What is an Outbound Call?

Inbound and outbound calls are the two types of calls used by business process outsourcing businesses. The process is deemed an outbound call when an agent starts a call from a call center services delivering location to the targeted customers on behalf of the call center.

Outbound call agents attempt to obtain information about the services or deliver information to customers about the plans or services offered on their behalf. 

Outbound calls are typically done from call center outsourcing stations to raise funds or initiate telemarketing, research, or surveys about the services provided to clients. Telemarketing businesses reach out to their customers and follow their provided contact list. Outbound calls are used for various surveys and to verify client information.

Read: Inbound vs outbound

 

Types of outbound call center services?

We’ve discussed some of the many functions that outbound call center services can provide, but let’s dig a little deeper:

Telesales

Telesales is the act of selling a product or service over the phone, and it’s perhaps the most common form of outbound call we’ve all received. Ideally, these calls should be based on statistical characteristics so that the good or brand being marketed is relevant to the person receiving the call.

In many cases, telesales entails following a script that aims to persuade the call recipient to take action, whether buying something or signing up for further information.

 

Lead Generation

One of the most prevalent outbound call center services is lead creation. A marketing team uses an outbound call center to contact potential customers.

The purpose of lead generation is to get a percentage of the people you call to take the next step toward buying your product or service. Outbound calls are vital for lead generation because they allow you to make targeted contact with potential consumers rather than being lost in a mass email blast or spam cold calls.

 

Qualifying Leads

Lead qualification is another typical outbound call center function in which an outbound call team analyses whether a lead is a good fit for the company. To evaluate if they’re a good fit, they could inquire about the prospect’s budget, timeframe, or project scope.

Lead qualification can also assist in determining which decision-makers are participating in the purchasing process and whether any objections need to be overcome. The lead qualification allows salespeople to avoid losing time on people who will never buy the marketing product or service.

 

Reminder & Welcome Calls

Reminder calls are used to remind people of a task they need to do, such as attending a conference the next day, paying a past-due debt, submitting paperwork, and so on. Welcome calls pave the way to new customers or clients, and they’re incredibly beneficial for integrating those who have just joined up for a product or service.

One of the most important components of a welcome call is setting the correct tone — you want to make the customer feel as if you value their business and are looking to continue the conversation.

 

Surveys and Market Research

Outbound call centres are frequently used by businesses to perform surveys and market research. Businesses can use this method to discover what their intended audience thinks, feels, wishes, strives to, and so on.

Consider a huge cell phone firm that wishes to know why customers switch carriers. They might conduct surveys via outbound calls and provide a prize such as a gift voucher or a free month of service as an incentive. After receiving the survey data, they can make more informed decisions about what products and services to provide and how to sell and position them.

 

Upsell/Cross-Sell

Outbound calls are also a wonderful way to check-in with existing clients to see how things are doing and address any queries or concerns.

If customers are satisfied, you can upsell them on a more expensive version of their existing product/service or cross-sell them on additional goods that will enhance their experience. Upsells and cross-sells must be done with sensitivity and only to please customers; but, when done correctly, they can benefit both the customer and the bottom line.

Related: Outbound calling Tips

 

How to manage outbound calls in the best way?

The first phone call is the significant moment of your outbound calls plan. Even with a solid base of a qualified prospect list and a good script, bedside manner is critical. There is a plethora of information available on making the most of cold calls, warm calls, survey calls, and any other type of call. In summary, here is a quick checklist to ensure a successful outbound call:

 

Spark their interest

It’s critical to get a call off to a good start. If an agent fails to stimulate a prospect’s interest, the customer will not suffer greatly if the latter simply hangs up. Call the prospect by their name and demonstrate that you care about them, their issue, and how to improve it. Don’t sound like a robot, and avoid the trap of focusing the conversation on oneself.

 

Make them feel important

Make the client feel like you’re calling for a cause right away. Mention anything you know about their company that relates to your ultimate aim. This is why it’s important to perform your research and only work with competent leads about which you have some knowledge.

 

Don’t make false promises

If you can ignite the prospect’s interest on the first call, you’ve succeeded. However, resist the urge to make commitments quickly, especially if the call is going well. If you make commitments to a prospect before you know the details of their position and then fail to follow through, you will lose that prospect’s trust forever.

 

Make an appointment for a follow-up meeting

Once you’ve grabbed the prospect’s curiosity, schedule a follow-up meeting. This way, you’ll be able to end the call on a high note and appropriately prepare for the follow-up call. You’ll come out as more competent and professional, which will impress a potential client.

Also Read: Proven Outbound Sales Call Scripts

 

 

NeoDove outbound calling features

NeoDove sales enagement software is a mobile-based solution that provides end-to-end tech-enabled business communication and reporting. It ensures that all divisions, processes, and aspects of the business can interact consistently. Any organization’s employees can simply manage, analyze, and arrange outbound communication in real-time.

You can also simply reach out to prospects via voice calls, email, or WhatsApp messages to keep them updated on your products or services, giving you greater clarity and control over their decision-making process.

Related: Outbound calling Complete Guide

 

Conclusion

Outbound call centres are an important part of their sales, marketing, and customer service activities for many businesses. You make phone calls to prospects and consumers to conduct market research, create leads, and more. However, to ensure smooth call center operations, you should have a great outbound plan in place. 

Outbound call center requirements such as call recorders and auto-dialers, for example, are critical for streamlining operations and increasing agent efficiency. It’s also critical to plan your campaigns ahead of time and regularly examine what you can do to improve client satisfaction. So why wait? Take the benefits of outbound call center services and expand your business.