An Outbound Call Centre Explained

What is an Outbound call Centre?

An outbound call centre is a business activity where a collection of call centre agents make outgoing calls to prospective or existing customers. This activity is usually technology enabled – typically using a predictive dialler – so that large numbers of calls can be made per hour.

The most common uses of outbound call centres are:

• Proactive customer service (e.g. informing of delays, problems, delivery arrangements, etc.)
• Sales calls to new (prospective) customers
• Renewals (sales calls to existing customers)
• Cross-selling or up-selling sales calls to existing customers
• Debt collection
• Customer satisfaction surveys
• Market research
• Appointment booking

Outbound dialling can be intrusive and there are a number of Outbound dialling issues and Dialler regulations to deal with.

Further Reading

• How to create an outbound call centre
• Types of diallers
• Benefits of outbound
• Best outbound calling times for a call centre
• Outbound calling on weekends and bank holidays

Contributors

Jonty Pearce at Call Centre Helper and Steve Morell of Contact Babel

Author: Jonty Pearce