The importance of In the world of outbound call centers, the first contact is much more than a simple beginning. It is the crucial moment in which the connection with. The potential customer is established and the foundations for a relationship of trust are laid. As much as 70% of purchasing decisions are influenced by the first telephone approach. For physician data this reason it is essential to work on the management of the First Call Resolution.
Just like in customer care, even in telephone sales the principle of First Call Resolution (FCR) can be applied to obtain results.
What is First Call Resolution and why adapt it to the outbound context?
In customer care, The importance of FCR refers to the ability to resolve a customer’s request during the first interaction, reducing the need for follow-up. Applied to the outbound context, this concept translates into the ability to:
- engage and qualify the lead experts predict a drop in demand for real estate of up to 50% effectively from the first call;
- customize the proposal based on the needs expressed;
- create an emotional connection that makes the customer more likely to listen and consider the offer.
Why focus on first contact management?
Talking on the phone to sell is not the same as a phone call without objectives. It still often happens that call center managers neglect the training of their operators.
- Lasting First Impression
The first contact is your company’s business card. A well-structured and professionally managed call can increase the customer’s trust and break down any initial resistance. - Limited Time to Capture Attention
In the outbound context, you have a few material data seconds to capture the attention of your interlocutor. A clear, direct and value-oriented approach is essential to keep the customer on the phone. - Reduce costs and increase efficiency
Resolving doubts or objections at the first contact reduces the need for further calls, optimizing operators’ time and improving the ROI of outbound campaigns.