The call center is a household name in business today. The costs of outsourcing inbound and outbound calls have made the call center big business, and there are now many providers both onshore and abroad.
Telemarketing achieves a healthy ROI, especially for low-cost service providers such as utilities and telecommunications. At the same time, inbound call centers have proven to be successful with customer service and technical support for customers.
A call center is usually large format, either open plan or with cubicles. These centers are usually open 24 hours a day, 7 days a week, 365 days a year.
How an Outbound Call Center Can Help With Generating Leads and Sales
While you of course have the choice of many marketing methods to improve your sales, here are 5 reasons why many customers rely on outbound call center services to improve their sales channel:
It is cheaper to use a call center than simply asking your office staff to call potential clients. The call centers are huge, have well-trained and experienced agents, make many calls per hour, and are staffed 24/7. It would cost you a small fortune to replicate the work they do.
- Instead of putting your staff to work to get leads, you can put them to work on other projects necessary for the success of your business.
- Call centers have trained agents who know how to follow a script, build rapport with clients, and provide the technical information that a potential client might request. Also, these agents have often specialized in your industry. Finally, in addition to training, they also have a lot of experience in dealing with all types of clients.
Technology Used By OutBound Call Centers
The technology used by outbound call centers has transformed the industry, tripling the number of contacts per hour.
Here are four examples of technology currently being used to improve agent work efficiency:
- A predictive dialer calculates variables such as the number of calls to make based on the connection speed. It also collects data in real time and collects call statistics from an agent.
- A power relationship marker will balance the relationships between calls and agents.
- A progressive dialer determines how many calls a call center telecommunications system must make based on the number of agents available to handle these calls.
- A preview marker provides a quick review of the previous customer contact. An agent is most effective if he has some insight into past interactions with the prospect.
It is also important that a call center complies with the TCPA, that is, that it complies with the regulations of the Telephone Consumer Protection Act. As a result, there are safety measures in place when a call center uses automatic dialing technology.
What Kind of Call Center to Use
If you are thinking of increasing your leads with telemarketing, you may be feeling confused about what type of call center to use for the services you need.
Here is a simple explanation to clarify the different types of call centers:
Although call centers specialize in inbound and outbound calls, this does not mean that one facility is just an inbound call center while another is just an outbound call center.
What usually happens is that a call center is divided into two specialized units: those that handle incoming calls and those that handle outgoing calls. However, if you specialize in making more inbound calls, say, more than 50%, it is called an inbound call center. If you specialize in a higher percentage of outgoing calls, it is called an outgoing call center.
This specialization is necessary for 3 main reasons:
- The nature of the calls is different, requiring agents to use different skill sets.
- The technology used may also be slightly different. For example, incoming calls do not need to use dialer technology.
- Clients rarely want both services; they usually want one or the other. If customers need to generate sales and provide customer service or technical support, they can divide the work into two separate operations.
Should You Use a Call Center?
One of the biggest benefits for businesses when using a call center is that their customers will speak to a real person. Today, there are many options for interacting online, including chatbots; however, speaking to a real person is preferred for a large group, and when you are available to clients, you are more likely to achieve a better result for your business.
Not all call centers are created equal, so you'll need to do your homework before deciding on a service provider.
Most countries have call centers so you won't have to go abroad, you can outsource in the country and choose the right call center in Australia, England or wherever your company is located.
Language is essential, and hearing a real person speak using their jargon and with a similar accent provides security and reliability. Remember, happy customers are good for business.
Are you interested in how outsourcing improves business? See these article.
What Is an Inbound Call Center?
Lead Generation Challenges Faced by the Outbound Call Center Team
