In this webinar, our experts Kayleigh Tait and Ben O’Reilly share valuable strategies and tips to boost your sales and collections campaign performance. Kayleigh covers best practice whilst Ben shows you the ‘how-to’, with plenty of MaxHax for maximum results.

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Data Management and Segmentation

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• Import data with granular control for better campaign performance
• Use mosaic segmentation and user experience data to bolster prospect outreach
• Set different recall frequencies for data sets based on priority
• Utilise skills-based routing for high-value prospects or time-sensitive leads

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Dialler Modes and Pacing

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• Choose between preview, progressive, and predictive dialling based on team size and campaign needs
• Set up automated switching between dialler modes based on staffing levels
• Consider compliance regulations when setting up dialler modes (e.g., Ofcom’s 0 drop call aim)

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Script Optimisation

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• Craft engaging opening statements with input from sales and marketing teams
• Develop flexible scripts with branching logic for personalisation
• Include objection handling and FAQs in scripts
• Use tick boxes to ensure agents follow the correct sales process and comply with regulations

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Inbound Call Management

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• Implement intelligent call routing using skills-based matching
• Optimise IVR systems with clear menus, limited levels, and self-serve options
• Use data-driven design for IVR menus and update regularly based on common call reasons
• Implement queue management techniques like dynamic queue allocation and virtual queuing

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Performance Monitoring and Optimisation

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• Focus on key metrics like average handle time, quality assurance, and customer satisfaction
• Utilise real-time monitoring dashboards and historical reporting
• Implement a robust call scoring system for quality assurance
• Use speech analytics (if available) to identify areas for monitoring, coaching, and training

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Efficiency Tips

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• Use high-priority tick box for immediate dialling of newly imported leads
• Set up SFTP uploads for automated data imports
• Enable import expiry for automatic data management
• Utilise the undo import feature to correct mistakes quickly
• Implement emergency routing for unexpected situations
• Use blackout days in IVRs for holidays and special occasions

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Compliance and Data Protection

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• Be mindful of regulations like FCA and Ofcom guidelines
• Utilise features like call recording deletion for managing sensitive data
• Set up result codes in IVRs to track where calls are being abandoned

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Testing and Optimisation

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• Use A/B testing for scripts and campaign elements
• Analyse supplier data costs using the Supplier Summary Report
• Regularly review and update IVR menus and call flows based on performance data

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Are you ready to take your sales and collections to the next level?

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Get in touch with the team today and explore how MaxContact can help.