How Effective Are Your Outbound Calls?

Call Center

Assess the effectiveness of your outbound calling — take this quiz!

If you utilize outbound callers to engage with your players and encourage additional spending, you likely understand the value and the revenue potential of personal phone contacting. After all, it makes financial sense to assign hosts to create relationships with high-value clients, right?

Why wouldn’t the same principles apply to large-scale calling programs? Whether you’ve recently implemented your call team or have been doing it for a while, how is it going? Are you increasing trip frequency, theoretical, and revenue like you hoped?

Below is a quick quiz to assess how well you are doing:

1. How many dials per hour does your team need to make to be effective?

  1. Less than 15
  2. 15 – 25
  3. 25 – 35
  4. 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)

  1. Office phone
  2. Click-to-call software
  3. Headsets
  4. 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?

  1. True
  2. 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?

  1. True
  2. 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?

  1. True
  2. 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?

  1. True
  2. 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?

  1. True
  2. 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?

  1. True
  2. 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?

  1. True
  2. 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)

  1. Tell a supervisor
  2. Record the request
  3. Set a follow-up call for six months
  4. 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.

Daniel Wood