What is outbound call center?
At the start of every business, the goal to continue to grow stays in every business owner’s mind. The priority is to share your service or product to as many people as you can. As your business continues to run, so should your efforts to find more prospective customers. An outbound call center helps businesses make calls to clients or prospects on behalf of their business. Outbound call agents can call for a variety of reasons like customer support, sales, fundraising and survey research. They’re different from inbound call centers, which focus on receiving calls. Outbound call centers are usually enabled by cloud-based software and designed to help businesses actively engage with customers.
These centers have trained agents who know how to follow a script, build rapport with customers, and provide the technical information which a prospect might ask about. Moreover, these agents have often specialized in your industry. Finally, besides training, they also have plenty of experience dealing with all kinds of customers.
It is an automated customer service system that presents different menus and uses pre-recorded responses to guide the caller towards the information they are searching for. This allows customers to pay bills, request information, and get a human on the phone quickly and easily.
Ø Blended Call Flows
It combines outbound and inbound calling to optimize call centers. This type of call center technology makes call centers very attractive and valuable to business looking for an all-in-one solution.
Ø Outreach by Text Messaging
Agent SMS allows call center agents to answer customer questions or push out important information through a text message directly to customers’ phones.
Ø Cloud-Based Call Center
Businesses understand that a Cloud-Based Call Center can help increase profits while providing a handful of other advantages. A cloud-based call center can employ agents remotely, allowing businesses to hire the best talent from anywhere in the world. All they need is a laptop, an internet connection, and a headset and they can get to work.
Ø Business Intelligence
Business intelligence and call center metrics give organizations clear standards for performance, helping agents do their best work and businesses continually improve customer experience.
The difference between outbound and inbound call center service
Outbound and inbound call center services are the two most popular types of BPO services. You have probably heard these terms may be from friends, relatives, or colleagues who work within this industry. There is a big difference between inbound and outbound call center.
Ø Difference in Purpose
In an outbound center, the agents call the customer. It may be for sales, payments, updates, offers or renewals on products or services. The customer may or may not be receptive depending on their needs.
Ø Difference in Service
Outbound call center
· Customer surveys – This service involves agents calling customers to ask their views and opinions about the products that the company is selling. It is also a chance for businesses to know what particular products or services are performing well and the issues that need to be fixed.
· Telemarketing services – This service involves agents calling and promoting their company’s products and services over the phone to customers in the hopes of gaining more leads.
Inbound call center
· Customer support – The definition is in the name itself – being able to attend to and address customer needs and concerns before, during, and after purchasing the product through meaningful interactions.
· Technical troubleshooting – This is where agents help customers identify and solve computer-or device-related problems as well as evaluate IT products.
Ø Difference in Agent Training & Attitude
In an outbound center, agents are encroaching on people’s time. These agents often need to adopt a slightly more aggressive attitude. They need to be good at recognizing prospects’ moods, selling, persuasion, and closing.