How To Stop Repeat Callers From Jamming Your Sales Line

It can happen to anyone. You set up the perfect marketing campaign to drive all of those valuable inbound calls your sales agents love. And you’re ready to sit back and watch as the revenue rolls in.

The phones are ringing off the hook, but you’re not seeing the new customers and revenue from the calls you thought you would.

What happened?

The answer may be repeat callers. These repeat calls can be returning prospects, current customers, wrong dials, and the list goes on. By sending these callers straight to your sales floor or call center, you’re wasting precious time and resources, and annoying your sales agents. Not to mention, you're providing a less than helpful caller experience for those repeat callers who are actually looking for current customer service.

But it doesn’t have to be this way. Keep your sales agents happy by stopping repeat callers from jamming up their phone lines. Learn how in these four easy steps.

1. Understand Why Repeat Callers are Calling

The first step in addressing your repeat callers is to understand why they are calling. Using conversation analytics, you can determine the purpose of these calls and use the information to optimize your marketing. Optimizing your marketing can take many forms:

• If the majority of repeat callers are looking for customer support, you can more prominently feature your support phone number on your website, landing pages, and social media profiles.
• For repeat callers stemming from outside of your service area, you can optimize your search marketing to ensure your ads only show to users within your service area.
• When you’re receiving calls from people looking for products or services you don’t offer, you can optimize your keywords and bidding strategy to make sure your ads are showing to the right audiences.

2. Know Where Repeat Calls are Come From

Once you know why your repeat callers are contacting your business, the next step is to understand where those calls are originating from. With call intelligence, you have insight into the exact landing pages, ads, keywords, and more that are driving your repeat calls. For instance, you can accurately identify which of your paid search keywords are driving repeat calls so you can better optimize your bidding strategy.

You can also review your retargeting strategy using call intelligence. Are current customers being retargeted with display ads promoting a service or product they have already purchased? These confusing offers may be causing your current customers to pick up the phone and call your business.  Optimizing your marketing budget and strategy will go a long way in reducing repeat calls to your sales line.

3. Design a Unique Call Experience for Repeat Callers

Call intelligence solutions like Invoca provide an option to address repeat callers. You can decide how best to handle the call experience for repeat callers. You have several options for handling repeat callers:

• Disconnect the call
• Route the call to an appropriate destination other than your main sales line
• Automatically play a recording directing the caller to your website or an alternative method of contacting your business.

It all depends on the reason why repeat callers are contacting your business. If these calls are not valuable, you don’t want to waste your most expensive resources on dealing with them.

4. Test, Test, Test!

Handling repeat callers is rarely a set-it-and-forget-it thing. You want to make sure you’re regularly checking in on the quality of your inbound calls, and using call data to better optimize and improve your marketing.

Conversation analytics makes it easy to understand the reason why your repeat callers are contacting your business so you can adjust your marketing strategy and spending to make sure these repeat callers don't’ hog up your sales line.

Interested in learning more about how call intelligence can improve your marketing performance? Download your copy of The Digital Marketer’s Ultimate Guide to Call Intelligence.