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If you regularly spend time on the other side of the call trying to seal the deal with inbound or outbound leads, you may have noticed over time, how various customers tend to respond more favorably at certain days and times during the week.
Businesses are constantly trying to determine the right times during the day and the right days of the week to call customers to have their products flying off the shelves!
These questions are bound to come up when you are trying to sell something over the phone:
- What are the best times during the day to call customers?
- On what days are people more likely to respond well?
- How long before a lead goes cold?
- Should I email them too?
- Am I being too persistent?
Our team at CallHippo decided to roll up their sleeves and find answers to these questions.
We gathered data of more than 1000 clients who engage with their prospects over the phone every day. The research contains data observed over the course 24 weeks with a total of 13750 call attempts, and 1350 successful conversations.
The sole motive behind conducting the research was to find the appropriate times of the day and days of the week to call your prospects so that the maximum qualification ratio can be achieved with the least possible effort.
If you usually find yourself unable to connect to leads, receive very few callbacks, and being dodged by customers, these observations and pro tips can significantly improve your conversion rates.
Converting Inbound Leads:
All businesses love inbound leads. This is simply because since the customer has reached out to you on their own, it shows that they are already interested in your product. The big question here is how long does this interest generally last?
We found that 35%-50% of the time, the sales go to the first responder. We suggest that you strike when the iron is hot and respond within an hour of receiving an inquiry.
Whether it is social media, e-mail, or a phone call, the golden rule of responding within an hour can be applied universally. The response rate has been seen to drop dramatically by 8 times after the first hour. The difference between the number of responses in the first hour to the number of responses in the second hour was a whopping 450%.
The best way to revert is one that has stood the test of time- talking to the lead on the phone. Even in the age of texting and emailing, calling prospects up over the phone yields the highest conversion rate when you are trying to set up an appointment with such leads. .
a) 35%-50% of the sales go to the first responder
b) The optimal time frame to respond is within one hour.
c) The difference between the number of responses in the first hour to the number of responses in the second hour is 450%.
Cold Calling Outbound Leads
Cold calling can be pretty exhausting. Agents have to constantly put up with evasive prospects and rejections. Only 5% of such calls turn into actual appointments.
Persistence and perseverance are extremely important when you are trying to strike a deal with your outbound leads. Over 30% of the leads were never followed up on after the initial connection failure. 44% of agents give up on a lead after the first call. Statistics say that it may take up to 6 call attempts before a prospect turns into a customer.
By making a few more attempts, sales representatives can increase the conversation rate by up to 70%. By making around 5 more attempts, chances of having a conversation with your prospects can increase, which in turn, increases the chances of sales.
Some sales could take up to several months to finally come to fruition. You owe it to yourself to keep trying until a customer says, “No!”
a) It can take up to 6 calls before a prospect turns into a sale.
b) Persistence and perseverance are the biggest weapons in your arsenal when you are trying to convert outbound leads.
Call Etiquettes That Can Translate Into Sales
It’s important to avoid the minimize the following when agents talk to customers-
- Heavy accent
- Lots of background noise which immediately makes the customer realize that they are speaking to someone at a call center
All these three issues can turn away even the most interested customers. You must ensure that your training and development programs address such issues and weed them out.
7 Tried and Tested Tips for More Success With Sales Calls
With so much rejection, calling customers can often be a very disheartening and frustrating process. Nobody likes prospects hanging up on them every time they make a sales pitch. Read on for some pro tips on getting prospects interested in what you have to say. These tips will also enable you to see more organic conversions over time.
1. An irresistibly strong opening:
To kickstart a productive, professional conversation, you need an equally interesting and compelling opening.
Your opening should,
a) Put the prospect into a receptive frame of mind, so that he/she doesn’t hang up right away.
b) Make it easy for them to make a positive decision.
