DALLAS INBOUND AND OUTBOUND CALL CENTER

If you’re looking for a Dallas outbound call center, you’ve come to the right place. We’ll clarify what these types of call centers offer and how you can use their services to grow your business in Triple D.

OUTBOUND VS. INBOUND

In simple terms, the term outbound refers to communication that ‘’leaves’’ your contact center. It means that outbound centers are mostly focused on marketing and sales. Agents in outbound call centers are focused on processes such as B2B lead generation, setting appointments, market research, and other fun stuff. 

By finding a Dallas outbound call center, you can qualify leads and collect contact info to track down potential customers with minimal effort. 

You can already tell how different its purpose is from an inbound call center. Outbound is about identifying and reaching prospective customers while an inbound call center is all about accepting communication that is coming to your business.

If you want to achieve the highest level of customer satisfaction by answering questions and offering assistance then a Dallas inbound call center is what you need.

THE OUTBOUND PROCESS EXPLAINED

Both inbound and outbound processes involve two-way communication with customers. The difference is in how the communication gets established and its purpose. The outbound process starts when your outbound agents reach out to potential customers instead of waiting for prospects to find you.

Let’s say you put out a new product or service and you want to discover leads. As soon as your call center reaches out to new prospects to try to convince them to buy your fancy new offering, it means you are using an outbound process.

You might be thinking: ‘’I don’t sell products so I don’t need to employ any kind of outbound process’’. Well, that’s where you’re mistaken.

Outbound agents do many things that include:

• Lead generation: using cold or warm calls, agents gather information to determine if there’s a chance of converting a prospect into a customer.
• Appointment setting: outbound agents schedule meetings between a salesperson and a customer.
• Market research: allows you to learn about your target audience so you can improve what you’re selling or adjust your marketing strategy.
• Telemarketing: involves pitching and generating interest for a product or a service to a target audience.
• Telesales: done by agents with the goal of closing the sale

Here’s one example of an average outbound call: you’re running a private dermatology clinic and there is a prospect out there that has problematic skin. However, they haven’t made a facial treatment appointment. This is where an outbound agent steps in: they can give your prospect a call to strengthen the relationship and nudge them in the right direction – making an appointment.

WHAT TOOLS DO CALL CENTERS USE FOR OUTBOUND CALLS?

Software used in outbound call centers is different from the solutions used in their inbound counterpart. To efficiently connect your business directly to a customer, call centers focused on reaching prospects use dialers – software that automates the process of dialing numbers.

These tools come in different forms, such as:

• Predictive dialers

By combining algorithms with data, these dialers can predict the time when the agent will finish their call. While that is happening, the tool is autodialing new numbers. Additionally, the dialer is estimating how many calls will go through. As a result, predictive dialers are successful in minimizing the agent’s downtime and giving them full queues.

• Progressive dialers

When it comes to outbound calls, the quality of calls reigns supreme over quantity. Automated dialing is problematic because operators get voicemails or dead calls. The solution to this pain point are progressive dialers that don’t dial extra calls to make up for the failed ones but rather improve the quality of the calls. In short, there will be fewer calls, however, the agents will immediately get connected to a person.

This way, agents won’t lose time on voicemails, and they will always have a prospect on the line to nurture.

• Preview dialers

Preparation is everything, so having extra information is super useful for cold calls, especially before the call connects. Preview dialers can do just that by giving your agent information about the customer. Before even speaking to a lead, agents can readjust their strategy so they can get the best response possible. 

A preview dialer will help your employees perform better and your customers will appreciate a more personalized approach. Everyone wins!

DO HYBRID CALL CENTERS EXIST?

The fact of the matter is that both outbound and inbound services are necessary for proper business development. While lead generation is important, you also want to have a representative that handles service and support.

The solution is in the form of hybrid or blended call centers that can handle incoming and outgoing calls. 

A hybrid approach can help you save a lot of time and resources because you’ll limit the maintenance and scaling needs to a single call center. That means that if you want to handle both inbound and outbound calls and to cut down on costs, a Dallas call center that handles both will be the way to go.

IS AN IN-HOUSE CALL CENTER THE ONLY OPTION?

A lot of companies don’t have the capacity or resources to run a call center in-house. The good news is that you can outsource the agent roles meaning you’ll have your own outbound call operation at a fraction of the price.

This is called Business Process Outsourcing (BPO) and it’s a great solution for businesses that want to build an effective outbound operation without getting bogged down by hiring new employees and opening up a new department.

A Dallas BPO call center is perfect for businesses in multiple industries, including (but not limited to): 

• Law firms
• Real estate companies
• Healthcare providers
• Web design companies
• Software development companies
• Video production companies

WHY CHOOSE ASPEN MEDIA TO ADDRESS YOUR OUTBOUND OR INBOUND CALL CENTER NEEDS?

Do you need someone to handle your outbound calls? Preferably, a company that is available around the clock and can help you reap all the benefits of outbound communication with practically no overhead?

Then you need to contact the best Dallas outbound call center – Aspen Media. 

With over 30 years of experience in the call center industry, we’ve helped companies worldwide grow and retain customers. We can tailor our services to fit the needs of your company and the requirements of your industry.

Aspen Media provides different outbound call center services, such as:

• Lead generation
• Appointment setting
• Surveys
• City government surveying 
• Market research
• Business Process Outsourcing
• Circulation/audience development
• Texting services
• Political polling
• Event/trade show
  
  

By going with Aspen Media, you’ll have all of your outbound communications covered. Contact us now by filling out our form, and we’ll help you achieve the best results as soon as possible!