5 min
It’s not a secret: getting hold of customers is becoming increasingly difficult, even when using an auto dialler.
For a while, the industry managed to improve its contact rate by using a mobile caller ID; however, following the implementation of the Spanish Order TDF/149/2025, outbound calls from mobile numbers have been banned for unsolicited commercial calls.
Although we still don’t have an official definition of what constitutes an ‘unsolicited commercial call’, one thing is clear: we need to rebuild customer trust.
3 STEPS TO REBUILD CUSTOMER TRUST
1. SEGMENT YOUR DATABASE
Lists provided by third parties or even our own customer databases often mix very different buyer profiles: some purchase impulsively, others like to compare prices; some are ready to speak to a sales agent, while others need a bit more convincing.
Sending the same message to every single one of them is a waste of both resources and efficiency.
That’s why it’s essential to define different groups based on shared interests, age, gender, location and any other relevant filters.
2. PERSONALISE MESSAGES AND PROMOTIONS
Once the segments are in place, it’s time to analyse their pain points. Which products or services might interest them but they haven’t yet purchased? What are they likely to need in the near future?
This way, when we launch a promotional campaign, we only contact those people with the highest potential level of interest.
At first glance, it may feel like we’re communicating less, but that’s just an illusion. Personalising messages means creating tailored content for each segment; this may reduce the volume of touchpoints, but every interaction will be far more relevant and effective.
3. ASK FOR EXPLICIT CONSENT
Once we have our segments and tailored messages—and to comply with current regulations—we must ask for explicit consent to make contact. The key is to be direct and transparent:
- If they visit our shop, we can hand them a flyer with a QR code that links to a form where they opt in to the promotion.
- If we have their email address, we can send them a newsletter.
- If we have their phone number, it may be worth sending them an RCS message or SMS.
What these actions allow us to do is measure their level of interest and move them further down the conversion funnel, so that when they receive a call, they’re already far more receptive.
Randomly dialling a list of numbers is, of course, much quicker, but carrying on with “business as usual” will no longer deliver the same results.
AUTO DIALER FEATURES YOU CAN’T DO WITHOUT
That said, beyond best practices, the technology we use to reach prospects must make our job easier. These are four must-have features for 2026:
1. SCHEDULE CALLBACKS
If the person we reach can’t speak at that moment, we need to be able to easily schedule a callback for a different date and time.
With Outbound by Enreach, once the call ends, we can choose between:
- VIP callback: ensures that the same agent who scheduled the callback will speak to the prospect at the agreed time, regardless of whether the agent is logged into the campaign or even if the campaign is active.
- Private callback: initially assigned to the agent who created it, but if they’re unavailable, the lead is reassigned to another available agent.
- Shared callback: the call is made at the agreed time and handled by any available agent working on the campaign.
2. COORDINATE ACTIONS ACROSS MULTIPLE TOUCHPOINTS
Having software that not only automates outbound calls but also sends emails and SMS messages helps us coordinate actions across different channels without needing additional tools.
For example, if a prospect shows strong interest, we can send them an email with further information before hanging up; or, if a second call is agreed, we can send an SMS to confirm the date and time.
With Outbound by Enreach, it’s possible to create email and SMS templates from scratch and link them to a specific campaign, so they can be sent with a single click.
3. CRM SYNCHRONISATION
Integrations between platforms eliminate the need for manual copy-and-paste and allow us to centralise all information in a single tool—usually the CRM.
In our outbound solution, we can generate HTTP requests to send call results to the CRM or any external API, ensuring that all call attempts are recorded in the lead’s profile.
It may seem like a small detail, but centralising this data in the CRM allows inbound agents to see everything the outbound team has done, making it much easier to align efforts.
4. LEAD PRIORITISATION
Sequential auto diallers, which call one number after another, remove the need for manual dialling; however, there are even more powerful capabilities, such as lead prioritisation.
Prioritising certain leads over others not only allows us to contact those further down the funnel first or those interested in higher-value products or services, but also ensures that scheduled callbacks are never missed.
USE CASE: WHEN TECHNOLOGY UNDERMINES RESULTS
Imagine this scenario: an agent calls a contact at 11:00 a.m. The prospect can’t talk at that moment and asks to be called back after 5:30 p.m.
An hour later, the auto dialler calls the same lead again, creating a negative experience and putting the entire sales strategy at risk. That simply can’t happen.
This is what occurs when we don’t have full control over system settings. If the rule that allows two call attempts per day doesn’t take manually scheduled callbacks into account, then the auto dialler is doing more harm than good.
Before launching any campaign, it’s crucial to review all configurations: lead prioritisation, call attempts, the information agents see before speaking to a prospect, email and SMS templates, and suppression lists.
BOOK A DEMO OF OUTBOUND BY ENREACH
At Enreach, we offer one of the most comprehensive solutions on the market. Our powerful platform allows you to design campaigns from scratch, prioritise leads based on their status, synchronise agents’ calendars for appointments, and create your own metrics.
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