The call centre is a household name in business today. The costings of outsourcing outbound and inbound calls have made the call centre big business, and now there are many providers both onshore and offshore.
Telemarketing, achieves a healthy ROI particularly for low-cost service providers like utilities and telecoms. At the same time, inbound call centres have proven successful with customer service and technical support for customers.
A call centre is usually in a large format footprint, either open plan or with cubicles. These centres 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, of course, you have the option of many marketing methods for improving your sales, here are 5 reasons why many customers rely on outbound call centre services to improve their sales pipeline:
- It is cheaper to use a call centre than simply asking your own office staff to call prospects. Call centres are massive, 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 that 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 centres have trained agents who know how to follow a script, build rapport with customers, and provide the technical information a prospect might ask about. Moreover, these agents have often specialized in your industry. Finally, besides training, they also have plenty of experience dealing with all kinds of customers.
Technology Used By OutBound Call Centers
The technology used by outbound call centres has transformed the industry, tripling the number of contacts per hour.
Here are four examples of the technology now being used to improve the efficacy of an agent’s work:
- A predictive dialer calculates variables like the number of calls to make based on the connection rate. It also gathers real-time data and collects an agent’s call statistics.
- A power ratio dialer will balance calls to agent ratios.
- A progressive dialer determines how many calls a call centre’s telecommunication system needs to make based on how many agents are available to handle these calls.
- A preview dialer provides a quick review of previous customer contact. An agent is most effective if they have some idea about past interactions with the prospect.
It’s also important for a call center to be in TCPA Compliance, i.e. in adherence with the regulations of the Telephone Consumer Protection Act. As a result, safeguards are in place when a call centre uses automated dialling technology.
What Kind of Call Center to Use
If you’re thinking of increasing your leads with telemarketing, you might be confused about what kind of call centre to use for the services you need.
Here is a simple explanation to clarify the different types of call centers:
Although call centers specialize 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 divides into two specialized units: those that handle inbound calls and those that handle outbound calls. However, if it specializes in doing more inbound calls, say, over 50%, it’s called an inbound call center. If it specializes in a larger percentage of outbound calls, it’s called an outbound call center.
This specialization is necessary for 3 main reasons:
- The natures of the calls are different, requiring agents to use different skill sets.
- The technology used may be slightly different, too. For instance, inbound calls don’t need to use dialer technology.
- Rarely do customers want both services; they usually want one or the other. If customers do happen to need to generate sales and provide customer service or technical support, they can split the work into two distinct operations.
Should You Use a Call Center?
One of the biggest benefits to business from using a call centre is that your customers will speak to a real person. Nowadays, there are many options to interact online, including chatbots; however, speaking to a real person is preferred for a large group, and when it’s available to customers, it’s most likely to achieve a better outcome for your business.
Not all call centres are equal, so you will need to do your homework before settling on a service provider.
Most countries have call centres so you won’t have to go offshore, you can onshore your outsourcing and choose the right call centre in Australia, or England or wherever your business is located.
Language is essential, and hearing a real person speak using your lingo and with a similar accent provides security and trustworthiness. Remember, happy customers, are good for business.
Are you keen to know how outsourcing improves business? See this article.