Out Bond Sales
An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Outbound calls are typically made to prospective customers and focus on sales, lead generation, telemarketing and fundraising.
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.
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.
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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