For some employees, outbound calls may feel like an unnecessary duty, a chore or even a task that causes emotional discomfort. If team members aren’t confident or excited about these valuable calls, they’ll hesitate, underperform or avoid them altogether.

That’s why it’s important to create a workplace culture that prepares for, supports and incentivizes outbound calls. When done correctly, this approach can transform outbound calls from a dreaded obligation into an engaging and rewarding part of the job.

The following are a few ways to turn your team into confident, enthusiastic callers.

An effective, standardized and straight-forward script is key to your outbound calling efforts, and it serves many functions, including the following:

• Delivers Compelling Messaging: A script ensures employees provide the most important information in a clear, persuasive way. Instead of struggling to find the right words or accidentally missing an important point, they can focus their energy on making all the appropriate calls with successful outcomes.
• Ensures Consistency and Accuracy: Scripts provide a structure and flow to the conversation and ensure all phone employees are on the same page—literally. With the information right in front of them, they can make sure every customer (and customer prospect) receives the most important, up-to-date information.
• Builds Personal Connections: Outbound calls are more than just sales; they’re part of an elevated customer experience. Keep in mind when developing your scripts that proactive communications demonstrate care and maintain a positive, active relationship with the pet parent. Include welcoming language and positive affirmations, training your team to use the customer’s name (and the pet’s) throughout the call.
• Prepares Your Team for Objections: Customers may push back for various reasons, but many objections are predictable. Having effective, scripted responses in their back pocket (or better yet, in a binder in front of them) can greatly increase an employee’s confidence and overall success.
• Empowers Your Team: Having a proven script takes away the guesswork and arms your team with the tools they need to produce results. This helps employees feel in control, less nervous, and better equipped to conduct meaningful calls that lead to bookings and upselling.

A proven phone script brings your calling team to the next level and gives every call a better chance of success. Not only that, but it also sets the groundwork for clear, objective tracking and performance evaluation, which means recording and listening to calls.

One of the most effective ways to keep employees engaged and motivated is by reviewing recorded calls. Rather than dreading criticism, employees should see call reviews as a tool for growth and positive recognition.

Many people don’t realize how they sound over the phone. Playing a recording back helps employees hear their strengths, recognize what’s working, understand what’s not and feel accomplished in their progress.

Try finding a successful call or part of a call from the employee and highlight it as a model for their success. If an employee hears themselves doing well, they’ll be better prepared, more motivated and most likely to follow best practices to replicate their good performance.

Listen to calls regularly for each phone employee and pick out examples of both effective and ineffective calls and review them in routine, one-on-one meetings. Be sure to acknowledge and praise successes while identifying areas that need improvement. Specific feedback is most useful, and it’s best to give actionable direction or point out things the employee did successfully rather than a blanket “good job” or “you could do better.”

When employees see call reviews as a chance to improve and gain recognition, they’ll feel more driven to give every call their best effort. Over time, this leads to improved results and a more engaged team.

Here are a few ideas to try:

• Competitions: Friendly competition adds energy to the outbound call process. Consider running a contest for a week or so for the most successful booking rate. This gives employees a goal to chase while making the task more exciting.
• Bonuses: Bonuses can also drive productivity in similar ways. For instance, consider offering a small monetary reward per successful outbound call ahead of a peak period like summertime.
• Public Praise: Public recognition furthers this effort. Acknowledge wins in team meetings, email shout-outs or a posted leaderboard to celebrate successes and kindle healthy competition.

4. Set Expectations

Up Front One of the best ways to get employees on board with outbound calls is to make them part of the job from day one. By including outbound calls during your hiring process, employees will be less likely to resist or avoid the task.

Here’s how to get employees on board from the get-go:

• Job Descriptions: Include outbound calls among the responsibilities listed in the job description. This helps set clear expectations as early as the application process. If necessary, you can also refer to the job description if an employee needs to get back on track.
• Interviews: Be straightforward with candidates and inform them outbound calls are part of the role. Ensure they understand the ways outbound calls benefit customer relationships. Ask them if they’ve ever made outbound calls before and gauge their comfort level. This can help you choose the candidates who will be most successful.
• Onboarding: Once the new employee is hired, get them trained on your scripts and call process early. This helps them feel prepared and confident to make their first calls and ensures they regard it as an important aspect of their job.

When your team understands the power outbound calls have to boost your revenue and enhance your customer service, they can feel more confident and motivated to improve. At the end of the day, both your business and your customers will benefit. You’ll see stronger pet parent relationships, more bookings and boosted revenue while building the most proactive team.

Ultimately, the key is to make outbound calls a priority, not an afterthought. With the right approach, your team will do more than just tolerate calls—they’ll embrace them as a valuable, rewarding part of their job.

Laura Laaman is president of Outstanding Pet Care. If you’re interested in growing your revenues with our proven and guaranteed services, schedule a consultation by calling 1-888-836-8740 or visiting www.outstandingpetcare.com/contact