What Is An Outbound Contact Center?

Understand what an outbound contact center is and how it benefits businesses.

what-is-an-outbound-contact-center.jpg

What Is An Outbound Contact Center?

Understand what an outbound contact center is and how it benefits businesses.

what-is-an-outbound-contact-center.jpg

What Is An Outbound Contact Center?

Understand what an outbound contact center is and how it benefits businesses.

what-is-an-outbound-contact-center.jpg

What Is An Outbound Contact Center?

Understand what an outbound contact center is and how it benefits businesses.

what-is-an-outbound-contact-center.jpg

For many companies, the contact center is the primary hub for interacting with customers. Whether it’s through a good old-fashioned phone call or an internet-based channel like social media, they serve to connect with consumers.

Of all the types of contact centers, the one that’s most focused on converting relationships into income would be the outbound contact center. But what is it, exactly, and how does it serve an organization?

We’re here to help you figure it out.

For many companies, the contact center is the primary hub for interacting with customers. Whether it’s through a good old-fashioned phone call or an internet-based channel like social media, they serve to connect with consumers.

Of all the types of contact centers, the one that’s most focused on converting relationships into income would be the outbound contact center. But what is it, exactly, and how does it serve an organization?

We’re here to help you figure it out.

For many companies, the contact center is the primary hub for interacting with customers. Whether it’s through a good old-fashioned phone call or an internet-based channel like social media, they serve to connect with consumers.

Of all the types of contact centers, the one that’s most focused on converting relationships into income would be the outbound contact center. But what is it, exactly, and how does it serve an organization?

We’re here to help you figure it out.

For many companies, the contact center is the primary hub for interacting with customers. Whether it’s through a good old-fashioned phone call or an internet-based channel like social media, they serve to connect with consumers.

Of all the types of contact centers, the one that’s most focused on converting relationships into income would be the outbound contact center. But what is it, exactly, and how does it serve an organization?

We’re here to help you figure it out.

Before anything else: Is there a difference between a call center and a contact center?

Before anything else: Is there a difference between a call center and a contact center?

Before anything else: Is there a difference between a call center and a contact center?

Before anything else: Is there a difference between a call center and a contact center?

call-center-vs-contact-center.jpg

For a lot of folks, a “call center” and a “contact center” are the same thing—it’s that department in the company that handles either outreach (sales, collections reminders, etc.) or customer service (technical support, account queries, etc.). But there is, in fact, a distinction between these two terms.

Call centers only ever use phone calls to connect with customers.

Contact centers are omnichannel; they use other means of communication like email, social media, SMS, etc. on top of phone calls.

So should you stop using these terms interchangeably? Not necessarily. You can treat them like synonyms when you’re having everyday conversations. But when you’re looking for solutions to support your business, knowing the difference will help you get exactly what you need.

For a lot of folks, a “call center” and a “contact center” are the same thing—it’s that department in the company that handles either outreach (sales, collections reminders, etc.) or customer service (technical support, account queries, etc.). But there is, in fact, a distinction between these two terms.

Call centers only ever use phone calls to connect with customers.

Contact centers are omnichannel; they use other means of communication like email, social media, SMS, etc. on top of phone calls.

So should you stop using these terms interchangeably? Not necessarily. You can treat them like synonyms when you’re having everyday conversations. But when you’re looking for solutions to support your business, knowing the difference will help you get exactly what you need.

For a lot of folks, a “call center” and a “contact center” are the same thing—it’s that department in the company that handles either outreach (sales, collections reminders, etc.) or customer service (technical support, account queries, etc.). But there is, in fact, a distinction between these two terms.

Call centers only ever use phone calls to connect with customers.

Contact centers are omnichannel; they use other means of communication like email, social media, SMS, etc. on top of phone calls.

So should you stop using these terms interchangeably? Not necessarily. You can treat them like synonyms when you’re having everyday conversations. But when you’re looking for solutions to support your business, knowing the difference will help you get exactly what you need.

For a lot of folks, a “call center” and a “contact center” are the same thing—it’s that department in the company that handles either outreach (sales, collections reminders, etc.) or customer service (technical support, account queries, etc.). But there is, in fact, a distinction between these two terms.

Call centers only ever use phone calls to connect with customers.

Contact centers are omnichannel; they use other means of communication like email, social media, SMS, etc. on top of phone calls.

So should you stop using these terms interchangeably? Not necessarily. You can treat them like synonyms when you’re having everyday conversations. But when you’re looking for solutions to support your business, knowing the difference will help you get exactly what you need.

What are the 3 types of call center or contact center?

What are the 3 types of call center or contact center?

What are the 3 types of call center or contact center?

What are the 3 types of call center or contact center?

Now that we know how to tell the difference between a contact center and a call center, let’s get into one of the things they have in common: the different types they come in. This is important for our understanding of what an outbound contact center is.

Remember, despite the distinction between call and contact centers, they still serve similar purposes—they both open a line of connection between a business and its customers. The types of contact and call centers primarily speak to who reaches out to whom (i.e. the types of calls and communications they deal with).

With that in mind, we have three main types:

  1. Inbound call centers or contact centers
  2. Outbound call centers or contact centers
  3. Blended call centers or contact centers

Let’s look at each of these in a little more detail.

