Outbound Calls-A call center agent is an agent or person in charge of a contact center, which is a form of developing a simple type of call center that uses telephone communication to become a multichannel contact center that generally operates all day long. There are two types of calls in a call center, namely outbound and inbound. The following article will explain the meaning of outbound calls and their types and strategies in business!
Definition of Outbound Call
Quoting the Bogor Agricultural University, an outbound call is an outgoing call made by an agent of a sales business or individual assistance service. The combination of inbound and outbound is known as a contact center, which is a form of developing a simple type of call center that uses telephone communication to become a multichannel contact center that can operate on full day standby.
Type of Outbound Call Service
Citing neodove.com, there are six types of outbound call services available, namely:
Telesales is the act of selling a product or service over the telephone. This can take the form of the most common outbound calls we receive. Ideally, these calls should be based on statistics so that the brand being marketed is relevant to the person receiving the call.
In many cases, telesales requires a script that aims to persuade the call recipient to take action, for example in the form of buying something or signing up for more information.
2. Prospect Generation
One of the most common outbound call center services is lead generation. The marketing team uses an outbound call center to contact potential customers. The purpose of lead generation is to get the percentage of people who take the next step, such as buying the product or service of a business, from the number of potential customers contacted. This method is more promising than sending emails and spam to potential customers.
3. Prospect Qualification
Lead qualification is another outbound call center function. In this case, the outbound call center analyzes whether the prospect is suitable for the company. To evaluate a lead’s suitability, the company will ask the prospect’s budget, timeframe, or project scope.
Lead qualifications can help determine which decision makers participate in the buying process. In addition, this type of outbound call center is able to prevent call center agents from using excessive time for people with little potential for transactions.
4. Reminder and Welcome Call
Reminder calls are used to remind people of tasks they need to do. For example, attending an upcoming conference, paying off debts that are past due, and submitting paperwork. Meanwhile, welcome paved the way for new customers or clients. Thus, this call is very useful for integrating those who have just joined for a product or service.
5. Surveys and Market Research
Outbound call centers are often used by businesses to conduct surveys and market research. Businesses can use this method to find out what the intended audience is thinking, feeling, and so on. After receiving survey data, companies can make more informed decisions. They help them realize what products and services to provide and how to sell and position them.
6. Upsell and Cross-Sell
Outbound calls are also a great way to check in with existing clients. Companies can see how their clients are doing by asking certain questions. If the customer is satisfied, the company can sell a more expensive version of an existing product/service or, the company can cross-sell on additional items that will enhance their experience.
Strategy in Outbound Call Service
Sales and marketing using outbound calls can take considerable time and resources. To manage it, companies can use one or more of the following strategies (techtarget.com):
1. Predictive Calling
The predictive dialing system automatically makes outgoing calls, dials phone numbers and filters busy signals, voicemail, no answer, and disconnected numbers so the agent is only on the phone when someone answers. By making the most efficient use of agent time, call centers using this technology can complete outgoing calls in no time.
2. Creating Scripts to Overcome Distractions
Consumers generally find outbound calls annoying so potential customers often start a conversation wary or annoyed. Showing flexibility in agent scripts to personalize calls is one way to fight negativity in the first place
3. Mixed Agent
Making outbound calls can drain call center agents. One way that managers can do to keep morale high is to assign call center agents to make outbound calls as well as answer inbound calls depending on call volume.
4. The ‘Do Not Call’ List
Many countries have enacted laws that limit the number of cold calls businesses and contact centers can make. For example, in the United States, the Federal Trade Commission maintains a Do Not Call Registry, a list of telephone numbers that telemarketers are prohibited from calling in most circumstances. This list was created in 2003 and fundamentally changed the way marketers in call centers do business. Many other countries have similar lists.
Difference between Outbound call and Inbound Call
The two different definitions of customer service make a difference between them. Starting with the customer service process, the functions of the two services are explained.
1. Inbound Call
Inbound call services accept various types of incoming calls, which usually fall into two categories, namely:
This service is provided when a client calls with a question, problem or to manage their account.
Not infrequently, prospective customers call contact center agents asking about products and services. If this is the case, the call is classified as an “incoming sales” and the contact center agent can take advantage of the opportunity.
2. Outbound Call
Meanwhile, outbound call services concentrate more on sales and outgoing calls. These calls usually fall into one of the two categories below:
This call involves contacting a prospect who has never interacted with a business agent. This first interaction can end well, but it can also end badly, depending on the persistence of business call center agents to offer products and services.
A warm call means a follow-up to receiving a previous positive response. And it also refers to contacting prospects who have expressed an interest in the business’s products or services. Since the customer had anticipated the call, this call was usually well received.
That’s an explanation of outbound calls, namely outgoing calls made by agents of an individual sales or support service. There are at least six types of outbound calls.
The thing that distinguishes inbound calls and outbounds calls is that inbound calls receive various incoming calls such as customer service and incoming sales, while outbound calls are outgoing calls consisting of cold and warm calls.