• Brookelle Hunter

7 Ways to Optimize Outbound Appointment Setting

Updated: 6 days ago

Consistently conducting Customer Insurance Review Meetings can be one of the most effective tools for growing your insurance agency. These policy reviews provide an opportunity to get referrals from satisfied customers, increase customer retention, and identify cross-selling opportunities. However, getting customers to schedule a meeting can be surprisingly difficult.


At Engagex, we offer appointment setting services to set these appointments for you, and we’re quite effective at it. Obviously we would like you to use our services, but we also want to help you be as successful as possible with whatever you decide.


With over 15 years of experience, we’ve learned what works and what doesn’t. Here are some things we do at Engagex that you could implement at your agency to make your appointment setting efforts successful.


1. Get a Hands-Free Headset

Headsets are far more comfortable when making a high volume of calls and help reduce caller fatigue. On top of that, headsets are much faster than picking up the handset for each call, resulting in more dials per hour.


2. Identify a Standard Script

When calling any type of client, having a quick, structured explanation is very important for your caller. Pin down a 15-20 second summary of the purpose of the call and the appointment itself. It’s also important to create a go-to response for common rebuttals. Because each customer is different, remember to create some aspects of variation that can be used to better connect with the customer.


3. Specify Appointment Guidelines

Make sure to decide beforehand exactly what your schedule looks like, if you allow phone or home appointments, and whether staff members other than the main agent will be conducting policy reviews. These small bits of information will help eliminate any confusion, and will make your scheduler more effective and consistent.


4. Hire an Experienced Caller

Phone work is more difficult than many people anticipate. It requires great people skills and analytical skills, as well as the personality that does not get discouraged by rejection. Sometimes your secretary or staff members that are handling your scheduling just don’t have these skills or personality, and to put it frankly, are just not that good at outbound calls. Some benefits of hiring an experienced caller are that they understand how to handle most objections and are much less likely to get discouraged or burnt out.



5. Establish a Calling Schedule (Including Variation & Flexibility)

People are just not naturally great multitaskers. If you have staff members trying to make calls while doing other things, they will make few calls and set even fewer appointments. It is important to establish a calling schedule when your callers can focus specifically on making calls and setting up appointments.


Another thing to consider is the fact that your schedule should vary the times and days you call. If you can’t catch your customer home on a Monday morning, chances are, you won’t catch them home on a Tuesday morning either. Set up call shifts in the morning, afternoon, and evening. This way you can catch customers at home after work and can make sure they get a call back at any time they might request one.


6. Utilize a Click-to-Call Dialing Software

Click-to-Call software may be expensive and a little tough to implement, but if you’re serious about appointment setting, the benefits of having it greatly outweigh these factors. Click-to-Call software greatly improves dials per hour and makes scheduling a breeze. The system automatically loads in the next client’s number and information without dialing any numbers. You can also track call results on many softwares.



7. Outsource Appointment Setting

If setting up these steps seems a little daunting, one great thing about outsourced appointment setting services is that we at Engagex already have these steps accounted for. Our services can provide some of the best numbers in terms of contacting and scheduling appointments, and can help create a consistent and steady flow of customers in the office for their insurance reviews. Plus it takes the stress and time off your plate, not to mention that it’s almost always cheaper and more cost-effective.





I hope these tips will help you set more appointments. Getting in front of your clients on a regular basis helps you sell more policies. If you need any help getting the volume you desire, learn more about our appointment setting services.


Have YOU tried any of the above tips? What works for your agency? Tell us in the comments below!



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