How many times should you call a prospect?
Four attempts, spread over different days, is a workable limit for a cold business list. That is a judgement and not a rule of law, and you can set your own number as long as you write it down and apply it to every name on the list.
We looked for published figures on the best number of attempts. They vary widely and most come from firms that sell sales tools or sales services, so we do not quote them here. The sources we could read in full are the regulator's pages, which cover how you may call, not how often. A fixed limit that you set in advance and review against your own results is more useful than a borrowed benchmark.
Why set a limit at all?
A limit keeps the cost of a list predictable and stops callers from chasing the same few names. A list of 1,000 numbers at four attempts each is up to 4,000 calls. At six attempts it is up to 6,000, which is half as much calling again for the same list.
Without a limit, each extra attempt adds calls and cost for the same name, and nobody can say when the list is finished.
A limit also protects your reputation. Singapore is a small market, and a prospect who is called every day for a fortnight will remember the company name for the wrong reason.
How should the attempts be spaced?
Space them over different days and vary the time of day within working hours. If the first call at 10.00am on a Tuesday does not connect, try mid-afternoon on a Thursday and late morning the following week. Calling twice in one day mostly reaches the same person in the same situation.
Working hours for a business call can be taken as roughly 9.30am to 6.00pm. Calling outside them irritates people and rarely reaches a decision maker.
Record the date, time and outcome of each attempt: no answer, wrong person, call back later, declined, or meeting booked. That record is how you know when someone has reached the limit, and it is the first thing you will want if anyone queries the calls.
When should you stop before the limit?
Stop straight away if the person declines clearly, asks not to be called again, says the number is wrong, or says they have left the company. Mark the number so nobody calls it again, and pass the request to whoever owns the list.
A request such as "call me after the quarter ends" is different. Note the date they gave and call then. Treat that call as a new start, because the person has asked for it, and do not count it against the limit.
Does the Do Not Call Registry affect how many times you call?
The Registry affects whether you may call a number at all, and the check has a time limit. The Personal Data Protection Commission (PDPC) refers to a 21-day validity period for Registry check results, and checks are made through the DNC Registry portal at dnc.gov.sg. If your attempts run past 21 days from your last check, check the list again before calling.
The Registry lets individuals opt out of telemarketing calls, SMS and fax. Organisations that plan to send telemarketing messages must check it first, and the organisation, not any third party that runs the check for it, is liable under the Personal Data Protection Act if a listed number is called.
Whether the rules apply to a particular call depends on who is called and why. This is general information. For a specific list or script, check with a lawyer.
How does Greetsby handle call attempts?
Greetsby is an appointment-setting service in Singapore. It calls the people on your own list and books meetings into your calendar. It makes up to 4 call attempts per person on a new list, on different days, between 9.30am and 6.00pm.
Each person sees the same Singapore number every time. Every call is recorded, including the ones that did not book, and you can play any call on your list. Anyone who asks not to be called again is not called again, and Greetsby passes that on to you.
The price is S$1.80 a number, which covers up to 4 attempts each: 1,000 numbers cost S$1,800, 2,000 numbers S$3,600 and 3,000 numbers S$5,400. You pay before calls start, with no contract and no monthly fee. Greetsby does not promise a number of meetings. The first batch shows what your own list produces.
You check your list against the Do Not Call Registry before sending it, and confirm that you have when you upload it. Questions can go to hello@greetsby.com, and Greetsby replies within one working hour between 9.00am and 6.00pm, Monday to Friday.
Questions
Is there a legal limit on how many times I can call someone?
The regulator pages we read deal with whether a number may be called, through the Do Not Call Registry, and not with a maximum number of attempts. For a specific list or script, check with a lawyer.
How long is a Do Not Call Registry check valid?
The PDPC refers to a 21-day validity period for check results. Some older pages say 30 days, which is out of date.
Should I leave a message each time I call?
One short message on the first or second attempt is enough, with your company name and a number to call back. Leaving one every time adds nothing and can read as pressure.
Can an individual insurance agent or financial adviser representative hire Greetsby?
No. Under MAS Notice FAA-N02, only the financial adviser firm may appoint an introducer, so the firm must be the one to sign up.
Sources
- PDPC: Check Numbers Against the Do Not Call (DNC) Registry
- DNC Registry (Singapore): Do Not Call Registry
General information for businesses in Singapore, not legal advice.