What is an outbound call center? It is that call center which specializes in making calls to various customers or prospective customers on behalf of a company, business or client.
The calls received by call center executives are called inbound calls whereas the calls made by them are called outbound calls. The purpose of these outbound calls can be to make sales, share or collect some information that includes telemarketing, surveys and verifications etc. It could also be for promotion of certain schemes for the existing customers.
An outbound call center generally has targets to achieve unlike an inbound call center. If it aims for selling, there will be sale targets. Also, the cost per call, the revenue collected, agent performance etc are some metrics that an outbound call center uses. An outbound call center also has to take care that it does not disturb, offend or annoy people. There are people who enlist their names and numbers in a do-not-call list.
Some call centers try to get the list of numbers illegally to increase their business and may sometimes land up in trouble. It is important for an outbound call center operator to respect the privacy and preferences of these people and remain under the limits of law.
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