Why do prospects not answer sales calls?
Most prospects do not answer because they do not recognise the number and cannot tell whether the call is worth their time. A call from an unsaved number that arrives during a meeting, a site visit or a conversation with a customer is easy to let ring out.
Two causes are partly within the caller's control: a number that looks suspicious, and a call made when the person is unlikely to be free. These are practical observations rather than survey findings, and we do not quote a pick-up rate here.
Why are unknown numbers treated with suspicion in Singapore?
Because scam callers have used numbers that look local, and the authorities have been educating the public about it. In a written parliamentary reply, the Ministry of Communications and Information said that IMDA, together with MHA and the Singapore Police Force, has stepped up efforts to educate the public not to pick up calls with a "+" or "+65" prefix if they are not expecting a call from overseas.
The same reply explains why overseas calls showing "+65" are not simply blocked. IMDA judged a full block unfeasible, because legitimate calls also carry the prefix, for example Singapore-based callers roaming overseas and the overseas call centres of local businesses that use local hotline numbers. Telcos have blocked known scam numbers, including those starting with "+656" that imitate government agencies.
For a business, the practical point is that a prospect who has heard this message has a reason to hesitate over any number they do not know. A caller who wants to be answered should use a real Singapore number that displays normally, and should use it consistently.
What helps a sales call get answered?
Four habits help, and none needs special tools. First, call from the same Singapore number every time, so that a prospect who missed the first call can recognise the second. Second, try each person more than once, on different days, because one missed call usually only means the person was busy. Third, call within ordinary working hours, for example between 9.30am and 6.00pm. Fourth, open with a short, specific reason that matches why this person is on your list.
Keep a record of what happens. If you can play back calls, including the ones that went nowhere, you can see whether the opening is the problem or the list is. Without recordings, a day of unanswered calls tells you very little.
Also decide in advance what a no or a request to stop means. Anyone who asks not to be called again should be removed from the list straight away, and that instruction should be passed to whoever owns the list.
Do the Do Not Call rules apply to calls to businesses?
Often they do not, but the answer depends on the call. Under the Personal Data Protection Act, calls to an organisation for the organisation's own purposes are generally outside the Do Not Call provisions. That protection is lost once the call is about the person's own needs, for example offering something for their personal use.
If a call does fall under the rules, the number must be checked against the Do Not Call Registry before calling. Checks are made at dnc.gov.sg, and a check result is valid for 21 days, so a list checked a month ago needs checking again. This is general information drawn from the PDPC Advisory Guidelines on the Do Not Call Provisions. For a specific list or campaign, check with a lawyer.
Where does an appointment-setting service fit?
A service can take over the repeat calling that owners and sales leads rarely have time for. Greetsby calls the people on a client's own list and books meetings into the client's calendar. Calls show a Singapore number, and each person sees the same number every time. Each person gets up to 4 call attempts on a new list, on different days, between 9.30am and 6.00pm.
Every call is recorded, including those that did not book, and the client can play any call on their list. The client approves the opening and the reason for the call before calls start. A named Greetsby caller is responsible for the campaign and is reachable during working hours. Greetsby books meetings only and does not give product advice.
The price is one flat rate per batch of numbers: S$1,800 for 1,000 numbers, S$3,600 for 2,000 and S$5,400 for 3,000, which is S$1.80 a number, covering up to 4 attempts each. It is paid 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.
The client checks the list against the Do Not Call Registry before sending it and confirms this on upload. Greetsby does not run that check. Questions can go to hello@greetsby.com, and replies come within one working hour, 9.00am to 6.00pm, Monday to Friday.
Questions
How many times should I call a prospect before giving up?
We have no sourced figure to give you. For reference, Greetsby makes up to 4 attempts per person on a new list, on different days.
Does the +65 prefix mean a call is a scam?
Not necessarily. The MCI reply says legitimate calls also carry the prefix, for example Singapore-based callers roaming overseas. The public has been told not to pick up unexpected calls showing it, so a business should call from a genuine Singapore number.
How long is a Do Not Call Registry check valid?
A check result is valid for 21 days. After that, the numbers need to be checked again at dnc.gov.sg before calls that fall under the rules.
Can an individual insurance agent or 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
- Ministry of Communications and Information: MCI response to PQ on block overseas calls received in Singapore carrying prefix plus 65
- PDPC: Advisory Guidelines on the Do Not Call Provisions (1 February 2021)
General information for businesses in Singapore, not legal advice.