Touch base email alternatives: how to touch base with a client via email

Call centers sometimes handle thousands of calls daily, and companies are placing an increasing emphasis on business results. Teams are expected to deliver more leads, higher sales and more revenue. By learning how to get call center campaigns started, you can help your team meet or exceed its goals and provide an exceptional customer experience along the way.

What is a call center campaign?

A call center campaign is an effort to improve business results through strategically focused activities. These activities should include well-defined benchmarks and milestones and specific definitions of success based on key business goals. They may aim at increasing sales, improving customer service, delivering more leads or generating a higher overall revenue. Call center campaigns may be executed by both inbound and outbound call centers.

Why do you need call center campaigns?

A strategic campaign can benefit both the call center and the client by improving business results, effectively organizing your teams and making good use of your agents' strengths. The benefits you can reap vary significantly depending on the individual campaign, the number of clients you manage and whether the team is responsible for incoming or outgoing calls. Positive outcomes resulting from call center campaigns may include:

  • More sales leads
  • Improved customer satisfaction
  • Increased revenue generation
  • Better employee engagement
  • Increased customer issue resolution
  • Rapid feedback

How to get call center campaigns off the ground

Before deciding how to create call center campaigns that will work for your business, it’s helpful to identify your needs and goals. Remember, campaign activities should include benchmarks and milestones so that your agents know exactly what’s expected of them on each call. These standards may be specific to your organization or based on wider industry research.

Once you’ve identified benchmarks and goals, you can effectively design and implement campaigns for either outbound or inbound call centers by following five basic steps:

1. Decide on the type of campaign and its focus. Here are several examples of call center campaigns you can choose from:

  • Announcement call campaigns: For outbound call centers, announcement call campaigns are ideal for spreading the word about new products, special promotions or relevant events.
  • Feedback call campaigns: This type of outbound campaign is useful for collecting consumer or public feedback and insights for real-time analytics.
  • Reminder call campaigns: These campaigns may be used for several purposes, including reminders about appointments, upcoming payments or registration deadlines.
  • Inbound sales campaigns: This type of campaign, which focuses on selling products or services to interested buyers, may be created to handle spikes in incoming calls due to mass media advertising campaigns.
  • Customer service campaigns: A customer service campaign can improve wait times, reduce abandon rates and provide a better overall customer experience.

2. Make sure all your agents understand the campaign objectives and the role they’ll play in achieving them.

3. If you’re running an outbound campaign, audit phone numbers and leads to streamline the process.

4. For inbound calls, set up omnichannel routing, as appropriate, to direct calls to the appropriate agents or team.

5. Monitor the progress of the campaign, and tweak it as necessary. Be sure to share both successes and suggestions for improvement with team members for the best outcomes.

Call center campaigns and VoIP

Knowing how to create call center campaigns is an important part of achieving key business goals, but the right technology needs to be in place for a campaign to be effective. Let 8x8 help you implement a VoIP phone system to provide the functionality your team needs for great customer communications.