What is an inbound call center or inbound contact center?

An inbound call center or inbound contact center is a department or organization that receives communications—typically from existing customers, but sometimes from potential customers too. Given this, agents and operations of this setup tend to focus on helping users of the product or service the business offers.

What is an outbound call center or outbound contact center?

An outbound call center or outbound contact center is a department or organization that initiates communications with potential customers or the general public. Representatives and operations of this setup tend to focus on driving awareness and conversions.

What is a blended call center or blended contact center?

As the name suggests, a blended call center or blended contact center blends the capabilities of inbound and outbound call or contact centers. This setup is ideal for companies that want or need to be agile, allowing their agents to switch seamlessly between handling incoming communications and supporting outgoing campaigns.

Now that we know how to tell the difference between a contact center and a call center, let’s get into one of the things they have in common: the different types they come in. This is important for our understanding of what an outbound contact center is.

Remember, despite the distinction between call and contact centers, they still serve similar purposes—they both open a line of connection between a business and its customers. The types of contact and call centers primarily speak to who reaches out to whom (i.e. the types of calls and communications they deal with).

With that in mind, we have three main types:

  1. Inbound call centers or contact centers
  2. Outbound call centers or contact centers
  3. Blended call centers or contact centers

Let’s look at each of these in a little more detail.

What is an inbound call center or inbound contact center?

An inbound call center or inbound contact center is a department or organization that receives communications—typically from existing customers, but sometimes from potential customers too. Given this, agents and operations of this setup tend to focus on helping users of the product or service the business offers.

What is an outbound call center or outbound contact center?

An outbound call center or outbound contact center is a department or organization that initiates communications with potential customers or the general public. Representatives and operations of this setup tend to focus on driving awareness and conversions.

What is a blended call center or blended contact center?

As the name suggests, a blended call center or blended contact center blends the capabilities of inbound and outbound call or contact centers. This setup is ideal for companies that want or need to be agile, allowing their agents to switch seamlessly between handling incoming communications and supporting outgoing campaigns.

Now that we know how to tell the difference between a contact center and a call center, let’s get into one of the things they have in common: the different types they come in. This is important for our understanding of what an outbound contact center is.

Remember, despite the distinction between call and contact centers, they still serve similar purposes—they both open a line of connection between a business and its customers. The types of contact and call centers primarily speak to who reaches out to whom (i.e. the types of calls and communications they deal with).

With that in mind, we have three main types:

  1. Inbound call centers or contact centers
  2. Outbound call centers or contact centers
  3. Blended call centers or contact centers

Let’s look at each of these in a little more detail.

What is an inbound call center or inbound contact center?

An inbound call center or inbound contact center is a department or organization that receives communications—typically from existing customers, but sometimes from potential customers too. Given this, agents and operations of this setup tend to focus on helping users of the product or service the business offers.

What is an outbound call center or outbound contact center?

An outbound call center or outbound contact center is a department or organization that initiates communications with potential customers or the general public. Representatives and operations of this setup tend to focus on driving awareness and conversions.

What is a blended call center or blended contact center?

As the name suggests, a blended call center or blended contact center blends the capabilities of inbound and outbound call or contact centers. This setup is ideal for companies that want or need to be agile, allowing their agents to switch seamlessly between handling incoming communications and supporting outgoing campaigns.

Now that we know how to tell the difference between a contact center and a call center, let’s get into one of the things they have in common: the different types they come in. This is important for our understanding of what an outbound contact center is.

Remember, despite the distinction between call and contact centers, they still serve similar purposes—they both open a line of connection between a business and its customers. The types of contact and call centers primarily speak to who reaches out to whom (i.e. the types of calls and communications they deal with).

With that in mind, we have three main types:

  1. Inbound call centers or contact centers
  2. Outbound call centers or contact centers
  3. Blended call centers or contact centers

Let’s look at each of these in a little more detail.

What is an inbound call center or inbound contact center?

An inbound call center or inbound contact center is a department or organization that receives communications—typically from existing customers, but sometimes from potential customers too. Given this, agents and operations of this setup tend to focus on helping users of the product or service the business offers.

What is an outbound call center or outbound contact center?

An outbound call center or outbound contact center is a department or organization that initiates communications with potential customers or the general public. Representatives and operations of this setup tend to focus on driving awareness and conversions.

What is a blended call center or blended contact center?

As the name suggests, a blended call center or blended contact center blends the capabilities of inbound and outbound call or contact centers. This setup is ideal for companies that want or need to be agile, allowing their agents to switch seamlessly between handling incoming communications and supporting outgoing campaigns.

Bonus content: Difference between inbound and outbound contact centers or call centers.

Inbound call centers or contact centersOutbound contact centers or call centers
Handles inbound calls and communicationsHandles outgoing calls and communications
Typically serves as a help desk or inbound sales hubTypically serves as a sales and marketing engine
Uses technology for managing and routing incoming calls like interactive voice response (IVR) and automatic call distribution (ACD) toolsUses technology for efficient outbound call flows, such as auto dialers, which use precision algorithms to ensure even cold calls comply with strict regulations for protecting consumers

Bonus content: Difference between inbound and outbound contact centers or call centers.

