What Happens Inside an Outbound Call Centre Facility?

The general idea we have about call centre facilities is that calls are mostly received than sent out. With customer service hotlines given, it becomes a bit instinctual that if a consumer needs to report an issue or require an answer to a technical question, he or she needs to reach out to the company and not the other way around. However, this is not the case with outbound calls.

An outbound call centre facility is one where call centre agents call current customers and prospective ones on behalf of the company they are working for. Outbound call activities are usually enabled using a predictive dialer that allows a large number of phone numbers to be called per hour.

A variety of outbound call activities happen which can include outbound sales or telemarketing, customer service, lead generation or customer acquisition and survey.

With outbound sales or telemarketing, agents call a prospective list of customers and introduce a product or a service that they are offering. A team of outbound telemarketers can monetise campaigns and bring in revenues for the business. With a skilled, engaging and persuasive team of telemarketers, they can cross-sell and up-sell products and services that a company offers and even introduce current promos and price slashes to entice consumers into shelling out money.

Although the majority of customer service is inbound such as when consumers call the customer service hotline for help, it can also be done outbound. When agents call your current customers, they can generate feedbacks, opinion and address complaints. If you want to show that you care about your customers, why not reach out to them, request for a few minutes of their time and hear them out on what they have to say? 

Lead generation is also an important feature of an outbound call centre facility. In a sales-driven environment, leads are essential to establish and expand your market base. While essential, lead generation may be one of the aspects of your business that you need to spend for, but provided that it is managed by skilled outbound agents who knows the demographic of customers you are looking for, you can reap the benefits of lead generation in no time.

Surveys also work like outbound customer service. Doing surveys for your business is a good way to gauge just how you are faring in the eyes of your existing customers. You can learn about their personal opinion about your product or service and in the same vein, make improvements based on their feedback. 

With surveys, you can also improve your image and ensure brand longevity. Moreover, surveys also encourage an open dialogue where existing customers can voice out their concerns and the outbound call centre agent, acting as the representative of the company or the business, listens intently. There’s just so much that businesses can learn from their customers. And surveys can definitely help in that effort. 

With outbound calls, it becomes easy to reach out to your base and know what the current pulse is. And with so many opportunities to partner with call centre outsourcing companies, you can even hire call centre agents overseas while meeting efficiency and cutting down on your call centre operational costs both at the same time.