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 Call 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 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.
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 the 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 calls so we can be an optimal support to your business.
Here are the outbound call services that we provide:
- Appointment Setting
- Lead Generation
- Data Validation
- Welcome Call to New Customers
- Return Call
- Reminder Call
Benefits of Outsourcing Outbound Calls
By outsourcing outbound calls, you can take advantage of the following perks.
You can save a lot on operating costs when you offshore call center services. To further, you will no longer think about getting and maintaining essential call center tools for outsourced call center agents. Outsourcing also lets you take advantage of low labor costs. At a cost-competitive price, you can have a team of world-class outbound call center agents that can improve your revenue.
Greater focus on core competencies
For a moment, imagine that your outbound call center is within your company. Quite a messy picture, right? You need to train and manage staff. You will also need to purchase the right equipment. Outbound campaigns can also cause disruption in the work of your other employees. In outsourcing, you can free yourself from all these worries. With the right BPO partner, you and your in-house employees can focus on your core competencies.
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. Team leaders and Quality Analysts also guarantee the efficiency of agents in helping businesses.
Maximized business productivity
Finding qualified candidates to build your own outbound call center team is a tedious process. Outsourcing enables an instant access to skilled professionals that can help you meet your goals in reaching customers. You don’t need to spend time on recruiting and managing staff anymore.
Enhanced business reputation
Your chosen BPO firm will serve as an extension of your brand. They will be your frontline employees. Your business reputation is on the line every time they call a potential or existing customers. This is why it is important that you choose a reputable and credible partner.
Industries That Outsource Outbound Calls
Outsourcing outbound call center helps a business increase revenue while saving on costs. As a result, many businesses are availing outbound services offshore. Some of the most common industries that outsource outbound call center are as follows:
- Legal Services
- Financial Services
- 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 businesses outsource outbound call center services offshore.
- 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
It goes without saying that all of these can only be possible with the right BPO Company.
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)
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
The Anderson Advantage
The business landscape is evolving rapidly and as a business, it takes more than passion and will to stay ahead of the competition. You will need strong tactics with all the support you can get in the most cost-effective way. Expanding your business with us gives you access to a suite of comprehensive solutions and world-class services allowing you to rival with companies alike and even compete with the big businesses. We aim to empower your business and provide coherent support for you to be able to reach your goals.
Global expertise, Global Standards
We are ISO 27001:2013 certified which guarantees you that all your company’s data is secured.
Get access to a vast pool of talents giving your brand experts in specific fields when you need it.
An Extension of Your Brand
When you succeed, we also succeed. We aim to help you build a strong and robust extension of your business.
There is no one size fits all solution for all businesses. We make sure that we deliver a customized concoction that is compatible with your brand.
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.
If you want to know more about this opportunity, don’t hesitate to contact us. We are more than happy to help you!
Business Development Manager
Anderson Group BPO, Inc.
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