You could try the following openers;
- “My research shows that your company is in the process of … ”
- “One of my clients, [name] at [company], mentioned to me you are [looking for, might be a good fit for] … ”
- “I was looking at your LinkedIn company profile, and saw that one of your major projects this year is … ”
- “We’ve been working with a couple of similarly sized companies within your industry, and they are experiencing two major problems. I wondered whether they were causing you concern as well … ”
- “I see your [annual report, newsletter] was released on your website last week, and it’s looking like you’re expanding your operations in … ”
- “Hi [Prospect]. It’s [name] from [company]? We’ve just worked with [name of competitor] and have achieved [results] with them. Have you got five minutes now or in the future for us to explore how [company] can achieve the same?”
2. Believe in your own value:
If you don’t believe in the product or service that you are selling, you should probably be selling something else. Just like you have intrinsic value as an individual, you must believe in the value a product or service can create when matched with the right customer.
3. Set a daily goal to contact new customers:
No lasting growth was ever achieved without working very hard for it. You have got to be proactive and make it a point to reach out to as many new customers as you can daily. You need to set doable targets that push you to your limits and bring results over time.
4. Use a client-focused script:
Ensure that the script focuses on addressing the client’s needs. Do not go on and on about your product or service. You could try something like, “Many companies similar to yours count on me to…”
5. Leave compelling voicemail messages:
Not getting enough callbacks? A common mistake that people make is not asking for a callback in their voicemail message. And you might just be surprised! Ensure that you request the customer to call you back and that you provide them with your contact details.
6. Listen to yourself:
According to Connie Kadansky, a sales expert, “When people are on the phone, only 27 percent of communication is in their words, and 73 percent is in their tone.” It is vital to listen to call recordings to find out where you could be going wrong in this regard.
7. Follow up:
The key to success in sales is proper customer follow up. Follow up with your leads with a courtesy email or call. Let them know that their response is valuable and that you are looking forward to it. Even if they don’t respond, a couple of extra tries never hurt anyone! Does everyone respond? No. However, even if a few do respond, it will be well worth the effort.
Best Days of the Week to Make Your Calls
Now that you know how to make effective sales calls, let’s discuss the best days of the week to call your customers for more success.
People in most countries including the USA, India, and the UK usually have their official week offs on Saturday and Sunday. Mondays are known to be the busiest days all around the world, so you can safely rule out making calls on a Monday unless you wish to be speaking with frazzled workers with too much on their minds.
According to our research, Tuesdays, Wednesdays, and Thursdays are the best days to connect with your prospects. We observed that Wednesday is particularly one of the best days to connect with your prospects and pitch your products and services to them. The difference between the number of conversations on a Monday and the number of conversations on a Wednesday is 46%.
The worst time to connect with your prospects is the second half of Friday because people have usually entered the weekend mode by this time and the last thing they want to do then discusses work with anyone.
a) Stay away from making sales calls on Mondays and the second half of Fridays.
b) Wednesday is the best day to make calls. These calls can translate into actual conversions.
Best Time to Make Your Calls
Statistically speaking, the best time to hit up prospective customers is between 4:00-5:00 PM. The second best time interval would be 11:00 AM – 12:00 PM. The difference in the number of conversations between 4:00-5:00 PM and the number of conversations between 11:00-12:00 AM is 71%.
Internationally, working hours are usually between 7:00 AM to 7:00 PM. The initial hours of the day are when most employees plan their entire day and focus on the major issues of the day.
Between 1:00 PM and 3:00 PM is when most people take lunch. They are known to be least productive in these hours. Therefore, connecting with them during these hours is less likely to get you the response you are looking for.
a) The best time to have a conversation with your prospects is between 4:00 to 5:00 PM.
b) The second best time to have a conversation with your prospects is between 11:00 AM to 12:00 PM.
Let’s summarize the various observations made by the team at CallHippo, that we have discussed at various points in the article:
- The best day to call your prospects is Wednesday.
- The best time to call your prospects is between 4:00-5:00 PM.
- The second best time to call your prospects is between 11:00-12:00 AM.
- You must make at least 6 attempts to call your prospects.
- The best time to call your prospects up is within an hour of receiving their initial inquiry.
With this, we sign off! We promise to be back with more such interesting tips and tricks. In the meantime, feel free to leave your comments in the comments section. We’d love to hear from you!