Outbound call campaign checklist: what to check before, during and after

1. Goal and list

Example: Dilkash Turizm wants to call 1,200 customers who travelled with it last year about its autumn tours. The check:

• One goal: book an autumn tour. With two or three goals in one auto-call, both the customer and the operator get confused.
• Outcomes are defined in advance: “booked”, “interested, manager to call”, “declined”.
• The list holds only people who enquired, gave consent or are your customers. The portal also asks “Who are these people?” before you start.
• The file is clean: a phone column, a name column if possible, duplicates removed. One auto-call holds up to 10,000 people.
• People who said “don’t call”: Sado won’t call those numbers again; mark them in your own database too.

2. Brief and facts

1. 1Who is calling and why: Dilkash Turizm; the customer went to Bukhara with us last year.
2. 2What’s on offer: exact dates and terms. For example, 18–20 October, Samarkand, two nights.
3. 3What to find out: how many people, which dates suit them.
4. 4If they’re not interested: thank them and say goodbye, no pushing.
5. 5When to transfer to staff: for example, if the customer wants to book right now.

Check that prices, address and opening hours in your company facts are up to date: the operator answers from there, so there’s no need to copy them into the brief.

3. Hours, limit, attempts and team

• Calling hours and days are chosen: Start now (every day 9:00–20:00) or working hours only (Mon–Fri, 9:00–18:00).
• The daily limit lets your team keep up with the results. How to work it out: daily call limits.
• The number of attempts is set: how many times to call people who don’t answer.
• Someone is on duty: it’s clear who gets transferred calls and customers who ask for a manager.
• It’s clear who answers if a customer calls this number back.
• The approximate cost the portal shows before you start fits the budget.

4. Test and launch

1. 1Add your own number and one or two colleagues’ numbers to the list, so you hear the call as a customer would.
2. 2On day one, start with a small batch, for example 50 people.
3. 3Listen to the first 10–15 recordings: greeting, reason for the call, answers to questions, goodbye. On openings: the first ten seconds.
4. 4If something’s wrong, stop everything with one button and fix the brief.
5. 5If all is well, raise the limit.

Don’t skip the test: a mistake on 50 people is cheap; on 1,200 it’s expensive, and customers remember it.

5. After the campaign

• “Download results (Excel)”: who booked, who was interested, who wasn’t reached.
• Staff call interested customers the same day: by tomorrow the interest has cooled.
• Send a short message to people you didn’t reach. More: retrying unanswered numbers.
• Work out the cost of one result and note what to change next time.

In the Sado portal, most of this checklist is the three questions of a new auto-call (Who? About what? When?) plus the “More” section. The operator, Malika or Shohruh, talks with customers in Uzbek and Russian and writes down the result, a short summary and the next step. More: AI outbound calls, pricing and common questions. Try it live or call 78 778 01 23.

Questions