If you’re running a telesales or telemarketing callcentre in 2019, there’s one aspect of your operation that’s probably been worrying you the most. Over the past year, a suite of new anti spam call apps have hit the market, 3 of them becoming extremely popular across both Android and iPhone platforms.

Android Anti Spam

Android, have now incorporated an anti spam call protector within their latest updates. This works by filtering incoming calls and displaying an alert for numbers that have been marked as Spam/Scam by the Android user base.

In operation, it looks  like this:

Unfortunately, if your outbound callcentre has had its number flagged, this is the message given on every call attempt to an Android phone.

Truecaller

Truecaller, is available for both Android and iPhone, with a global user base of over 250,000 million users. Primarily designed as a chat/phonebook app, Truecaller now offers and fully fledged anti spam option.

HIYA

HIYA, is an anti spam app for both Android and iPhone, it offers the ability to screen calls and also send spam/scam numbers to voicemail.

Why is this such a problem?

For the end user, it’s probably a great thing. If they would rather not receive telemarketing or sales calls then they can download one of these apps – instantly blocking them. However, for callcentre managers, it’s another issue to deal with along with GDPR and Ofcom regulations.

At Blue Telecoms, we’ve noticed a drop in contact rate of up to 40% once an outgoing number has been flagged as spam/fraud. This, coupled with an overall increase in data costs means that it’s more important than ever to try and keep your outgoing numbers clean.

How to maintain your contact rate?

There are a couple of ways to improve contact rates. Some of these ways tackle the problem from the data end, ensuring that you make contact with clients who genuinely want your service – whilst others focus on improving your cold prospect contact rates.

1. Web leads

Many callcentres have begun making the switch to generating their leads via the internet. There are many providers who specialise in the generation of hot key leads, with the option of operating your own web lead department if you have the expertise. Although these leads are more expensive than raw data, they offer the promise of higher conversions – due to the fact you’re calling clients who have enquired first.

At Blue Telecoms, we offer the ability to send web leads directly into your dialler system. Regardless of the provider you choose, you can send leads direct – ensuring that the prospect is called straight away.

2. Number rotation

Another way to boost your contact rate, is to use number rotation. Essentially, this means using a small selection of telephone numbers, deploying using each one as your outgoing number on every call. This means that you’re not using the same number repeatedly, helping to keep each number clean and unmarked for longer.

The only caveat here, is that all your outbound numbers need to follow Ofcom rules, ensuring that all numbers route back towards your agents and making sure that your drop messages comply properly. You should also only use local numbers when your business has an active presence within that region – whether that be an office, sales team or sales centre.

3. Registering your numbers

As a reputable callcentre, it’s worth registering your outbound numbers with each call app provider. This means that your customers will see the name of your company when your agents call – helpful for legitimate companies who want to build a good brand.

https://hiyahelp.zendesk.com/hc/en-us/articles/360000397147-FAQ-Hiya-for-Businesses

https://support.truecaller.com/hc/en-us/sections/360000121705-Registration

Round up

Operating a telemarketing callcentre is a tough job, yet by following some of the options above you can alleviate some of the issues that call block apps throw up. If you’d like to talk about your dialler and how to boost your contact rates, please get in touch with the Blue Telecoms team.

Category:
Call Centre, Telemarketing, Tips

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