There are many unique terms thrown around in the contact center industry, such as Automation, BPO, IVR, and Teletypewriter, but the most common are Inbound and Outbound.
The simplest definition of both an inbound and outbound call center is that one receives calls, and one makes calls. However, there’s a bit more to it than that, especially for an outbound call center.
What is an Outbound Call Center?
An outbound call center makes outgoing calls for services such as appointment setting, collection reminders, and of course, telesales and telemarketing.
A vetted, experienced outbound call center often contacts individuals that may be expecting calls, such as a patient receiving an appointment reminder. It can also be an active lead interested in switching insurance carriers.
In some cases, the outbound call center reaches out to you on a business’s behalf. For example, if a business needs new leads, they scout out individuals that fit the description of the leads they’re looking for. Talented, friendly agents ensure that every interaction is warm, welcoming, and informative. Utilizing outbound call center’s resources effectively builds lasting relationships.
What is Lead Generation?
Lead generation is a strategic process in which a marketing team focuses their efforts in scouting interest for a product or service. They do this by creating content that stimulates audiences and captures their interest.
Once an individual submits a form or completes any other call-to-action, they become a lead. It sounds easy, but 61% of marketers rank lead generation as their number one challenge.
Regarding outbound calling, agents call out to individuals who may be interested in the company’s services. They target qualified leads, educate them on business offerings, and with a bit of effort, lead them to a sale.
When companies put a strong focus on lead quality, they increase the chances that the leads they get will convert. Higher conversion rates immediately deliver high returns on your outbound call center investment.
The Benefits of an Outbound Call Center
Outbound call centers provide additional support and resources where businesses alone cannot. For example, if you want to be able to answer phone calls at all hours without making your in-house staff work late (or hiring additional staff), outsource to a call center.
Other benefits include:
Improved Customer Loyalty
Outbound calls are not always sales-related. They can simply be a means to keep clients engaged and informed. Customers feel valued with then speak with friendly agents representing your business. It instills trust within them knowing that they can count on you.
Reduced Operating Costs
A 24/7 outbound call center saves businesses time and money. Instead of hiring your own full-time staff, you can outsource at a fraction of the cost. Why waste time and money staffing your own employees when another business can handle sales, customer support, data entry, and other outbound initiatives?
Process Scalability
Premier outbound call centers have the technical ability to scale up or down to your needs. For example, if you experience high seasonal activity, your outsourced call center can scale up temporarily to meet your needs. Once business calms, so too does the outbound call center’s efforts.
There is no one-size-fits-all solution to business process outsourcing. You need a call center capable of meeting your needs as they change over time, and many can do that.
Raised Productivity Levels
Outsourcing calls to highly-reviewed call centers ensures your clients are in the good hands of talented agents. With outbound calls being outsourced, your employees receive more time to focus on other duties.
Your organization’s productivity increases in tandem with the production of new leads, happy customers, or any other campaign your outbound call center runs.
Better Lead Generation
Take the burden off your marketing team or other employees by allowing a call center to provide leads. With their outreach campaigns, they’re able to secure them at a much higher rate than average marketing tactics alone. They also speak with each lead ensuring that they are more than ready to move forward with a sale.
Additional Features
One of the key features of both inbound and outbound contact centers is omni-channel solutions. Modern outbound call centers are capable of much more than just phone calls. Thorough call centers employ omni-channel solutions so that they speak with customers and clients in their preferred channel.
The types of channels used include:
- Phone/Voice call
- SMS text
- Live chat
- Social media
- Artificial Intelligence
- Interactive Voice Response (IVR)
Millennials are widely known to prefer SMS texts over live phone calls. Connecting with them on their preferred platform increases the chances of making a sale as well as keeping them as a customer.
Upgrade Your Business with Outbound Call Center Services Today!
Enjoy the benefits – as well as the peace of mind – of outsourcing to an outbound call center. An outbound call center is beneficial for almost every niche. It’s an essential tool for businesses large, small, and everywhere in between.
Are you convinced about the benefits of outsourcing to an outbound call center? Increase your bottom line, ROI, and overall customer satisfaction with a trusted call center partner – AnswerNet.
Our highly trained outbound agents provide a full suite of services. We’re always equipped and ready to handle your B2B or B2C campaigns. Contact us today for more information.
