Outbound call center services are calls made from a call center to customers and prospects – for sales, lead generation, appointment setting, surveys and follow-ups. Backend Communications provides outbound call center services with its own trained team, founded in 2020, for businesses in the UK, the United States, Canada and Australia.
What is an Outbound Call Center?
An outbound call center deals exclusively with outbound calls. The call center calls the customer – for example to inform him about the latest offers or to sell something. Classic outbound call center services include new customer acquisition, appointments, address qualification, market research, customer surveys and service calls to strengthen long-term customer loyalty.
Why do I need an Outbound Call Center?
Whether it’s B2B or B2C: Outbound call centers are an efficient way to win customers. As a strong backbone for the sales organization, the call center takes over appointment making or address qualifications, for example, while sales concentrates on customer acquisition. In After Sales, the call center can also keep up the dialogues with the customer and provide valuable insights.
What Are the Advantages of Outsourcing Outbound Calls?
- Long-term sales increase
- Strengthening and reducing the workload of sales and field staff (without additional employees)
- A large pool of sales talent
- Full cost control
- Easy scalability
What do I need to consider with Outbound?
When outsourcing an outbound campaign, you should pay attention not only to the industry experience but also to the sales expertise of your future partner. Outbound call center agents must have different skills than inbound agents! The sales staff, for example, should be strong communicators, not afraid of rejection, and should push for sales in a goal-oriented manner.
Even more important than the team is the team leadership, who is responsible for the motivation, control, supervision and daily “training on the job” of the outbound call center team. A good team leader supports the team to make more calls per hour, even without the unpopular Power Dialers*! When the conversations go well, the leads can grow as well.
For an optimal conversion rate you need a good conversation guide and the right addresses. The addresses must be up-to-date and of high quality – but many outbound call centers do not offer address delivery. That’s why we at Backend Communications work together with various address suppliers and are happy to advise you free of charge and without obligation.
By the way: a good conversation guide can make a large difference to conversion rates, even in a short call. That’s why you should choose an experienced partner as your outbound call center!
Backend Communications will be happy to help, with our experienced consultants providing professional advice throughout the entire project. Take advantage of the know-how our team has built since 2020.
* A Power Dialer is an automated telephone dialing system – the agent does not dial on his own but is assigned the calls according to the corresponding specifications.
What Data-Protection Rules Apply to Outbound Calls?
Data-protection rules set out clear conditions: call centers and companies may continue to offer telemarketing and other outbound services. In this case the target groups B2B and B2C matter:
- In the B2B area, sales via an outbound call center are still permitted. The companies to be called only have to have a general interest and the product should be in the economic interest and scope of the customer. This means that if you are selling online training for caregivers, you should not call a car manufacturer
- In the B2C sector, you need the prior consent of a private customer before a sales call. This also applies to existing customers if the call has a sales target.
By the way: Because obtaining the consent of private customers takes a lot of time, there are specialized address suppliers. Then you will receive the addresses including the required consent (opt-in). If you have any questions, please do not hesitate to contact us.
What Are the Pricing Models for Outbound Call Centers?
In outbound, a distinction is made between performance-based pricing models, hourly or call-based payment. In the performance-based model, the call center receives a commission per appointment, lead or order. The call center assumes the full risk – if there is no success, you pay nothing. With the second option, the call center and customer agree on a fixed price per hour or per call.
Our recommendation: Choose a combination of both price models. A fixed-price component takes the pressure off the outbound call center, while the performance-based commission provides additional motivation.
Often it also makes sense to start with an hourly fee as part of a pilot project and then switch to a performance-based model. This gives the call center the opportunity to gather valuable experience so that there are no unpleasant surprises. If you want to discuss prices and pricing models for outbound call center services, contact Backend Communications — getting a quote is free.
How Do I Start With Backend Communications?
Backend Communications makes getting started straightforward. Here are the benefits you can expect:
- We offer your company a straightforward way to get a quote for outbound call center services.
- We will provide you with a consultant with experience built since 2020 who will set up the project together with you and invite suitable call centers to submit bids.
- You deal directly with Backend Communications, one provider for your whole campaign. We will be happy to assist you with the evaluation. Our goal is to find the most suitable supplier for your company!
- We support you in obtaining the appropriate addresses.
- You benefit from good quality, attractive offers, and a service that takes effort off your hands.
Backend Communications provides outbound call center services with our own trained team. Please contact us if you would like a partner for your outbound project.
How Does Working With Backend Communications Work?
We keep the start simple. You tell us who you want to reach and what you want the call to achieve, and we agree a practical way to run the campaign.
- Book a call. Tell us about your audience, your offer and the outcome you want from each call.
- We plan your campaign. We agree the calling list, the conversation guide and how results will be reported.
- We train and start calling. Our agents are trained on your products, services and processes before they make calls for you.
- We report and adjust. We keep you updated on results and adjust the guide and approach as the campaign runs.
Who Are Outbound Call Center Services For?
Outbound call center services are for businesses that want to reach customers and prospects by phone, whether to sell, generate leads, set appointments or follow up.
- United Kingdom: businesses that want outbound calling that respects UK data-protection rules, with a UK address in Sutton, Surrey (SM3 9EY) for correspondence.
- United States: businesses that need sales calls, lead generation and follow-ups handled by a trained team.
- Canada: businesses that want steady outbound support across time zones.
- Australia: businesses that want calls made while their own team is out of hours.
Delivery is from our head office and delivery centre in Lahore, Pakistan. Backend Communications was founded in 2020. If you also receive incoming calls, see our Inbound Call Center Services and our Outsource Customer Support for Small Business guide.
Book a Call
Ready to start reaching your customers by phone? Book a call with Backend Communications and we will talk through your audience, your offer and your campaign. You can also call us on +44 7471 876716.
Frequently Asked Questions
What are outbound call center services?
Outbound call center services are calls made from a call center to customers and prospects, for sales, lead generation, appointment setting, surveys and follow-ups.
What can outbound call centers do for my business?
They can sell products and services, generate and qualify leads, set appointments, follow up with existing customers and run surveys, depending on what your business needs.
How much do outbound call center services cost?
There is no fixed price. Cost depends on the size of the campaign, the calling list and the type of calls required. Book a call and we will review your needs and give you a quote for your requirements.
What data-protection rules apply to outbound calls?
Data-protection rules set out clear conditions for outbound calls, and they differ for business and private customers. In the B2C sector, you generally need the prior consent of a private customer before a sales call. Check the rules that apply in your market before you start a campaign.
How are outbound calls measured and reported?
Calls are guided by an agreed conversation guide and supervised by team leadership, and results are reported to you so you can see what the campaign is achieving.
How quickly can outbound calling start?
It depends on the scope, the calling list and training. After your call, we agree the campaign plan and train our agents before they start calling for you.