Inbound call centers or contact centersOutbound contact centers or call centers
Handles inbound calls and communicationsHandles outgoing calls and communications
Typically serves as a help desk or inbound sales hubTypically serves as a sales and marketing engine
Uses technology for managing and routing incoming calls like interactive voice response (IVR) and automatic call distribution (ACD) toolsUses technology for efficient outbound call flows, such as auto dialers, which use precision algorithms to ensure even cold calls comply with strict regulations for protecting consumers

Bonus content: Difference between inbound and outbound contact centers or call centers.

Inbound call centers or contact centersOutbound contact centers or call centers
Handles inbound calls and communicationsHandles outgoing calls and communications
Typically serves as a help desk or inbound sales hubTypically serves as a sales and marketing engine
Uses technology for managing and routing incoming calls like interactive voice response (IVR) and automatic call distribution (ACD) toolsUses technology for efficient outbound call flows, such as auto dialers, which use precision algorithms to ensure even cold calls comply with strict regulations for protecting consumers

Bonus content: Difference between inbound and outbound contact centers or call centers.

Inbound call centers or contact centersOutbound contact centers or call centers
Handles inbound calls and communicationsHandles outgoing calls and communications
Typically serves as a help desk or inbound sales hubTypically serves as a sales and marketing engine
Uses technology for managing and routing incoming calls like interactive voice response (IVR) and automatic call distribution (ACD) toolsUses technology for efficient outbound call flows, such as auto dialers, which use precision algorithms to ensure even cold calls comply with strict regulations for protecting consumers

Outbound contact centers for businesses

Outbound contact centers for businesses

Outbound contact centers for businesses

Outbound contact centers for businesses

Now that we’ve established what a contact center is versus a call center and what the differences between an inbound call center, an outbound call center, and a blended call center are, we can get into more detail on the outbound contact center and what it does for businesses.

What is the purpose of an outbound call center or contact center?

Outbound call centers or outbound contact centers serve many purposes. This is because outbound communications are often associated with generating leads and outbound sales. But that’s not all they’re good for—they can also be useful for other activities like market research and fundraising.

Common outbound contact center use cases include:

Telesales (a.k.a. sales calls)

This is often the first thing a business might associate an outbound call center with. Outbound customer calls are often used to follow up with people who have expressed interest in the product or service (commonly referred to as “leads”) and convince them to commit to a purchase.

Lead generation and telemarketing

Contact centers contribute to lead generation by using outbound calling and communications to not only promote products and services to potential customers, but also verify and cultivate their interest in the company’s brand. Some ways this has been done include following up on someone’s product demo experience with an appointment setting phone call or emailing a prospect who has downloaded gated content from the organization’s website.

Market research

Outbound communications can be an effective way to conduct market research and customer surveys that help to better understand a company’s target audience. Having this information helps improve performance and conversion rates plus, as an added bonus, it may even make existing customers feel valued because they’re being asked for their input.

Direct marketing

Direct marketing in an outbound call center is what many of us would recognize as cold calling. In this use case, outbound call center agents call up prospects with real purchasing potential who haven’t interacted with the company so they can try to establish a relationship.

Update or maintain your customer database

Outbound communications is also a great way to keep your customer database up to date. An out-of-date entry in your directory can mean a loss of opportunities for upselling, cross-selling, and the like. Having a campaign set up to remind customers (or perhaps even leads) to provide updates to their numbers, addresses, and other information not only helps companies maintain successful conversion rates, but also reinforces engagement.

Now that we’ve established what a contact center is versus a call center and what the differences between an inbound call center, an outbound call center, and a blended call center are, we can get into more detail on the outbound contact center and what it does for businesses.

What is the purpose of an outbound call center or contact center?

Outbound call centers or outbound contact centers serve many purposes. This is because outbound communications are often associated with generating leads and outbound sales. But that’s not all they’re good for—they can also be useful for other activities like market research and fundraising.

Common outbound contact center use cases include:

Telesales (a.k.a. sales calls)

This is often the first thing a business might associate an outbound call center with. Outbound customer calls are often used to follow up with people who have expressed interest in the product or service (commonly referred to as “leads”) and convince them to commit to a purchase.

Lead generation and telemarketing

Contact centers contribute to lead generation by using outbound calling and communications to not only promote products and services to potential customers, but also verify and cultivate their interest in the company’s brand. Some ways this has been done include following up on someone’s product demo experience with an appointment setting phone call or emailing a prospect who has downloaded gated content from the organization’s website.

Market research

Outbound communications can be an effective way to conduct market research and customer surveys that help to better understand a company’s target audience. Having this information helps improve performance and conversion rates plus, as an added bonus, it may even make existing customers feel valued because they’re being asked for their input.

Direct marketing

Direct marketing in an outbound call center is what many of us would recognize as cold calling. In this use case, outbound call center agents call up prospects with real purchasing potential who haven’t interacted with the company so they can try to establish a relationship.

Update or maintain your customer database

Outbound communications is also a great way to keep your customer database up to date. An out-of-date entry in your directory can mean a loss of opportunities for upselling, cross-selling, and the like. Having a campaign set up to remind customers (or perhaps even leads) to provide updates to their numbers, addresses, and other information not only helps companies maintain successful conversion rates, but also reinforces engagement.

