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Outbound Call Center

Definition - What does Outbound Call Center mean?

An outbound call center is a business operation where employees or contractors make outbound calls as part of business goals and objectives. Outbound call center software and other kinds of information technologies assist in these processes, or enhance efficiency for an outbound call center.

Techopedia explains Outbound Call Center

Outbound call centers have to operate with respect to privacy or solicitation laws in their respective areas. They also compete in terms of efficiency, using metrics like:

  • Calls per hour
  • Earnings per call
  • Completion of business objectives

Many outbound call centers use specific kinds of tools that are often classified as customer relationship management (CRM) tools. Companies specializing in these kinds of resources may also provide specific outbound call center software called virtual outbound call center systems or other kinds of similar vendor services. Many of these types of software provide dashboard interfaces for handling individual calls, as well as call histories and other kinds of global information about outbound call center operations.

CRM tools are focused specifically on information about a customer or client, which may include:

  • Demographics
  • Contact information
  • Call histories
  • Communications histories
  • Facts and details about the customer or client

These tools can greatly help call center workers to do their jobs better.

Other kinds of outbound call center software may help handle auxiliary processes like payroll, accounting and scheduling of work, especially for distributed call center operations where some or all of the workers may be telecommuting to the call center.

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