Blogs

Outbound Call Center
11-Oct-2019

Outbound Call Center

What is outbound call center?

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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.

 The benefits of outbound call center for your business

 One great benefit of outsourcing call center services is that it helps your company be more cost effective in your marketing department. It is cheaper to use it than to simply ask your own office staff to call prospects. They are massive, have well-trained and experienced agents, can make a large number of calls per hour. It would cost you a small fortune to replicate the work that they do.

 The purpose of call centers is to cater to customers. Customer care is very important to your business’s success and future growth because outbound calls from a center widen your customer base through lead generation, research and product promotion. Some outbound center offers a global location, which helps your business when you expand into the global market.

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.

 One of the biggest benefits of using a call center is your customers speak to a real person instead of interacting with an impersonal piece of advertising or interactive software. Direct person-to-person contact is usually the most effective way of increasing sales.

 Call center technologies

 Ø   Interactive Voice response (IVR)

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.

 In an inbound center, customers will call in with either queries, doubts, complaints or suggestions where they need the assistance of agents. The agents will help them resolve it. 

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.

 In an inbound center, agents need to have customer’s information as soon as a call comes in. They need to be polite and have both good listening skills and problem-solving skills.