Now that we’ve established what a contact center is versus a call center and what the differences between an inbound call center, an outbound call center, and a blended call center are, we can get into more detail on the outbound contact center and what it does for businesses.

What is the purpose of an outbound call center or contact center?

Outbound call centers or outbound contact centers serve many purposes. This is because outbound communications are often associated with generating leads and outbound sales. But that’s not all they’re good for—they can also be useful for other activities like market research and fundraising.

Common outbound contact center use cases include:

Telesales (a.k.a. sales calls)

This is often the first thing a business might associate an outbound call center with. Outbound customer calls are often used to follow up with people who have expressed interest in the product or service (commonly referred to as “leads”) and convince them to commit to a purchase.

Lead generation and telemarketing

Contact centers contribute to lead generation by using outbound calling and communications to not only promote products and services to potential customers, but also verify and cultivate their interest in the company’s brand. Some ways this has been done include following up on someone’s product demo experience with an appointment setting phone call or emailing a prospect who has downloaded gated content from the organization’s website.

Market research

Outbound communications can be an effective way to conduct market research and customer surveys that help to better understand a company’s target audience. Having this information helps improve performance and conversion rates plus, as an added bonus, it may even make existing customers feel valued because they’re being asked for their input.

Direct marketing

Direct marketing in an outbound call center is what many of us would recognize as cold calling. In this use case, outbound call center agents call up prospects with real purchasing potential who haven’t interacted with the company so they can try to establish a relationship.

Update or maintain your customer database

Outbound communications is also a great way to keep your customer database up to date. An out-of-date entry in your directory can mean a loss of opportunities for upselling, cross-selling, and the like. Having a campaign set up to remind customers (or perhaps even leads) to provide updates to their numbers, addresses, and other information not only helps companies maintain successful conversion rates, but also reinforces engagement.

Now that we’ve established what a contact center is versus a call center and what the differences between an inbound call center, an outbound call center, and a blended call center are, we can get into more detail on the outbound contact center and what it does for businesses.

What is the purpose of an outbound call center or contact center?

Outbound call centers or outbound contact centers serve many purposes. This is because outbound communications are often associated with generating leads and outbound sales. But that’s not all they’re good for—they can also be useful for other activities like market research and fundraising.

Common outbound contact center use cases include:

Telesales (a.k.a. sales calls)

This is often the first thing a business might associate an outbound call center with. Outbound customer calls are often used to follow up with people who have expressed interest in the product or service (commonly referred to as “leads”) and convince them to commit to a purchase.

Lead generation and telemarketing

Contact centers contribute to lead generation by using outbound calling and communications to not only promote products and services to potential customers, but also verify and cultivate their interest in the company’s brand. Some ways this has been done include following up on someone’s product demo experience with an appointment setting phone call or emailing a prospect who has downloaded gated content from the organization’s website.

Market research

Outbound communications can be an effective way to conduct market research and customer surveys that help to better understand a company’s target audience. Having this information helps improve performance and conversion rates plus, as an added bonus, it may even make existing customers feel valued because they’re being asked for their input.

Direct marketing

Direct marketing in an outbound call center is what many of us would recognize as cold calling. In this use case, outbound call center agents call up prospects with real purchasing potential who haven’t interacted with the company so they can try to establish a relationship.

Update or maintain your customer database

Outbound communications is also a great way to keep your customer database up to date. An out-of-date entry in your directory can mean a loss of opportunities for upselling, cross-selling, and the like. Having a campaign set up to remind customers (or perhaps even leads) to provide updates to their numbers, addresses, and other information not only helps companies maintain successful conversion rates, but also reinforces engagement.

What is the outbound process for call centers and contact centers?

What is the outbound process for call centers and contact centers?

What is the outbound process for call centers and contact centers?

What is the outbound process for call centers and contact centers?

Standard-Outbound-Call-Center-Process.jpg

Remember: in an outbound contact center, it’s the contact or call center agents who make the first move—not the customers. Outbound contact center representatives contact people in their database to qualify leads, close sales, gather information, or update their directory.

But what does the entire process look like? Here’s a sample scenario for an outbound call center:

  1. The agents will log into their call center management system, which typically includes an automated dialer that makes calls on their behalf and a customer relationship management (CRM) software that serves as a database of contacts
  2. The system dials numbers based on several factors, including the type of campaign that’s being run and details about the customer that may or may not make them ideal leads under the circumstances
  3. When the calls are picked up, they’re handed over to the “live callers” (a.k.a. the representatives) who will then launch into a script based on a standardized call flow established by the organization
  4. The call ends, and the system will connect the outbound call center agents to the next available contact

There are variations to this process depending on the company’s goals and needs; otherwise this is the most basic version of the process.

Remember: in an outbound contact center, it’s the contact or call center agents who make the first move—not the customers. Outbound contact center representatives contact people in their database to qualify leads, close sales, gather information, or update their directory.

