Omnichannel

All your communication channels in one place

Outbound

Reach more people and Improve efficiency of outbound communication teams

Inbound

Serve customers faster and more efficiently

Analytics and Optimisation

Make better decisions and optimise your workforce

Features

Ready to evolve your communications?

Book demo

Industries

BPO Industries

A platform tailored to you, to help you win and retain business

Communications

Make omnichannel easy for your teams

Financial Services

Secure communications and payment solutions

Utilities

Drive efficiency with automation and omnichannel

Retail

Deliver outstanding customer service with ease

Use Cases

Debt Resolution

Reach the right people at the right time

Customer Service

All customer queries in one platform

Sales

Reach more people and make selling straightforward

Customer Experience

Re-energise your CX strategy

Support

The tools to deliver the best experience

Employee Experience

Increase staff happiness and productivity

Getting started

With a team of experts behind you, everything is easy

UCaaS

Flexible UCaaS solutions for your entire business

Integrations

Bring your software stack together

Work from anywhere

Full functionality, security and visibility built in

Business Continuity

Keep the show on the road

Security & Compliance

Security you can trust

On-demand demo

On demand video

We've summarised MaxContact's powerful features and functionality into 3-minutes viewing

Blog & Insights

We’re making smart conversations happen

Webinars & Events

Check for upcoming events or watch sessions on demand

Brochures & Research

Read the latest resources and industry insights

Customer Stories

What clients say about working with MaxContact

On-demand Demo

How MaxContact can help your business

About Us

Us, our team and how we do things differently

Featured

Make outbound dialling more effective with voicemails 

Like them or loathe them, voicemails are an important part of outbound contact strategies. Over 97% of all business calls now go to voicemail, so when we’re not leaving one, we’re missing an opportunity. The age-old, ‘don’t leave a voicemail, they won’t answer next time’ has gone. Over 79% of the UK population ignore numbers that they don’t know, or unknown numbers – period.  

In fact, a study found that 85% of Gen Z don’t view phone calls as being an important function of their phone, and 75% of millennials avoid phone calls if they can. 

One recent article featured a journalist stating, ‘I have a confession to make: I love voicemails…I hate it when people call me and don’t leave one. How do I know what the caller wants otherwise?! They can text, but this gives no indication of tone. Or they can voice note on WhatsApp, but then they can see when I’ve listened, which – to me – can feel like an invasion of privacy, depending on who it is.’  

What are the benefits of using voicemails when outbound dialling?  

  • Remove any chance of silent calls 

Leaving voicemails when outbound dialling prospects or customers ensures that your organisation is covered and protected from any potential risk of leaving silent calls.  

Many outbound diallers use Answer Machine Detection (AMD) which may not be accurate all of the time, equating to silent calls. A simple fail-safe would be to set up voicemails for every non-answered outbound call, which is crucial to remaining 100% compliant with zero silent calls. This is increasingly important to both provide a great customer experience and to ensure you’re operating within Ofcom guidelines, avoiding any chance of hefty fines of up to £2 million. 

  • Make better use of your sales teams’ time by leaving voicemails 

Cold calls or outbound prospecting remain effective growth tactics, with studies showing that82%of buyers will still accept meetings with sellers who proactively reach out. So if you are placing sales calls it offers a great way to give prospects an indication of why you’re calling. If they’re keen, you may even get a callback; if they’re willing to hear you out they might well pick up the phone next time.  

It’s the quickest way to get potential prospects that are interested, versus the ones that are never going to buy from you. Saving you time, effort and according to Outreach you can expect around 5% of your prospects to respond to your voicemail. 

  • Frame the conversation ready for the next interaction 

If you’re using an outbound dialler for other purposes, perhaps to follow up on a customer service incident, your calls may go unanswered. Voicemails are great for teeing up the next conversation, providing context and details where appropriate. You can bet the next conversation that you have with your contacts will start warmer and your average handling time (AHT) might also reduce.  

  • Ensure you get brand exposure 

Putting your brand at the forefront of customers’ minds is important. For example, if you are collecting debt, your customers likely owe multiple businesses, so ensuring that your contact strategy puts your brand front and centre of your customer’s minds means you increase the likelihood of a successful outcome. The same goes for if you’re trying to make a sale. Leaving a message is a simple way to reinforce your messaging and brand name within your contacts’ minds. 

What is the best approach to leaving great voicemails?  

  1. Achieve team efficiencies with voicemail automation  

If you’re using an outbound dialler, there’s no doubt you’ll have various options as to how to set up voicemails for your operations. With MaxContact’s outbound dialler you have the option to set up preconfigured voicemails relating to your campaigns or business functions, saving an agent on average two and half hours each week, all whilst ensuring the quality and consistency of your messaging.  

And, when the MaxContact platform detects an answering machine, a voicemail can be automatically placed, whilst your user is moving on to the next call. You can also give your users the ability to leave more personalised messages if you feel a more tailored approach is needed.  

  1. Keep it informative and to the point 

Leave messages that give your clients the reason for the call and when you’re going to call back, including any contact details they need to reach you. Provide just enough information to encourage them to call you back or set up your conversations ready for them to be recontacted. Ensure the messages are to the point and ideally 20 to 30 seconds long — max. 

  1. Measure, coach and improve how you use voicemails 

It’s one thing not leaving voicemails at all, it’s another simply setting it and leaving it. Voicemails should be tested, reviewed, and improved over time. Measuring metrics like inbound contacts after an outbound call is a great indicator that your voicemails are effective. As are a reduced average handling time of call when people are re-contacted after a voicemail is left.  

  1. Personalise voicemails with key information  

Fraud and spam are an increasing concern for many astute consumers, with the average consumer receiving 144 spam calls last year – 58% of which were fraudulent. Including relevant information to personalise your messages will help the customer feel at ease with information shared that only their current provider will have, making them more likely to answer your call, rather than just ignore you. 


Setting up the voicemail function in MaxContact is easy. You can record your version by uploading a WAV file or simply use text-to-speech to get started with leaving voicemails and learning what works for you and your customers.  

If you are an existing MaxContact user, access our knowledge base to watch our how-to video here >

For more information about MaxContact’s outbound dialling solution contact us on 0330 156 6550 or simply send an email to info@maxcontact.com

More like this

Insights

18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank...