Scheduling calls

Setting up your next call is a straightforward exercise with Martin’s call scheduler. It offers a menu of preset options or the ability to schedule a call at any time in the future. This page details the process to schedule calls and covers off some related functions like prompts to call. 

Selecting a call time – the mechanics

Martin offers an easy four-step process to select Outcomes and set up your next call.

1. Capture event outcome 

• Before proceeding, capture the call outcome by selecting:
  • No answer
  • Spoke, schedule next call  (+ variations on this)

2. Pick call time 

• Check via the calendar link to see when you are free to call
• Select from the presets or,
• Select “Let me choose”
• ..and set the day/time using the controls
• If you want to add to your calendar then turn this function on

3. Select “Update” 

• This will automatically save the call
• You can now forget about this lead for the moment
• Just prior to the call being due, you will get a prompt to call

When’s the right time to call?

Where possible all leads should be called on receipt or as soon as possible thereafter.

1. First call – customer expectations

In the digital age, customers expect a reasonably instantaneous response to their enquiries – within say an hour.  That said, they recognise that you can’t always be free to call back. if you are juggling a lot of calls, here are some rules to help guide your priorities:

• Are they likely to have approached multiple companies at the same time
  • consumers often fill out two or three contact forms – cross shopping favourite options
  • others go through “comparators” who distribute to multiple listings
  • in both cases, the first to respond is more likely to win their business
• Did you seek their business?
  • if your company is actively promoting/ advertising itself, they are less tolerent
  • if they found you through a referral or web search, they may be a bit more forgiving
• What are the norms for your industry?
  • in industries with little differentiation like insurance or mortgage broking clients tend to apply a short fuse and expect a reply within one to two hours.
  • at the other extreme, if a service is highly dependent on the person delivering it and a referral has been provided, then prospects are more patient and prepared to wait longer, sometimes up to a week. 

2. Second call – put yourself in their shoes

Martin typically doesn’t schedule the second and subsequent call. We believe that you are best positioned to plan a suitable time.

When planning the call here are some guidelines to help zero in on the right time. Putting stereotypes aside, what is likely to be the daily rhythm of this person – plan a time when they are likely to get available. Consider:

• Worklife – are they in the kind of job where they are likely to be able to take a call at work.  For example, a Doctor may have known surgery hours you can plan around.
• Homelife – are they likely to be able to take a call after hours given family commitments
• Industry norms – when would they expect to hear from someone in your business. Builders are known to be on the tools during the day and expected to call at night.
• Privacy – is yours a service they’d be happy to discuss while on public transport or at work

For some science on the topic here’s a neat study from the US on day and time to call if you want to connect and convert.  

3. Martin leaves a message when you miss a client

If you call and don’t get through, Martin sends an SMS on your behalf. This:

• Lets the customer know that you are trying to get in touch
• Is often enough to keep you in the mix, even if a competitor gets to them first