But what does the entire process look like? Here’s a sample scenario for an outbound call center:

  1. The agents will log into their call center management system, which typically includes an automated dialer that makes calls on their behalf and a customer relationship management (CRM) software that serves as a database of contacts
  2. The system dials numbers based on several factors, including the type of campaign that’s being run and details about the customer that may or may not make them ideal leads under the circumstances
  3. When the calls are picked up, they’re handed over to the “live callers” (a.k.a. the representatives) who will then launch into a script based on a standardized call flow established by the organization
  4. The call ends, and the system will connect the outbound call center agents to the next available contact

There are variations to this process depending on the company’s goals and needs; otherwise this is the most basic version of the process.

Remember: in an outbound contact center, it’s the contact or call center agents who make the first move—not the customers. Outbound contact center representatives contact people in their database to qualify leads, close sales, gather information, or update their directory.

But what does the entire process look like? Here’s a sample scenario for an outbound call center:

  1. The agents will log into their call center management system, which typically includes an automated dialer that makes calls on their behalf and a customer relationship management (CRM) software that serves as a database of contacts
  2. The system dials numbers based on several factors, including the type of campaign that’s being run and details about the customer that may or may not make them ideal leads under the circumstances
  3. When the calls are picked up, they’re handed over to the “live callers” (a.k.a. the representatives) who will then launch into a script based on a standardized call flow established by the organization
  4. The call ends, and the system will connect the outbound call center agents to the next available contact

There are variations to this process depending on the company’s goals and needs; otherwise this is the most basic version of the process.

Remember: in an outbound contact center, it’s the contact or call center agents who make the first move—not the customers. Outbound contact center representatives contact people in their database to qualify leads, close sales, gather information, or update their directory.

But what does the entire process look like? Here’s a sample scenario for an outbound call center:

  1. The agents will log into their call center management system, which typically includes an automated dialer that makes calls on their behalf and a customer relationship management (CRM) software that serves as a database of contacts
  2. The system dials numbers based on several factors, including the type of campaign that’s being run and details about the customer that may or may not make them ideal leads under the circumstances
  3. When the calls are picked up, they’re handed over to the “live callers” (a.k.a. the representatives) who will then launch into a script based on a standardized call flow established by the organization
  4. The call ends, and the system will connect the outbound call center agents to the next available contact

There are variations to this process depending on the company’s goals and needs; otherwise this is the most basic version of the process.

Why use outbound call center software or cloud-based contact center solutions?

Why use outbound call center software or cloud-based contact center solutions?

Why use outbound call center software or cloud-based contact center solutions?

Why use outbound call center software or cloud-based contact center solutions?

For call centers and contact centers conducting large-scale outbound calling campaigns, using cloud-based contact center platforms can ensure your sales reps and agents have the resources they need to achieve their goals.

The 8x8 contact center solution, for example, makes it super easy for you to set up more efficient outbound call campaigns and improve customer experiences. This is because it’s specifically designed to boost agent and employee engagement, collaboration, and operational performance. Call and contact center managers can even activate intelligent coaching and feedback tools to make sure their live agents are always performing at their best.

Let’s take a look at some more benefits that you can get out of software for contact centers in general.

Better customer journeys

Call center software helps teams deliver better customer experiences by keeping call flows efficient. Most businesses need to manage multiple campaigns, so it’s important to carefully monitor customer experience at all times.

A top outbound call center software provider will help you and your team access all the tools you need from one integrated environment. Technology like call monitoring and analytics can help call center managers check in on how their agents’ performance and ensure the customer service standards remain high.

Faster calling

Thanks to advanced automation and artificial intelligence, automatic dialing technologies like auto dialers—examples include predictive dialers, progressive dialers, and preview dialers—outbound call center solutions are more efficient than they ever were before.

Agents don’t have to worry about dialing the next prospect’s phone number on their call list. Instead, the system will make the call and connect them to the next caller, based on rules defined for a given campaign.

So whether you’re after ethical power dialing for rapid large-scale promotions or preview dialing for top-end personalization, your outbound contact center solution helps enhance productivity.

Reliable call center metrics

Another advantage that comes with outbound contact center software is the ability to access easy-to-understand reports and metrics. Most high-quality call center tools come with basic reporting capabilities. But it must be said that the better the suite of solutions, the more advanced the reporting and data insights it can generate for you.

Look for a contact center solution that offers you a 360-degree view of your workflows, workforce management, agent productivity, and customer satisfaction scores.

It’s super easy to access your contact center’s data with 8x8. It makes everything available to you on your reports dashboard. It gives you a real-time overview of all of your call activity, along with comprehensive call center quality management reports for sales teams and queue performance.

Convenient integrations

The more complex tasks become in contact centers—particularly in the context of serving different needs—the more important it is to make sure that they’re working with technologies that work well together.

While it would be nice to find a vendor who can provide you with every technology you could conceivably need for your contact or call center, that kind of thing is rare. Plus, it wouldn’t even be a guarantee that agents will be comfortable using everything in that one system (or that all aspects of the solution will perfectly address their needs). That’s why it’s important to find contact center software that can be integrated with each other.

With 8x8, for example, teams can use third-party integrations from the company’s App Marketplace. This includes CRM integrations like Salesforce and other popular workplace tools.

For call centers and contact centers conducting large-scale outbound calling campaigns, using cloud-based contact center platforms can ensure your sales reps and agents have the resources they need to achieve their goals.

