Call centers serve as the nerve center for many firms’ customer communications. Call center agents accept inbound calls from customers who need assistance concerning issues that they’re facing while using the company’s product, aiming to improve customer experiences and maintain existing relationships with callers.
On the other hand, outbound call centers serve an entirely different purpose. Though outbound and inbound call centers may appear to be the same, however, the calls they make and receive are focused on different objectives.
Before going deeper into outbound call centre services for small businesses, let’s understand the meaning and the kind of service they provide to customers.
What is outbound call center services?
An outbound call center service (also known as telemarketing) is a type of call center service that makes outgoing calls on behalf of a company to potential or current customers. Inbound call center services, which focus on answering incoming calls from customers and offering customer support, are different from outbound call center services. Outbound call centers reach out to customers on their own to pique potential customers’ interest in the brand, close sales, expand accounts, etc.
Which type of service is provided by an outbound call centre?
Outbound call centers can provide a wide range of services for your business. They are not just telemarketing services, contrary to popular opinion. They can manage your outbound marketing, as well as a variety of other important marketing and sales needs. Some of the services provided by outbound call centers include the following:
- Lead generation
Lead generation is one of the top services offered by outbound call centers. This can be achieved by calling a list of sales prospects and telling them about your company’s products and services. Outbound call center agents are educated to provide solutions to customers’ problems.
Remember that you have the option of providing prospect lists to your outbound call center or allowing them to create their own. Outbound call centers, in other words, can make warm or cold calls for your firm.
- Proactive customer service
Inbound call centers aren’t the only ones who provide customer support. Current clients can also benefit from proactive customer service provided by outbound call centers. For example, you may use an outbound call center service to notify consumers or clients about new services, policy changes, order or delivery concerns, and so on.
- Scheduled callbacks
Outbound call centers can also work with inbound call centers to meet their needs. For instance, if a client phones and wants a call back owing to excessive call volume, you can use an outbound call center service to immediately reach consumers who are waiting for customer service help.
- Customer survey and feedback requests
Marketing departments may choose to perform their own customer satisfaction surveys on occasion. An outbound call center could be used by your marketing department to contact current or past customers and ask for particular feedback, like a quick survey. Your staff can then use this information to improve customer service in the future.
- Cross-selling or up-selling opportunities
Outbound call center services can help you grow your business with existing customers and clients. They can contact them to see if they want to make more purchases, extend their contracts, and so on. Customer lifetime value, retention rate, and overall income can all benefit from this.
- Market research
An outbound call center can also be used to gather market research for your business. By making calls to gather data and add to your company’s credibility, they can gain vital industry insight. Both your sales and marketing departments will benefit greatly from market research.
- Appointment scheduling
Appointments don’t have to be limited to inbound call center services! Your outbound call center personnel can contact potential customers to set up initial meetings, demos, and other services. In addition, if an existing customer has a problem, your call center personnel can contact them and schedule an appointment.
- Settling invoices
You can employ outbound call center services to settle outstanding accounts with current clients if your firm has any. To ensure that the customer settles their overdue debt, the outbound call center will contact them by phone, live chat, or email.
What are the potential benefits of outbound call center services?
Companies can benefit from outbound call center services in a variety of ways. They function similarly to a full-time marketing team, focusing on expanding your customer base while also enhancing your company’s reputation and revenue. Consider the following advantages of using an outbound call center:
- Increase brand awareness
- Improve sales
- Gain industry insight
- Expand current client accounts
- Increase customer base.
Which Industries Use Outbound Call Centers?
Although outbound call center services are most beneficial to sales and marketing teams, they are also beneficial to other industries. Essentially, any business that wishes to grow brand exposure, revenue, or customer base can profit from outbound call centre services. Take a look at some of the sectors that frequently use outbound call centers:
- Sales and marketing
- Universities and other educational facilities
- Tech companies
- Financial and accounting firms
- Law firms
How Much Do Outbound Call Centers Cost?
The cost of Outbound call centers services depend on the company’s fee schedule. For example, they could bill your company based on:
- Hourly rate: For a good service, expect to pay anything from $15 to $40 per hour.
- Monthly flat fee: Depending on the extent of the program, this can range from $100 to hundreds of dollars per month.
- Flat fee per generated lead: This will be determined by the business. When you’re ready to get started, make sure to ask your representative.
- Commission-based fees: Commissions may be paid as a percentage of new sales or as a supplement to an hourly fee if sales targets are met.
As your business expands in terms of customer base, you should have a reliable outbound call center to cater for all your customers’ needs. If you can’t afford to set-up a standard call center, you can as well outsource your call center needs to any of the reputable companies that specialize in call centers.