OUTBOUND
BY ROB AULD, READYMODE AND DAVID BYCK, VALUESELLING
ILLUSTRATION PROVIDED BY ADOBE IMAGES
BREAKING THROUGH THE OUTBOUND BARRIERS
PERSONALIZATION, FOLLOW-UP, AI, AND COMPLIANCE CAN CONNECT WITH CUSTOMERS.
For any organization that relies on outbound customer outreach- for-profit, B2B, B2C, or nonprofit sectors- getting calls through is becoming increasingly difficult. Consumers and businesses alike are reluctant to answer calls from numbers they don’ t recognize, screening calls due to concerns about fraud, or simply avoiding interruptions to their busy lives. With digital communication methods the norm, voice calls are often seen as intrusive rather than helpful.
One of the most significant shifts affecting outbound calling is the rapid decline of landlines. Once a staple in households and businesses, landlines are being abandoned in favor of mobile phones and digital communication methods.
Among U. S. businesses, only 31 % use landlines( Tech. co). That number drops to 6 % for small businesses, many of which
20 CONTACT CENTER PIPELINE rely on systems that combine landlines with voice over internet protocol( VoIP). With the surge in remote workers, reaching people via their mobile phones has become commonplace versus calling a company’ s main phone number.
Unlike landlines, mobile phones feature built-in call screening, making it easier for users to ignore or block unknown numbers. This shift means traditional dialing strategies that worked a decade ago are now no longer effective.
... OUTBOUND SALES REMAINS A POWERFUL GO-TO STRATEGY TO GROW MANY BUSINESSES.