An efficient outbound call center is essential for businesses that are looking to expand operations. For this reason, many startups and small to medium businesses are implementing outbound call center operations. When done correctly, they are able to increase sales and make good impressions among potential and existing customers.
What Is an Outbound Center?
Technically, a call center has two types: inbound call center and outbound call center. The former is dedicated to answering calls from customers for purposes such as technical support and customer service. Outbound call center, on the other hand, is dedicated to making calls to existing and potential customers for a wide array of purposes. This includes lead generation, telemarketing, fundraising, proactive customer support, and more.
Outbound call centers may use automatic dialers to make a large volume of calls. Once customers answer, an Interactive Voice Response (IVR) system distributes calls to available call center agents. Nonetheless, outbound call center agents may also dial manually if a company prefers to do their outbound operations that way.
A company uses Key Performance Indicators (KPIs) in evaluating the performance of call center agents. In an outbound call center, the most common metrics that companies use are conversion rates, first call close, and occupancy rate.
What it’s like in an outbound call center
Working in an outbound call center is tough. Outbound call center agents need to make calls not knowing whether the receiving end is willing to answer a call or not. They don’t know what their call is interrupting. It can be dinner time, hence why some customers are already irritated upon answering the call. This emphasizes the need for excellent outbound call center agents who can make customers feel that the purpose of the call is something valuable to them to the extent that they would be willing to postpone eating a scrumptious meal.
Outbound call center agents must also be cautious of the laws that regulate telemarketing. They need to know the specific hours that they can make calls in certain countries. For example, agents can only make cold calls between 8:00 am and 9:00 pm in the United States. There are also numbers that they simply cannot call. To know more about the dos and donts in calling customers, read this blog.
Outbound Services Offshore
A company may operate a call center in-house or outsource it to a BPO firm. In doing outbound call center operations internally, however, you need to spend on hiring skilled professionals and maintaining call center equipment. This can make the benefit of an outbound call center in increasing sales useless all of a sudden. In consequence, many companies are choosing to offshore this task instead. At a cost-competitive price, they can already obtain the talent and equipment to start an outbound campaign immediately.
Anderson Group BPO is ready to handle your business to business or business to consumer outbound calls. Our team of reliable agents can help your business achieve goals in reaching customers, be it to streamline the sales process, boost customer satisfaction, or increase sales. Our Quality Analysts will monitor our agents’ calls so we can be an optimal support to your business.
Here are the outbound call services that we provide:
Boost your fundraising initiatives with outbound call services. Reach outlying markets that are not in the online space with emphatic solicits.
Benefits of Outsourcing Outbound Calls
By outsourcing outbound calls, you can take advantage of the following perks.
You can incur a lot of cost savings when you offshore your call center services. First of all, you will no longer think about getting the essential call center tools for outsourced call center agents. Outsourcing also lets you take advantage of lower labor costs. At a cost-competitive price, you can have a team of world-class outbound call center agents that are capable to improve your business revenue.
Greater focus on core competencies
For a moment, imagine that you are operating your outbound call center on-site. Quite a messy picture, right? In choosing to do it in-house, you would need to train and manage staff, as well as purchase the right call center equipment. It is also unavoidable for outbound campaigns to cause disruption in the work of your other employees. In outsourcing, you can free yourself from these burdens. Your in-house employees can also work as productive as possible.
A boost in revenue
Call center agents in a BPO firm undergo extensive training to meet sales requirements. They are also empowered with the tools to accomplish their task efficiently. Additionally, BPO firms have team leaders and Quality Analysts to guarantee that every call is high in quality.
Maximized business productivity
Finding qualified candidates to build your own outbound call center team denotes a tedious process. Outsourcing allows an instant access to skilled professionals that can help you meet your goals in reaching customers. You can skip the hassles of sourcing and interviewing potential candidates.
Enhanced business reputation
Your business reputation is on the line every time an outsourced call center agent calls a potential or existing customer. This is why it is important that you choose a reputable outsourcing solutions partner. Pick the provider that is capable not only to be an extension but also an ambassador of your brand.
Industries That Offshore Outbound Call Services
Outsourcing outbound call center helps a business increase revenue while reducing operational expenses. As a result, many businesses are availing outbound services offshore. Some of the most common industries that outsource outbound call center are as follows:
IT and Software
When to Outsource Your Outbound Call Center
To determine whether it’s time to outsource outbound call services, think about its impact on your business. To help you, below is the list of reasons why several businesses choose to offshore their outbound call center:
- Increase sales
- Make an awesome impression among customers
- Maximize the productivity of the in-house sales team
- Boost customer satisfaction
- Lessen operational costs
- Free up internal resources
- Save time in training and managing staff
- Avoid disruption in the work of other employees
- Access world-class resources
- Obtain skilled professionals
- Stay ahead of the competition
- Expand business cost-effectively
Outsourcing in the Philippines
Who are the major powerhouses of BPO?
- India – US $ 154 Billion in revenue (2017)
- China – US $ 130.9 Billion (2015)
- Philippines – US $ 22.9 Billion in revenue (2016)
Why the Philippines?
- English is our adopted language
- Produce 450,000 college graduates annually
- Has low Philippine currency exchange rates
- Offers the cheapest office spaces in Asia
- Our government supports BPOs with PEZA Tax benefits
- No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)
- 2nd in non-voice complex services
- Top 3 IT-BPO global locations, after India and China
- In the Top 10 worldwide outsourcing destinations
How do I start outsourcing?
Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.
- Identify the challenge that you want to address through outsourcing.
- Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
- Choose one vendor from your list. Look for its contact information and reach out.
- Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.
The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.