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.
- 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
Jonty Pearce at Call Centre Helper and Steve Morell of Contact Babel
Outbound call centers call clients and customers: eg. telemarketing, sales.