The 8x8 contact center solution, for example, makes it super easy for you to set up more efficient outbound call campaigns and improve customer experiences. This is because it’s specifically designed to boost agent and employee engagement, collaboration, and operational performance. Call and contact center managers can even activate intelligent coaching and feedback tools to make sure their live agents are always performing at their best.

Let’s take a look at some more benefits that you can get out of software for contact centers in general.

Better customer journeys

Call center software helps teams deliver better customer experiences by keeping call flows efficient. Most businesses need to manage multiple campaigns, so it’s important to carefully monitor customer experience at all times.

A top outbound call center software provider will help you and your team access all the tools you need from one integrated environment. Technology like call monitoring and analytics can help call center managers check in on how their agents’ performance and ensure the customer service standards remain high.

Faster calling

Thanks to advanced automation and artificial intelligence, automatic dialing technologies like auto dialers—examples include predictive dialers, progressive dialers, and preview dialers—outbound call center solutions are more efficient than they ever were before.

Agents don’t have to worry about dialing the next prospect’s phone number on their call list. Instead, the system will make the call and connect them to the next caller, based on rules defined for a given campaign.

So whether you’re after ethical power dialing for rapid large-scale promotions or preview dialing for top-end personalization, your outbound contact center solution helps enhance productivity.

Reliable call center metrics

Another advantage that comes with outbound contact center software is the ability to access easy-to-understand reports and metrics. Most high-quality call center tools come with basic reporting capabilities. But it must be said that the better the suite of solutions, the more advanced the reporting and data insights it can generate for you.

Look for a contact center solution that offers you a 360-degree view of your workflows, workforce management, agent productivity, and customer satisfaction scores.

It’s super easy to access your contact center’s data with 8x8. It makes everything available to you on your reports dashboard. It gives you a real-time overview of all of your call activity, along with comprehensive call center quality management reports for sales teams and queue performance.

Convenient integrations

The more complex tasks become in contact centers—particularly in the context of serving different needs—the more important it is to make sure that they’re working with technologies that work well together.

While it would be nice to find a vendor who can provide you with every technology you could conceivably need for your contact or call center, that kind of thing is rare. Plus, it wouldn’t even be a guarantee that agents will be comfortable using everything in that one system (or that all aspects of the solution will perfectly address their needs). That’s why it’s important to find contact center software that can be integrated with each other.

With 8x8, for example, teams can use third-party integrations from the company’s App Marketplace. This includes CRM integrations like Salesforce and other popular workplace tools.

For call centers and contact centers conducting large-scale outbound calling campaigns, using cloud-based contact center platforms can ensure your sales reps and agents have the resources they need to achieve their goals.

The 8x8 contact center solution, for example, makes it super easy for you to set up more efficient outbound call campaigns and improve customer experiences. This is because it’s specifically designed to boost agent and employee engagement, collaboration, and operational performance. Call and contact center managers can even activate intelligent coaching and feedback tools to make sure their live agents are always performing at their best.

Let’s take a look at some more benefits that you can get out of software for contact centers in general.

Better customer journeys

Call center software helps teams deliver better customer experiences by keeping call flows efficient. Most businesses need to manage multiple campaigns, so it’s important to carefully monitor customer experience at all times.

A top outbound call center software provider will help you and your team access all the tools you need from one integrated environment. Technology like call monitoring and analytics can help call center managers check in on how their agents’ performance and ensure the customer service standards remain high.

Faster calling

Thanks to advanced automation and artificial intelligence, automatic dialing technologies like auto dialers—examples include predictive dialers, progressive dialers, and preview dialers—outbound call center solutions are more efficient than they ever were before.

Agents don’t have to worry about dialing the next prospect’s phone number on their call list. Instead, the system will make the call and connect them to the next caller, based on rules defined for a given campaign.

So whether you’re after ethical power dialing for rapid large-scale promotions or preview dialing for top-end personalization, your outbound contact center solution helps enhance productivity.

Reliable call center metrics

Another advantage that comes with outbound contact center software is the ability to access easy-to-understand reports and metrics. Most high-quality call center tools come with basic reporting capabilities. But it must be said that the better the suite of solutions, the more advanced the reporting and data insights it can generate for you.

Look for a contact center solution that offers you a 360-degree view of your workflows, workforce management, agent productivity, and customer satisfaction scores.

It’s super easy to access your contact center’s data with 8x8. It makes everything available to you on your reports dashboard. It gives you a real-time overview of all of your call activity, along with comprehensive call center quality management reports for sales teams and queue performance.

Convenient integrations

The more complex tasks become in contact centers—particularly in the context of serving different needs—the more important it is to make sure that they’re working with technologies that work well together.

While it would be nice to find a vendor who can provide you with every technology you could conceivably need for your contact or call center, that kind of thing is rare. Plus, it wouldn’t even be a guarantee that agents will be comfortable using everything in that one system (or that all aspects of the solution will perfectly address their needs). That’s why it’s important to find contact center software that can be integrated with each other.

With 8x8, for example, teams can use third-party integrations from the company’s App Marketplace. This includes CRM integrations like Salesforce and other popular workplace tools.

For call centers and contact centers conducting large-scale outbound calling campaigns, using cloud-based contact center platforms can ensure your sales reps and agents have the resources they need to achieve their goals.

