A call center company can be roughly divided into two categories: outbound call centers and inbound call centers. We’ll leave off the topic about inbound call centers for a while since this post is a more in depth treatment of the former. Ready?
What are Outbound Call Centers?
Outbound call centers are call centers staffed by agents whose job is to make outbound calls on behalf of your business. These calls can include sales pitching, fund-raising, surveys, appointment confirmations and bookings, help desks, customer care services, telemarketing, debt collection, debt management and many more. Technology plays a major part in accomplishing several tasks and processes inside an outbound call center. For example, agents use a predictive dialer so large number of calls can be made over a short period of time.
In order to track their agents’ efficiency, the call center uses a couple of distinct metrics. Some of these key indicators may include earned revenues, total calls made, completed tasks, First Call Resolution, etc.
Benefits of Outbound Call Centers
There are several reasons why you should use outbound services in your business. Here are some:
1. New Customers, New Leads, More Money
Acquiring a new customer is quite a pain especially in this overly competitive world. Luckily there are a lot of ways to get your products and services “out there”. But the question is: Are they enough? Maybe not as there is a plethora of choices available to consumers. Can I do something about it? Of course! The key is to follow up and this is where outbound marketing comes in. Studies show that following up a direct mail or email marketing campaign with a timely telephone call can increase ROIs by over ten percent! That’s something, right?
2. Getting the Most out of Web Browsing
How many people do you think browse the web each day? A lot! And you can turn these enormous numbers into a goldmine! If you’ve notice, some websites have a direct link to their outbound call centers through “call me” or “let’s chat” buttons. In addition, some websites solicits a person’s name and contact number before he/she can view a web page, an article or a video. What’s this all about? It’s outbound marketing!
3. Creating Loyal Customers
This truth will ring forever: It is easier to retain old customers that to acquire new ones. Outbound call centers are the easiest and most convenient way to reach out to your past clients and offer them new products, discounts, loyalty schemes, etc.
4. An Opportunity to Offer More Products
Let’s admit it, you want your customer to purchase more products aside from what they originally planned for. Right? Well that is the job of outbound call center agents. If you time it right, a simple follow up and an “are you enjoying our products so far?” call to your customers can open a new window where you can introduce new products and services that will piqued their interests. Just make sure to do it professionally!
5. Low Overhead Costs – It is cheaper to pay an outbound call center company that to maintain an office full of people whose job is to love their telephones more than their spouses. You can save a lot in resources especially because you don’t have a building to maintain, an electric bill to pay, a staff to train and many more!
To learn more about how outbound call center services can help your company – please call Calibrus Call Center Services today at 866-598-8369 – or just contact us here.