Customer service should be a two-way ordeal. As much as you let customers reach out through inbound services, you should also reach out to them through outbound services. With this, it is important to build your outbound call center to reach out to them.
If you’re new in hiring a call center, you might be wondering about the whole concept of outbound services. In this article, you’ll learn about outbound call centers, how it is different with inbound call center, and how it can improve your business strategy.
What is an outbound call center
An outbound call center is a call center that reaches out to customers on behalf of a company. Usually, outbound call center teams deal with different aspects of an operation. This may range from customer surveys, lead generation, to sales and appointment confirmation.
Like its inbound counterpart, an outbound call center uses CRM and call center software on their work. This helps the business monitor their performance and compliance and organize their workflows.
How is it different with inbound call center
Both types of call centers handle customers in different ways and approaches.
An inbound call center is usually the front line when it comes to customer service. They are the ones taking customer calls and handling issues and concerns pertaining to a company’s products and services.
Helpdesks, virtual receptions, and customer support teams are its best examples.
Meanwhile, outbound call centers are those reaching out to potential and existing customers. They are more popular when it comes to lead generation and sales calls. However, they can also confirm appointments and follow up billings on behalf of the company.
Virtual assistants, lead gen specialists, and booking specialists are some of the roles who do outbound calls.
What makes up an outbound call
A representative handling outbound calls follow scripts to guide a customer in a transaction. For instance, in billing collection, an agent may simply remind a customer of their monthly due or give them payment options to help them keep up with their payments.
For application verification, meanwhile, an agent verifies customer data by asking them important questions about their information. This may be the same with lead generation and conversion.
Outbound call centers, meanwhile, follow different sets of procedures, metrics, and compliances for their operation. For instance, different countries may have different Do Not Call lists that a team should follow. Some of the usual outbound call metrics, meanwhile, include average handling time (AHT), conversion rate, first call resolution, and call abandonment rate.
Why should you strengthen your outbound call center
Two-way live communication with customers helps you improve customer relationships and improve your business strategies. In addition, here are different ways an outbound call center can benefit you:
- Better gathering of audience insights
- Better brand awareness and recall
- More leads generated by an experienced team
- Better streamlining of outbound tasks
- 24/7 service, especially when handled by offshore teams
- Rechanneling of time and focus on core tasks and strategies