In the call center industry, while there are several technical terms and acronyms, however, the two of the most prevalent terms since the 1990s have been Inbound and Outbound.
An inbound call center is the one that receives a call and an outgoing call center is the one that makes outgoing calls, which is a more lucid description. However, there is a bit more to it, especially for an outbound contact center. In this article, we will look at the business advantages and specific strategic requirements of using outbound call center services.
Why is it still important to use an Outbound call center?
Outbound call centers fundamentally are call centers that make outbound calls. These calls could be to provide services such as appointment scheduling, collection reminders, telesales, or outbound telemarketing.
The industry had gained a bad reputation for cold calling. But it is also important to understand that an outbound call center is much wider in scope. Oftentimes, when we submit an inquiry form on a website or social media. This is the time when an outbound call center comes into play to reach out to inquiries that could be new sales or existing customer service.
A reputable, professional outbound call center will reach its customer’s appointment reminders say in healthcare or payment reminders as needed. The outbound center also reaches out to its existing customers to inform them about new promos and/or new product service
In some cases, an outbound call center will contact you on a company’s behalf. When a firm needs new leads, they look for people that match the profile of the leads they’re looking for. Thus the outbound call center can help a company maximize the value of existing relationships.
There are companies that use an outbound call center for ongoing account management or sometimes it is used for activating the dormant customers. All the examples given above explain the strategic importance of outbound calling. Some of the important uses of the outbound call center are summarized below:
- Appointment setting
- Reminder calling
- New Customer Welcome survey
- New Promos and offers
- Cross-selling of new services
- Responding to the web or social media inquiry
- Account management
- Market survey
You will notice that the outbound call center is still a very strategic tool and hence it continues to be a prevalent segment of the BPO industry.
Outbound Calling as a tool for Closing Online Marketing leads
Although discussed above, this point needs special expansion. An important responsibility of a marketing team is to promote online its products and services there generating leads or inquiries through websites or social media. A good outbound strategy will help in maximizing the conversion of leads. Thus, marketing helps in generating leads but an outbound call center comes in to close the new business/
A lead is an inquiry that is filled out via web form or any other call to action mode. Despite its apparent simplicity, lead generation remains the number one challenge for marketers and it is also costly. A good outbound strategy thus is a blessing for the marketing team to achieve closure targets.
Outbound calling thus specializes in providing the right information to inquiries and is trained in telesales to create a compelling case for availing the products and services. Increased conversion rates provide a rapid return on investment (ROI) in an outbound contact center
What are the Benefits of an Outbound Call center?
1. It increases client loyalty.
Outbound calls aren’t always related to sales. They might be used to keep customers informed and involved. Customers love it when they interact with courteous staff from your organization. It instills trust in them since they know they can count on you. You can provide the finest client satisfaction if you connect with the proper outsourcing customer care service provider.
2. Reduced operational expenses
Your company might save time and money by utilizing a 24-hour outbound call center. You may outsource full-time staff recruitment at a low cost. Why spend time and money on your core business activity while another BPO firm can handle sales, customer support, data entry, and other outbound tasks
Outbound call centers with better technical skills may be able to scale up or down to match your needs. For example, if you have a high volume of seasonal business, your outsourced call center can temporarily scale up to meet your needs. When business resumes normalcy, so will the efforts of the incoming call center. There is no such thing as a one-size-fits-all solution when it comes to business process outsourcing.
4. Improves customer satisfaction
Calls are routed to well-reviewed call centers, ensuring that your customers are in skilled hands. Outsourcing outbound calls frees up your employees’ time to focus on other responsibilities. The prompt responses to the web or social media inquiries create increased customer satisfaction..
5. More Sales
The biggest business advantage of outbound call center services is the conversion of lead into a sale. Allowing a call center to deliver results on leads might ease some of your marketing team’s or other staff’s tasks.
6. Additional services are provided by an outbound call center.
Omni-channel solutions are essential in both incoming and outbound contact centers. Outbound call centers in the current day may do much more than just make phone calls. Omnichannel solutions are used by comprehensive call centers to engage with consumers and clients in their preferred channel.
The channel might be of the following types:
- Live chat
- Social media
- SMS text.
- Voice or phone call.
- Artificial intelligence (AI).
- Interactive voice response (IVR).
An outbound call center has so much to offer, and every growing company must evaluate it and make it a strategic tool for customer satisfaction and growth.