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What is an Outbound call center and how does it work

By Abhijit Phadke


An outbound call center is one in which the call center agents make outgoing calls to people.

These outbound calls can be made for many reasons. Some of them could be with the purpose of making sales to prospective buyers, or they could be collection calls to remind a customer of overdue payments, and still others could be welcome calls or service calls that a company makes to its existing customers.

To understand how outbound call centers work, let's take the example of a telephone service provider, that makes several types of outbound calls to customers.

An example:

Some of the agents will be required to make a welcome call to new customers who join the company's network. These are simple information calls to explain to the new customers about the various features of the company's product.

The company could also have outbound call centers for bill collections. The agents in these centers have the responsibility of calling up customers and remind them of due dates, and overdue payments.

Next, the company can also have teams that call up customers for resolving their technical and other service related complaints. These are typically complaints which the inbound call center could not resolve at the time when the customer first made the complaint.

There could be other agents required to do sales outcalling to prospective business clients, who inform the prospects about the companys products and services with the intention of making sales.

So, to make a long story short, outbound call center agents can have a wide variety of work-roles assigned to them, and its likely that these agents will often be moved from one process to another based upon their level of intra-personal skills.

Types of Outbound call centers

Similar to inbound call centers, the outbound call centers can also be either domestic or international depending on whether the agents are required to call people within their country or outside.