ASSESS THE EFFECTIVENESS OF YOUR OUTBOUND CALLING - TAKE THIS QUIZ
1. How many dials per hour does your team need to make to be effective?
a. Less than 15
b. 15 – 25
c. 25 – 35
d. More than 35
Answer: D. If you construct a program carefully and your script is succinct enough, your callers should be able to make 35+ calls per hour. This is an accepted outbound calling industry benchmark.
2. What technology is required to maximize efficiencies? (Choose all that apply)
a. Office phone
b. Click-to-call software
d. Comfy chairs
Answer: B, C, and maybe D. Anything you can do to reduce caller fatigue and minimize the number of physical dials required by your callers will be appreciated and improve your efficiency. Click to call software may be the single most helpful tool in increasing your dials per hour, recording call results, and scheduling future calls.
3. You need at least 25 employees in your call center to drive results. True or False?
Answer: False. By implementing an efficient system, even a handful of callers can drive great results.
4. Other than supervisors, all call center employees should be compensated the same. True or False?
Answer: False. In fact, it is a good idea to incentivize callers with production bonuses based on your key metrics and how well they perform on a weekly or monthly basis.
5. Call Centers should only be used for Player Development purposes. True or False?
Answer: False. You can use your call center for many purposes including, but not limited to, inbound reservations, hotel promotions, new member sign-ups, and surveys.
6. Printing physical player lists each month is an ineffective method for a call program. True or False?
Answer: True. Printed physical lists are difficult to distribute. It is difficult to record the result of each call. Reassembling call data is a nightmare. A click-to-call software or another digital data management system is significantly more efficient than printed physical lists.
7. Each caller should deliver an identical message to each player they call. True or False?
Answer: Mostly true. You should have a standard script, compete with rebuttals to objections available for your callers to stick to. They will almost always be most effective when sticking to the script. However, because not every call will be the same, your callers should be trained and prepared to think on their feet and adjust their conversation if necessary.
8. For callers with other responsibilities, other job duties should take precedence over outbound phone calls. True or False?
Answer: True. If your callers have other jobs to perform, they should focus on those. However, outbound phone programs are most effective when callers have dedicated times when calling is their only responsibility so that they can give the calls their full focus. This will increase dials per hour.
9. Because our customers have given us permission to contact them, we are free to call them under any circumstance. True or False?
Answer: False. Depending on your state, there are regulations that must be followed when contacting your database regarding time of day, your message, etc.
10. What steps should be taken when a guest makes a Do Not Call request? (Choose all that apply)
a. Tell a supervisor
b. Record the request
c. Set a follow-up call for six months
d. Do nothing
Answer: B. When a guest specifically requests to not be called, you must record them on both your records and the National Do Not Call Registry. Failure to do so could land you in serious trouble.
I hope you did well on this quiz! At Engagex, we’ve worked on custom outbound calling campaigns for over a decade, specializing in casino markets. If you have any questions about implementing an in-house calling team or you’d like some help placing the volume of calls you need, please don’t hesitate to contact us at (800) 515-8734 or visit engagex.com.
Want to learn more? Daniel will be hosting a webinar at the end of the month where you will learn how to calculate the value of an outbound call program, learn the three biggest challenges that casinos face with an outbound call program and walk away with free tools to improve the effectiveness of your phone call system! Sign-up for the webinar here
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About the author
Daniel works with casinos to show how personalized phone calls have the power to increase their players’ ADT, win back inactive players, and drive same-month revenue when used to deliver a promotional offer. Meet Daniel and the full Raving team at the 20th National Indian Gaming Analytics & Marketing Conference, January 29 - 31, 2018.