#1 In many industries there is a well-known level of competition amongst other Call Centers in the same Vertical. For example let’s just take a couple of Verticals like the Collections industry or another one, the Energy (Electric & Gas) industry. In both of these sectors there is a battle going on for the same consumer, although in the Collections industry the Dynamics are a bit different in that once you land a contract for Collecting for a Client’s Bad Debtors there many times is an exclusive period of time given for those debtors to be called on. In either case there is a little-known niche that many Outbound Call Centers are not aware of because of a lack of education or understanding of this niche.
This niche that I am talking about is in the Shared Local Exchanges. Once you learn about this you can maximize your Connection Ratio which will result in more Conversions (Sales). For example, lets take a town like Sandusky, Oh with a population of over 25,000. There are many towns of this size, some a bit larger, some a bit smaller and some of the Local Exchanges are Shared between multiple carriers such as exchange 419-370. In this area the Exchange is shared between Sprint Wireless and 2 CLECs, 4 of those between the 2 CLECs add up to 3976 Phone Numbers. The same is true for other exchanges that cover Sandusky and in just about every small or rural town of the US you will find many exchanges that are shared. So where this is going is if your Call Center has their own Dialer and you are using a SIP (VOIP) carrier or you are using one of the many Hosted Dialer companies there is a good chance that if any of your Campaigns call into smaller & rural towns there are going to be a certain number of Calls that your Provider will not terminate (connect). Your Premised-based dialer will either see this as a 503 SIP Code or if you have an Asterisk-based Dialer or other low cost prem. dialer it might only show the call as a No Answer. Some Hosted Dialer companies will also not terminate some of these higher cost calls as well.
But if you were to switch to a High ASR (Average Seizure Ratio) carrier you would see a greater Connection Ratio and Higher Conversions. Many of these kind of customers just do not receive many calls and are not under Telemarketer Fatigue like most city & suburb dwellers are. Most Call Centers when searching for a Dialer Rate offering tend to lean towards the lowest cost and if your campaigns rarely or never take you outside of the city then you probably have little that you are missing. The same is true of Collection Agencies who might be missing out on reaching more potential Debtors.
“So how does this affect my bottom line?” you might be asking. Let’s just suppose whether you are using a Cloud-based Dialer solution or have your own dialer and your average cost per Agent is $125.00 per month. If your campaigns that included smaller & rural towns that could very easily raise your Connections by 10% for each Agent. So if your Agents are contacting for example 1000 contacts per month and that was raised to 1100 and the extra 100 contacts raised your costs by $25.00 per Agent it probably doesn’t matter if you are selling or upselling a product/service or collecting on a Debt those extra 100 contacts should easily add far more to your bottom line than the extra $25.00 in Agent Telecom costs. If you are using a Premium Hosted Dialer company then you probably don’t have these issues. If you have a Premised-Based dialer and are still on PRIs then you also might not have this issue as you are probably still paying far above .01/minute.
#2 The Second Way of winning verses your competitors in just about any Industry for your Outbound Call Center is to migrate from outpulsinga Toll Free # or just a Local # (DID) and instead combine a Local # with a Caller Name (CNAM) up to at least 13 characters. Whether you are a Survey Company, A Marketer of Services/Products or any Outbound Calling organization if you are dialing with any number without the Name of your Company or a Description of Who You are you are hurting your Answer Ratio. Many consumers if they see Blocked or Unknown have nearly all come to realize a Telemarketer or unwanted person might be on the other end of the line. Further down the Totem pole is when the Consumer sees a Toll Free # and they have not filled out a form recently this usually sends a bit of a Red Flag as well. Next one down the Pole is a Phone number from out of state. Unless they’ve been calling around the last hour for an Insurance Quote or some TV/Radio Infomercial that the lines were busy the reluctance has increased with seeing Toll Free Numbers over the years. Next on the list is if the Consumer sees a Localized Phone Number that could be in the same city or state. They will be more inclined to pick up the phone in case it might be a friend or relative calling but that is still not a complete given.
The highest % of Answered calls based on many research studies is a Localized Number within the same city or state and some kind of CNAM associated with it such as the 1st few letters of your company name or if for example you are calling for an AC Inspection you might want to just use COOL AIR as an example. Answer Ratios can be as high as 20-30% when a CNAM is associated with the Localized phone number. You can do A/B testing campaigns with various kinds of CNAMs to see which combination of Letters over a week or month pull in the best conversions. An extra monetary incentive is that there are 3rd party providers who will split the compensation that carriers share with one another for the CNAM & Number data if you use their service which includes the Localized Numbers & CNAM. The cost of the CNAM service from the 3rd party provider is more than offset with the compensation split you receive.
If you would like to learn more about how to implement either of these Strategies please view our website or contact us by email or phone for a Free Evaluation & Consultation.
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