Does Your Institution Make Outbound Sales Calls?

Community Banks and Credit Unions are catching on to what their larger competitors have known for some time.

Customers and prospects really do respond to being called at home!

The word "telemarketing" has really taken on a bad connotation over the years. The reason being that the message that might be interrupting our dinner wasn't relevant. For example, have you ever received a call from a aluminum siding company even though you live in a brick house? A lot of telemarketers use random digit dialing meaning they randomly call your number. They know nothing about you, your lifestyle, your wants, your needs, etc. They are simply "pushing product."

This horrible experience with telemarketers is why your staff is so reluctant to make outbound calls!

But what we do is different!

We analyze our customers relationship. We know what products they have purchased from us, how long they have been a customer, what types of balances they maintain, etc. We know a lot about our customers and we take the time to craft a relevant message.

When we call, it is to act as our customers financial advisor. Our message is that we can help them save money, make money, etc. i.e. reach their financial goals.

When we focus on prospects, we typically use segmentation, propensity to purchase data, etc. so that we can craft the same relevant message.

If you are having difficulty getting your staff to make outbound calls, make sure they understand the difference between "telemarketing" and "consultative selling."

If outbound calling is new to your organization, "walk before you run." Provide the proper training and set achievable goals.

Once your staff has a couple of successful calls, momentum will build within your organization. Your balance sheet and income statement will quickly reflect their efforts. In addition, customer satisfaction scores will rise. In many cases, you will convert customers to advocates (or unpaid sales people) that will tell their family, friends, etc. about how well your instituion met their needs.

Have a great holiday season!

Enjoy family and friends, recharge yourself and get "fired up" to tackle the new year!

Mike