What is an outbound call?
An outbound call – also known as an outgoing call – is a when a call center agent contacts a customer on behalf of either the agency or a client.
Or, to put things more simply, an outbound call is a call initiated by a call center agent. For example, a business might get in touch with customers to respond to their requests or to resolve an issue.
On the other hand, an inbound call is a call initiated by a prospective or a current customer.
Why use outbound calling?
Call center teams may use outbound calling to reach and serve customers or prospects. Effective outbound calling is a great strategy to get the word out about your products or services.
Companies like outbound call centers might also use outbound calling to:
- Move a customer along in their customer journey
- Renew services
- Offer reminders
- Perform market research
- Update contact lists
- Follow up on new customers after a sale
Now that we have the meaning of outbound calling, let’s walk through some insider tips on how to improve your outbound calling experience–both for yourself and your customers.
Insider tips: How to improving your outbound calling experience
Forewarning – outbound calling can be difficult (and stressful)! Your communications infrastructure and agent workflow are critical to offering a seamless experience. And if you are a global brand, both have to be consistently excellent across your countries of operation.
Here are some strategies to make smarter investments in outbound calling:
Step #1: Effectively track your metrics and data
Always measure your performance.
Ask yourself these questions:
- Are your calls getting through?
- Can the receivers hear you clearly?
- Is your opening line working?
Making adjustments to your workflow based on performance data can improve your retention rates.
Performance tracking can also show if a concerning number of your calls aren’t getting through – or if the call quality is poor. If you notice this trend, it might be time to reconsider your outbound calling plans with your provider(s).
Step #2: Listen to the law
Different areas have different legal requirements. Make sure you’re well acquainted with the laws around outbound and inbound calling, including the Telephone Consumer Protection Act (TCPA). In seeking to contact consumers, you should make sure that the communications are wanted and expected before reaching out. Your legal counsel can help you understand how the laws apply to the specific circumstances of your business.
Take care with handling and storing customer information, too. A leak destroys reputation and trust, and those are not easy things to repair. Your legal counsel can help you understand your obligations under privacy and data protection laws, which can vary by region, country, and state.
It’s also good to review regulations and compliance with your outbound calling provider and legal counsel regularly. Even if you aren’t directly engaging with telecom regulatory authorities, you may still be subject to the regulations,
Step #3: Consider a VoIP termination service/platform
Using a VoIP or SIP phone with an outbound calling service means you can contact customers with a toll-free number. They can also help you use a local area code, which improves the chances of getting an answer.
Or you could opt for a contact center platform which helps you make and track outbound calls all in one place. Such platforms often allow you to review your customer interactions, get insights, and improve performance KPIs further.
Step #4: Figure out the right outbound calling provider for you
Finding the right beat with your customers over a call is complex enough, you shouldn’t have to worry about your telephony too. The right outbound calling voice provider can set you up for success with seamless communication channels, irrespective of where your customers are located.
Wondering how to spot the right provider for your outbound calling? Here’s short and sweet checklist:
- Do they provide reliable coverage in your country(or countries) of interest?
- Do they have full PSTN replacement in these locations for high call quality?
- Can they support your calls with quality, irrespective of where you obtained your numbers?
- What is their approach to regulations? How can they support you in navigating regulations in your countries of operation?
- How do they simplify operations for you? Do they have an intuitive operations portal?
There’s so much your network provider can do to establish and expand your outbound calling. See how such support helped Aircall rapidly expand to over 60+ countries.
Outbound calling FAQ
Here are some common outbound calling questions. If you can’t find your answers here, try talking to one of our experts.
How can I make outbound calling more effective?
Make sure your outbound calling communicators and communications are excellent. Customers love to feel valued and heard–clearly. You should also encourage follow up calls. This makes your customers feel important, and it means any questions they might have are answered.
How can a network provider help enhance your outbound calling experience?
The right network provider can offer you global reach in the right countries, high-quality routes, regulatory support, and operational ease.
How do I drive outbound calling globally?
With the right network provider or providers who can get you reliable global reach, regulatory support, and operational automation.
You should also consider investing in a trained call team, capable of handling different time zones, languages, and cultural cues.
Should I invest in improving my outbound calling experience?
Definitely. Outbound calling helps with:
- Growing your business globally
- Upscaling a small business quickly
- Migrating large pieces of information with little to no headache
Before you make the big leap, consider if you have the right solutions to manage the calls–and your location. Research shows that people tend to avoid answering calls that aren’t local. You may want to use a virtual call center or a VoIP termination provider.
This information is not intended to be used as legal advice or a substitute for consulting your own legal counsel. Specific circumstances will vary depending on the nature of your business, and we encourage you to consult your legal counsel.