Call centers, generically, are classified as either inbound or outbound call centers. Depending on the calls that call centers exclusively handle, they are correspondingly called inbound or outbound call centers. However, a call center may also service a combination of inbound and outbound calls.
While inbound calls are made by a customer to a call center seeking information about a particular product they have either bought or are planning to, outbound calls are made by agents to customers to keep them updated about new or existing services.
The kinds of calls outbound call center agents make to customers include, but arent limited to, telemarketing, lead generation, fundraising, verification etc. In these cases, agents are making calls for the purpose of selling their clients products. These calls also include informing the customers regarding any change in either the policies or practices of an organization, or in the delivery arrangements. Some of the other examples of outbound calls include appointment booking, telemarketing, debt collection etc.
One of the most predominant services that fall under the category of outbound call center services is telemarketing. In essence, telemarketing is the practice of reaching customers through the medium of telephone to either sell or promote a particular product. Since the only medium of communication through which an agent servicing customers in outbound call centers will pitch a particular service or product herein is vocal interaction, it is empirical that the agents have effective communication skills and that they converse with eloquence.
Several organizations also make use of automated telemarketing, a variation of the traditional telemarketing service. It is the practice of using a recorded sales pitch over the phone to reduce redundancy.
Telemarketing forms the core of outbound call centers, and its effectiveness plays a vital role in influencing the reputation of an organization. By deploying a qualified talent pool and cutting edge technology, performance-driven outbound call centers can help organization reap tremendous benefits.
Lead generation, another important service provided by outbound call centers, is basically collecting information from the customers and, accordingly, creating leads. Introduced in the call center domain a long time ago, this practice has been modified over the years.
Leads are created through a variety of mediums, including e-mail, telephone and customer referrals. They are created to make contacts for advertising an organizations services. Generating quality leads is something that every organization endeavours to achieve. Online lead generation has seen a steep increase in the last few years.
While lead generation is used by several organizations, it finds its use mostly in insurance agencies and educational institutions. Non-profit organizations (NGOs) use the practice of lead generation to approach donors and supporters.
As lead generation becomes more popular amongst organizations as an effective way to enhance customer retention and, at the same time, acquire new customers, studies show that this practice and its usage will grow rapidly in the future.
Gathering customer feedback is an empirical component of conducting a business, as it identifies areas that need reworking while also measuring an organizations capability of providing customer satisfaction. Every organization has concerns about a new service or product that it has launched in the market; and with the practice of market research and surveys, organizations can determine how well they are faring. Through surveys, outbound call centers help advertise and promote an organizations products. Organizational changes and concerns can be charted to further enhance their services and products according to the results of the conducted research. With better services, an organization can achieve customer satisfaction; thereby ensuring enhanced profit generation and progressing on the path to success.
Another important service offered by outbound call centers is debt collection. It is principally used in mortgage and insurance companies. This practice is deployed to keep a track of any debt a customer owes to the organization.
Outbound call centers provide a range of services. By having a workforce that is skilful and able to handle large amounts of calls with ease, latest in cutting edge technology, and state-of-the-art facilities, outbound call centers do a lot more for an organization than just provide customer support. They help an organization save time and money, two assets of infinite significance, thereby assisting it in making profits and generating business revenue.