Call centres can be broadly divided into two types. What are they?
Well, they are:
- Outbound call centre services
- Inbound call centre services.
When we talk about outbound BPOs, they cater to services like calling the business prospects and explaining them the services on behalf of the organization.
Contrarily, the inbound call centre caters to handling all the incoming customer inquiries for the business.
Both inbound and outbound support are important for any business as reaching out to the customer whenever they need is significant.
When we talk about the significance of outbound support, some basic features define its impact on service-providing organizations.
Here we pen down the significant functions that you can leverage outsourcing outbound support to an external partner:
Getting an established communication system
Taking an outbound call support, your business can leverage the perks of an established communication system. Since outsourcing allows businesses, get experts on board and that too amid a limited budget, so it is a great option rather than investing in hiring and training.
Not only is this, but outsourcing help companies save time, and collect detailed information for future use. Outsourcing the call support, the partner records all outgoing calls and researches the customer queries well to understand their requirements.
This way outbound agent handles all calls with care and makes sure that all the customer requirements are heard and resolved.
Helps to determine the reason for queries
With outbound call centre services on-board, agents help to determine the reason for queries. In the outbound calling services, agents on behalf of the business call potential and loyal customers trying to explain the business services.
The outbound callers also try to know the requirements of the customers and then inform the same to the business so that adequate changes are made on time to woo the client.
Without outbound support, a business requires to hire and train agents in-house to take care of calling the customers and marking their inquiries.
Having a team to handle the outgoing calls with swiftness can cost high, which is why it is better to outsource these functions. Outsourcing provides result-driven services as it provides experienced agents who can handle all calls and can disseminate information with ease of wooing the customer.
Moreover, outbound support also helps in:
- Establishing contact with prospective customers.
- Qualifying leads easily.
- Helps in making appointments on behalf of the sales team.
- Gives a satisfactory customer experience with a good service explanation.
- Encourage to repeat orders.
- Increasing conversations and knowing customer’s interests.
- Debt-collection assistance.
Automated dialing solutions
Outbound call support service is no more about manual calling experience. The automated functions have revolutionized the ways outbound services were taken care of before.
Nowadays we have there are three types of automatic dialers for agents, check out:
This dialer system gets the agent all the required information about the call that is ready to go. The information relates to the potential customer’s name, the services taken by her/him earlier, which helps the agent relate to the customer properly. This type of dialer system helps to eliminate any mistake possibility and helps the agents read the customer’s history before reaching out with services.
With the help of this dialer system, an agent can easily connect to the next contact immediately. The previous conversation ends and the next connection is connected automatically.
How is the system controlled? Check out below:
- A pacing algorithm looks after each calling system.
- The agents’ call duration is checked by the system and the next call is automatically connected no sooner the call ends. This helps to avoid any hassle in the work of the outbound caller.
- The system synchronizes ‘contact rate’ depending on the agents’ availability.
Reducing the risk of call abandonment, progressive dialer helps agents with automatic dialing. This technology can easily disconnect a call when a customer is not available to pick. It disconnects calls after a certain number of seconds.
Calls at a significant time
With the help of an outbound call centre, the business gets agents who can determine the ideal time of calling. Moreover, your organization receives debt collectors and campaign organizers who work on your business’s behalf.
Outbound calling is all about influencing the customer with the services and to make sure that the caller is interested in the business services, it is essential to call at an adequate time.
With limited in-house agents, it is not easy to reach the customers in their free hours, which is why outsourcing helps a lot.
There are times when a customer would call in any odd hour, thus outbound calling agents help to receive and answer calls in odd hours like in the morning at 5 or at midnight.
Thanks for reading!