There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. It was a time-consuming process that didn’t always achieve the optimum ROI. Fortunately, times have significantly changed. Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research. In essence, they exist to increase sales, ensure customer retention and promote your brand.Â
So, what is outbound call, exactly? At TeleDirect, it consists of dedicated call agents whose job it is to find, verify and qualify leads. They may do this through cold calls, warm calls, callbacks and follow-ups. For companies in need, they even perform fundraising. In contrast, inbound call agents receive calls and perform exceptional customer service by answering questions, taking orders and resolving customer complaints. These calls also offer the perfect time to qualify potential leads.
Let’s explore the difference between inbound and outbound calling and which might be suitable for your business and your goals. Keep in mind that no two outbound call centers are the same. TeleDirect is committed to your success. It’s why we’ve gone from a small answering service to a national business process outsourcer.
Now, back to business. What is an outbound call, and how can it benefit your company?
Difference Between Outbound Calls From Inbound Calls
Inbound calls are calls coming into the call center. Potential customers might be calling to ask questions about your product or service or current customers looking for support. The calls tend to be customer-service focused, with people generally calling for one of the following reasons:Â
- Placing an order or calling for information
- Scheduling an appointment
- Looking for technical or other type of support
- Initiating a complaint or requesting a refund
As you can imagine, receiving these types of calls requires a call agent well-versed in your product or service and voice. They are an extension of your brand, committed to increasing brand loyalty, providing exceptional service and encouraging first-time or repeat sales. These call agents also require a certain level of patience and compassion.
Now, to answer, what is an outbound call center? Outbound calls are calls going out to potential or existing customers. These dedicated call agents are sales-focused, promoting a positive experience while increasing interest in your business. They are dedicated to generating and qualifying leads, moving potential customers further along the sales funnel. Outbound calls usually fall into one of the following categories:Â
- Generating and verifying high-quality leads
- Converting leads into sales
- Setting appointments and performing follow-up reminders
- Performing market research
- Improving customer satisfaction and brand loyalty by following up after a sale
- Telemarketing
- Fundraising for nonprofits
An outbound call agent requires deep knowledge of your product or service and target market. Sales savvy, they are skilled at instilling interest, upselling and closing the deal or scheduling an appointment, depending on your company’s preferences.
Benefits of Outbound Calling
Why is outbound calling important? One of the main reasons is the proactive nature of outbound calling. Instead of waiting for a potential customer to call you, our dedicated agents contact them. Instead of waiting for existing customers to call to place another order, they contact them, building strong relationships and asking for feedback. These actions increase your brand awareness, customer loyalty and sales.
Generating new leads and increasing revenue are two main reasons our clients turn to us for outbound calling services. Our lead response management team is the best in the field. From your brand’s voice to your mission statement and culture, they have a deep understanding of your business and its benefits. They help prospects understand these benefits, too. Are you extending your reach to different time zones? Our outbound call services are there for you, 24/7.
Take Your Business to the Next Level With TeleDirect’s Outbound Calling
Have we answered what is an outbound call and why our customers turn to TeleDirect? In essence, they know we are a reflection of their brand and that our U.S.-based call agents are the best and most extensively trained in the industry. Of course, we don’t expect you just to take our word for our stellar performance.Â
We use data, particularly key performance indicators (KPIs) and call center metrics, to measure our results. A few of the many KPIs we measure include the quality of the conversation and the agent’s sales rate and conversions. These data points include how many qualified leads they generated, the number of deals they closed and how your customers moved through the sales funnel.
Are you ready to take your business to the next level with outbound calling? Our team is here to help. To learn more about the benefits and features of outbound calling or to schedule a consultation, contact TeleDirect today.
FAQs
What is an outbound call center?
As the name implies, an outbound call center places outgoing calls. The focus of these calls may be to generate leads, call back prospective customers and follow up on previous conversations. These agents also call regarding scheduled appointments to improve show rates and perform fundraising for nonprofits.
Why is outbound calling important for business?
Outbound calls are essential to a company’s success. While some businesses believe cold calls directed toward prospects who have not shown interest are a waste of time, statistics show otherwise.Â
According to Finances Online, companies who feel cold calling is ineffective experienced 42% less growth than those who thought it worthwhile. At TeleDirect, our dedicated call agents also perform warm calling, reaching out to referrals or prospects who may have previously shown interest.
What are the best practices for outbound calling?
One of the most important practices for outbound calling is ensuring the dedicated call agents are trained extensively in your business model. They represent your brand and should treat your potential customers the same way you and your team do, with respect and making them feel valued. The conversation should be empathetic and conversational instead of robotic and indifferent. As the saying goes, you only get one chance to make a good first impression.
When performing warm calls, using a customer relationship management (CRM) tool is critical. This information ensures we know the client’s history and any previous calls. It helps agents understand the person’s pain points and how you can resolve them. Additionally, speaking to them with this prior knowledge ensures they feel valued and heard.Â
Last but not least, best practices for outbound calling include knowing the state and federal laws to ensure compliance.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.
