The primary role of outbound call centers are mainly to sell products or services to the target customers by direct calling (cold calling).
Outbound Call Centers are basically of two types
1.International Outbound Call Center ,
2. Domestic Outbound Call Centre.
In case of international outbound the customers are from the whole world (Mainly USA, UK, NewZeland etc.) apart from the country where the centre is located. whereas domestic outbound call center customers are from inside the country concerned. For example if the country in question is USA then domestic outbound call center refers to a call center whose aim is to call customer who are from USA only and make the sell. Maximum results come from the direct marketing which increases the business. The business depends on three basic things training, research and persuasion.
The success of the outbound call centre business mainly depends on the training. A proper training helps an agent to become a proficient telemarketer who can play with their words and take out lot of ways to make the customer understand about the product or service and convince them to buy the product/service. This takes a lot of skill and practice. For a call canter business to improve and survive , an important thing is to provide constant training to the agents so that they always keep themselves updated with all the state-of-the-art techniques employed therein.
The outbound clients are benefited from the rigorous adherence to highly cost-effective, results-based production and management processes. The key to success is nothing but understanding of the business. One should have the proper knowledge about the differences between B2B (Business to Business) and B2C(Business to Customer) telemarketing, the outbound call centers always have experienced management to focus on the unique requirements of each client and also the agents because the agents are good source to earn the revenue and of course their targeted market.
The technical setup of these call centres need to be standard otherwise problems like voice break, line disconnection, low voice, customer can’t listen to the agents or vice versa will always arise. Now most of the call centers are using software predictive dialer and hardware predictive dialer. These predictive dialers decrease the usage of minutes by filtering all the answering machine, busy, not connected numbers and connect only those numbers which are live. This software actually helps to increase the business by many folds.
Services of Outbound Call Centres:
• Market Intelligence
• Decision Maker Contacts
• Up Sell/Cross Sell Campaigns
• Selling of database
• Fulfilment of Information and Literature
• Appointment fixing
• Customer Satisfaction
• Direct Mail Follow-up with the customer
• Lead Generation \ Qualification \ Management
• Seminar Population
• Promotion of a new product
• Debt Collection and also settlement
What is your take on outbound call center? Share in Comments.