Outbound Calls

Introduction

An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising. Outbound calls can be made to existing customers for renewal services, contact list updates, payment related queries, market research or preemptive customer service.

What is the Role of Outbound Calling

Outbound calls are when a business calls customers instead of waiting for them to contact the business. They help with the following -

• Find new customers and promote products
• Check with the customers and solve issues before they escalate
• Call customers for surveys and reviews
• Notify customers about upcoming appointments
• Inform customers about discounts, offers, or new products

What is the Difference Between Inbound and Outbound Calls?

Inbound calls are reactive calls that come from customers who want support and have some queries or questions about a product or service. Outbound calls on the other hand are proactive calls made by businesses for sales and promotions.

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