Out Bond Customer Support

Inbound and outbound customer service provide various forms of support to your customers by telephone. Inbound customer service is the traditional approach to telephone-based customer service. Here, the customer calls your company with a service request or an inquiry. Outbound customer service represents a more proactive approach. An agent from your call center contacts customers to follow up on a service issue or to notify customers of new products or policy changes.

Inbound vs. outbound calls

Alternately, an inbound call is one that a customer initiates to the call center. Some contact centers handle either outbound or inbound calls exclusively. Others, referred to as blended call centers, deal with a combination of the two.

Strategies for successful outbound calls

Sales and marketing campaigns using outbound calls can be time- and resource-intensive. To justify the investment, team leaders can employ one or more of the following strategies:
1.Predictive dialing:
Predictive dialing systems automatically make outgoing calls, dialing phone numbers and screening out busy signals, voicemail, non-answers and disconnected numbers so agents are only on the phone when a person answers. By making the most efficient use of an agent’s time, call centers that use this technology can complete a high volume of outbound calls in a short period of time.
2.Scripting to overcome annoyance:
Consumers generally consider outbound calls intrusive. Prospective customers often begin the conversation wary or annoyed. Leaving flexibility in agent scripts to personalize calls is one way to counter this initial negativity.

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