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Topics: Call Centers

If you were asked to picture a call center, you’d probably imagine a number of customer service representatives sitting at desks, wearing headsets, and answering calls from your customers. They might have computers or other technology to assist them in doing their jobs. 

While there might be some truth to the image, you have a fairly incomplete picture of the call center’s capabilities. In fact, the image completely ignores the outbound call center—which could be just what your company needs.

5. Contact Customers

One of the major limitations of the inbound call center is you have to wait for customers to contact you. Unfortunately, statistics suggest that customers only get in touch when they have a problem—and even then, they might simply stay silent. In fact, for every customer who does get in touch with you, it’s estimated that another 26 do not

That’s a lot of customers! An outbound call center can help you resolve this problem. Naturally, you want to hear from all of your customers, especially those who are having some difficulties with your product or service. A customer who struggles in silence is a missed opportunity to create a great customer service experience. Outbound call centers can help you miss fewer of those opportunities.

4. Get Feedback from All Quarters

Another problem with silent customers is that you don’t know what they think of your company or their latest interactions with your brand. You might think you’re doing a good job, but those 26 silent customers think otherwise. Or you may think your customer service needs to be vastly improved—but those 26 customers who stayed silent are already incredibly satisfied. 

An outbound call center can help you get a better handle on how you’re really doing. First, the call center can contact more customers. By collecting more feedback, they can get a better sampling of customer opinion. That data can then be analyzed to give you more insight into how you’re really performing on the customer-service scale.

3. Reach New Customers

Every business is concerned with growing its operations, and one of the best strategies for increasing sales is to reach new and potential customers. Outbound services can help you achieve that goal by contacting prospective customers—people who have maybe interacted with your brand, but have yet to make a purchase.

2. Build Your Brand

Customer experience is vital to building your brand and your reputation among your customers. Fostering positive interactions with your brand is one of the best ways to support the identity you already have or want to build, and an outbound call center can help you get there.

How? The outbound call center allows you to reach out to people, including existing customers and potential new ones. People usually like when a firm takes the initiative to be in touch with them—it shows you care about them as people, not numbers. Outreach also allows you to contact customers who may be silent and resolve issues they may be experiencing, which provides a more positive experience.

1. Increase Sales

It should be obvious now that an outbound call center can do a lot of positive things for your firm. With those effects in mind, it’s also easy to see just how outbound call center services could help you increase your sales. Existing customers who have positive experiences are likely to stick with you, becoming repeat customers (and often increasing the value of their purchases as time goes on).

Satisfied customers can help you attract new customers, acting as brand ambassadors as they recommend you to friends and family. This word-of-mouth marketing works in tandem with your outbound efforts to reach new customers. If you want to grow your business, an outbound center should be on your list of strategies.

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Kenny Johnston

Kenny Johnston

Kenny brings over 20 years of industry experience to his role as president of Bill Gosling Outsourcing. He began his career in the United Kingdom in 1993, and has progressed his way through the ranks to his current role. Kenny is responsible for operational budgets, developing client relationships, and working to create the long-term vision, business philosophy, and company culture that Bill Gosling Outsourcing aspires to.

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