An Outbound Call Centre Explained

Published On: 14th Mar 2010 21:49

What is an Outbound call Centre?

An outbound call centre is a business activity where a collection of call centre agents make outgoing calls to prospective or existing customers. This activity is usually technology enabled – typically using a predictive dialler – so that large numbers of calls can be made per hour.

The most common uses of outbound call centres are:

• Proactive customer service (e.g. informing of delays, problems, delivery arrangements, etc.)
• Sales calls to new (prospective) customers
• Renewals (sales calls to existing customers)
• Cross-selling or up-selling sales calls to existing customers
• Debt collection
• Customer satisfaction surveys
• Market research
• Appointment booking

Outbound dialling can be intrusive and there are a number of Outbound dialling issues and Dialler regulations to deal with.

Further Reading

• How to create an outbound call centre
• Types of diallers
• Benefits of outbound
• Best outbound calling times for a call centre
• Outbound calling on weekends and bank holidays

Contributors

Jonty Pearce at Call Centre Helper and Steve Morell of Contact Babel

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

Read more by Jonty Pearce

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