $40B CX Industry on Its Head
Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.
Major Changes to SMS and Branded Caller ID Regulations will Improve Customer Experience
Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
Announcement: Regal Conversation Intelligence
Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.
What’s the difference between Caller ID, CNAM, and Branded Caller ID?
Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.
How Regal Helps Consumer Lenders Achieve Growth in Tough Times
Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.
Q&A with Perry Health’s Scott Chesrown
Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.
Drive More Contact Center Revenue With These 6 Holiday Tips
It’s the holiday season and you’d like to hit your December revenue goals. Outbound B2C sales during the holidays can be a major performance driver – if you're prepared and you have the right tools in place. Use these seven tips to get your outbound B2C sales in shape for holiday success.
.avif)
.avif)
.avif)
Supercharge your customer engagement capabilities with the Regal <> Braze integration
Existing B2C sales, service, and retention teams can now leverage Braze’s cross-channel messaging capabilities with Regal’s outbound phone & SMS sales platform to personalize their outreach, drive better customer outcomes, and ultimately generate revenue for the business.
Meet Regal Call Branding™: Branded Caller ID that Reaches 400 Million Devices in the US from One Solution
We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.
Treat your customers like royalty
Ready to see Regal in action?
Book a personalized demo.
Thank you! Click here if you are not redirected.
Oops! Something went wrong while submitting the form.
