One of the main risks of any outbound strategy is silent calls to consumers – where the dialler system connects a call to a customer without checking if an agent is ready to take that call. Not only does this cause brand reputation damage, it can lead to fines of up to £2m.
Traditionally, contact centres relied on two different technology systems; one to route inbound calls and another to make outbound calls. As a result, teams tended to be separated into silos based on the skill-sets required to manage the two different types of calls.
In the past, cold calling may have been an appropriate option for businesses, but with an average of one-third of mobiles either unavailable, turned off or roaming, and a plethora of other digital channels available to target new customers, it seems that businesses are wasting their time with cold calling.