The 8x8 contact center solution, for example, makes it super easy for you to set up more efficient outbound call campaigns and improve customer experiences. This is because it’s specifically designed to boost agent and employee engagement, collaboration, and operational performance. Call and contact center managers can even activate intelligent coaching and feedback tools to make sure their live agents are always performing at their best.

Let’s take a look at some more benefits that you can get out of software for contact centers in general.

Better customer journeys

Call center software helps teams deliver better customer experiences by keeping call flows efficient. Most businesses need to manage multiple campaigns, so it’s important to carefully monitor customer experience at all times.

A top outbound call center software provider will help you and your team access all the tools you need from one integrated environment. Technology like call monitoring and analytics can help call center managers check in on how their agents’ performance and ensure the customer service standards remain high.

Faster calling

Thanks to advanced automation and artificial intelligence, automatic dialing technologies like auto dialers—examples include predictive dialers, progressive dialers, and preview dialers—outbound call center solutions are more efficient than they ever were before.

Agents don’t have to worry about dialing the next prospect’s phone number on their call list. Instead, the system will make the call and connect them to the next caller, based on rules defined for a given campaign.

So whether you’re after ethical power dialing for rapid large-scale promotions or preview dialing for top-end personalization, your outbound contact center solution helps enhance productivity.

Reliable call center metrics

Another advantage that comes with outbound contact center software is the ability to access easy-to-understand reports and metrics. Most high-quality call center tools come with basic reporting capabilities. But it must be said that the better the suite of solutions, the more advanced the reporting and data insights it can generate for you.

Look for a contact center solution that offers you a 360-degree view of your workflows, workforce management, agent productivity, and customer satisfaction scores.

It’s super easy to access your contact center’s data with 8x8. It makes everything available to you on your reports dashboard. It gives you a real-time overview of all of your call activity, along with comprehensive call center quality management reports for sales teams and queue performance.

Convenient integrations

The more complex tasks become in contact centers—particularly in the context of serving different needs—the more important it is to make sure that they’re working with technologies that work well together.

While it would be nice to find a vendor who can provide you with every technology you could conceivably need for your contact or call center, that kind of thing is rare. Plus, it wouldn’t even be a guarantee that agents will be comfortable using everything in that one system (or that all aspects of the solution will perfectly address their needs). That’s why it’s important to find contact center software that can be integrated with each other.

With 8x8, for example, teams can use third-party integrations from the company’s App Marketplace. This includes CRM integrations like Salesforce and other popular workplace tools.

Alternative option: contact center services (a.k.a. outsourcing)

Alternative option: contact center services (a.k.a. outsourcing)

Alternative option: contact center services (a.k.a. outsourcing)

Alternative option: contact center services (a.k.a. outsourcing)

Businesses don’t always want to establish their own call or contact center. More often than not, it’s a matter of resources—they simply don’t have the budget for it. In cases like this, companies can employ contact center or call center services.

What are inbound call center and outbound call center services?

Call center services are service providers that offer organizations business process outsourcing in the form of manning phone lines for different purposes.

As you may have figured out by now, inbound call center services help companies manage customer service calls while outbound call center services help organizations with outreach activities. Some outsourcing service providers extend their offerings to include contact center work, which covers communications outside of voice calls.

Should you outsource or should you build an in-house contact center?

Whether you set up an in-house contact center or outsource to another company ultimately depends on what you’re willing or able to invest in at that point in time.

Outsourcing is a good idea if:

  • You’re having trouble budgeting for resources needed to run a contact center
  • You want your staff to focus on other activities like product development, distribution, etc.

But if you want to have the following, it’s best to set up an internal contact center:

  • Full operational control
  • Absolute customer data security and confidentiality

Both options a completely valid! But if you choose to have an in-house department handling customer communications, make sure you have the right technology supporting your daily operations.

Businesses don’t always want to establish their own call or contact center. More often than not, it’s a matter of resources—they simply don’t have the budget for it. In cases like this, companies can employ contact center or call center services.

What are inbound call center and outbound call center services?

Call center services are service providers that offer organizations business process outsourcing in the form of manning phone lines for different purposes.

As you may have figured out by now, inbound call center services help companies manage customer service calls while outbound call center services help organizations with outreach activities. Some outsourcing service providers extend their offerings to include contact center work, which covers communications outside of voice calls.

Should you outsource or should you build an in-house contact center?

Whether you set up an in-house contact center or outsource to another company ultimately depends on what you’re willing or able to invest in at that point in time.

Outsourcing is a good idea if:

  • You’re having trouble budgeting for resources needed to run a contact center
  • You want your staff to focus on other activities like product development, distribution, etc.

But if you want to have the following, it’s best to set up an internal contact center:

  • Full operational control
  • Absolute customer data security and confidentiality

Both options a completely valid! But if you choose to have an in-house department handling customer communications, make sure you have the right technology supporting your daily operations.

Businesses don’t always want to establish their own call or contact center. More often than not, it’s a matter of resources—they simply don’t have the budget for it. In cases like this, companies can employ contact center or call center services.

What are inbound call center and outbound call center services?

Call center services are service providers that offer organizations business process outsourcing in the form of manning phone lines for different purposes.

As you may have figured out by now, inbound call center services help companies manage customer service calls while outbound call center services help organizations with outreach activities. Some outsourcing service providers extend their offerings to include contact center work, which covers communications outside of voice calls.

