What Is the Difference Between a Hot Call and a Cold Call?
In telemarketing, a hot call refers to a call placed to a contact who has shown a high level of interest in a product or service. A cold call is a call made to a contact who has not expressed any interest in the product or service and may not know the brand. Cold calling is often a form of outbound lead generation.
What’s Better? Hot or Cold Calling?
There are different reasons to use cold vs hot calling:
Whether a call is cold or hot depends on the degree of existing relationship with the contact
Cold calls introduce your brand via a human interaction, but are often seen as unwanted spam calls
Hot calls often signify the contact’s strong intention to buy and can be more productive since the contact already knows your brand
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
