Most call centers make some outbound calls to their customers or prospects. Not all call centers are good at outbound calling. This is because outbound calling is difficult to manage efficiently. Outbound call centers have to balance overhead and agent costs with the difficulty of reaching people by phone. This is made even more difficult today with call blocking applications on most mobile phones. Making an outbound call and actually reaching a customer is quite difficult. Outbound calling tools described in this category help make outbound calling more efficient.
Frequently Asked Outbound Questions
An “outbound call” is a call made from a call center to a customer. The call is called an “outbound call” because it is going out from the call center to the customer (as opposed to an “inbound” call which is coming into the call center from a customer).
An outbound call center is a call center that makes outbound calls. Almost every call center makes some outbound calls, however, some call centers specialize in outbound calling. Typically, these outbound call centers are good at managing how efficient their agents are (as outbound dialing can be very inefficient as it is difficult to get a dialed party to answer a call).
Outbound calling is the the act of placing calls from a call center to a customer.