Should you outsource or should you build an in-house contact center?

Whether you set up an in-house contact center or outsource to another company ultimately depends on what you’re willing or able to invest in at that point in time.

Outsourcing is a good idea if:

  • You’re having trouble budgeting for resources needed to run a contact center
  • You want your staff to focus on other activities like product development, distribution, etc.

But if you want to have the following, it’s best to set up an internal contact center:

  • Full operational control
  • Absolute customer data security and confidentiality

Both options a completely valid! But if you choose to have an in-house department handling customer communications, make sure you have the right technology supporting your daily operations.

Businesses don’t always want to establish their own call or contact center. More often than not, it’s a matter of resources—they simply don’t have the budget for it. In cases like this, companies can employ contact center or call center services.

What are inbound call center and outbound call center services?

Call center services are service providers that offer organizations business process outsourcing in the form of manning phone lines for different purposes.

As you may have figured out by now, inbound call center services help companies manage customer service calls while outbound call center services help organizations with outreach activities. Some outsourcing service providers extend their offerings to include contact center work, which covers communications outside of voice calls.

Should you outsource or should you build an in-house contact center?

Whether you set up an in-house contact center or outsource to another company ultimately depends on what you’re willing or able to invest in at that point in time.

Outsourcing is a good idea if:

  • You’re having trouble budgeting for resources needed to run a contact center
  • You want your staff to focus on other activities like product development, distribution, etc.

But if you want to have the following, it’s best to set up an internal contact center:

  • Full operational control
  • Absolute customer data security and confidentiality

Both options a completely valid! But if you choose to have an in-house department handling customer communications, make sure you have the right technology supporting your daily operations.

Make your outbound campaigns more effective

Make your outbound campaigns more effective

Make your outbound campaigns more effective

Make your outbound campaigns more effective

agents-celebrating-successful-outbound-campaign.jpg

Outbound contact centers and outbound call centers serve businesses in many ways. Outbound communications is a great way to target new leads, onboard new customers, and gather information.

With the help of a high-quality SaaS like 8x8 you can streamline your outbound contact center call flows to improve agent performance and increase customer satisfaction optimization. So, what are you waiting for?

Check out 8x8 Contact Center solutions today.

Outbound contact centers and outbound call centers serve businesses in many ways. Outbound communications is a great way to target new leads, onboard new customers, and gather information.

With the help of a high-quality SaaS like 8x8 you can streamline your outbound contact center call flows to improve agent performance and increase customer satisfaction optimization. So, what are you waiting for?

Check out 8x8 Contact Center solutions today.

Outbound contact centers and outbound call centers serve businesses in many ways. Outbound communications is a great way to target new leads, onboard new customers, and gather information.

With the help of a high-quality SaaS like 8x8 you can streamline your outbound contact center call flows to improve agent performance and increase customer satisfaction optimization. So, what are you waiting for?

Check out 8x8 Contact Center solutions today.

Outbound contact centers and outbound call centers serve businesses in many ways. Outbound communications is a great way to target new leads, onboard new customers, and gather information.

With the help of a high-quality SaaS like 8x8 you can streamline your outbound contact center call flows to improve agent performance and increase customer satisfaction optimization. So, what are you waiting for?

Check out 8x8 Contact Center solutions today.

Outbound Contact Center FAQs

What key features should I look for in outbound contact center software?

For best results, look for contact center software that at the very least offers different outbound dialing options. This will keep your outbound call center running efficiently, no matter what type of outbound campaign you’re running. Ideally, your contact center vendor should offer the following automatic dialing options (rather than just one of them):

  • Predictive dialing
  • Progressive dialing
  • Preview dialing

What do outbound call center agents do?

Outbound call center agents are generally associated with activities like making sales calls, but outbound call center representatives do more than sell products and services.

For example, they might reach out to customers for feedback, conduct surveys, update their customer information database, or even notify customers about their account status. It’s not all about cold outreach—far from it!

Is customer experience important in an outbound contact center?

Yes, absolutely! Good customer experience must be prioritized in both inbound and outbound calling campaigns. Your outbound agents might not be dealing with customer service inquiries directly, but they still need to make a good impression on potential customers. This is what turns a cold call into a relationship that could be nurtured, which ultimately leads to conversion and even customer retention.

How can I use my outbound contact center to improve customer experiences?

How your outbound communications can be used to sustain a customer’s positive impression of your brand is up to you—it just takes a bit of imagination. But to get you started, here are some ways other companies have approached it:

  • Proactive customer support - identify possible pain points your product or service can resolve for an existing customer and offer the solution to them
  • Product development - reach out to existing customers or sample groups of your target audience to understand what they want out of solutions like the one your brand offers
  • Special promotions - contact valued customers so they can be among the first to take advantage of deals, freebies, discounts, and other special promos your business is offering

What are inbound calls used for (in contrast to outbound calls)?

Typical use cases for inbound calling include:

  • Product and tech support
  • Payment and order processing
  • Inquiries about updates and/or renewals
  • Customer support (in the case of a complaint or a customer’s problems)

In contrast, outbound calls are used to provide information to customers (existing and potential) before they even ask for it.