At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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For any business that aims to expand and increase its profit, it is essential both to keep the existing customers loyal and to win new ones. Competition today makes it clear that advertising and expecting clients to come to you through inbound calls are not enough to achieve success. A company with a goal of sustainable thriving and growth must be proactive in order to improve the services provided to the customers. An outbound call center is what helps to maintain contact with clients (both current and prospective) regularly.
Unlike inbound call centers focusing only on receiving calls, at an outbound call center, a group of agents (sales reps) call prospective and/or existing clients on behalf of their company. Modern technologies enable them to effectively engage with customers by making many calls within a limited time.
The typical functions of outbound call centers are:
In order to successfully reach out to customers, certain strategies are applied in outbound calling.
Utilizing outbound calls is rather a time- and money-consuming for companies, so marketing campaigns involving this type of activity must be effective to justify the outbound call center services cost. The efficiency is ensured by several strategies:
Outbound marketing is essentially going in search of customers. Compared to traditional inbound marketing strategies it has a number of advantages:
There are some basic questions you should answer to set up an outbound call center that will bring value to your company:
But before creating your own outbound call center, you must calculate its cost. Normally, the cost to set up an outbound call center will be much greater than employing the services of an outsourcer.
Outsourcing is hiring a team outside the company to perform services rather than training and keeping employees for the same purpose. It is usually practiced by businesses that want to cut down on expenditures. In the case of an inbound call center, the expenditures include putting more personnel on the payroll, training them, and finding a bigger office for the expanding staff. It is sensible to save this money towards further investments in your company’s growth. Besides being a finance-wise solution, outsourcing outbound call services is also efficient. Many outsourced call centers offer services 24/7 while your in-house staff will eventually call it a day. Such around-the-clock availability is a fantastic boon if your business is on its way to becoming international (or even global), which means you are going to be contacting customers in various time zones.
To hire the services of an outsourced call center you need to be aware of the cost components. These include the expenditures on employee recruiting and training (and recruiters’ payments), office rent (plus technical needs like IT infrastructure expenses), agents’ salaries, administrative resources upkeep, and other smaller things. The cost of outsourcing also depends on the number of agents performing services for you and the need to train a new team (it will be cheaper if they are ready to take the project head-on).
There are three basic models for determining outbound call center pricing: hourly payment, pay for performance, and a combination of the two. The first model is far more frequent than the other two. But even within this category, prices may vary significantly depending on the outsourcer's geographic location.
Thus, a US- or Canada-based call center will charge from $22 to $35 per hour, and if it is situated in Western Europe or Australia the price will grow to $40-$55. Much lower prices are offered by outsourcers from Eastern Europe and Africa/Middle East ($12-$25). The cheapest services you can employ are found in Latin America and Asia (from $8 to $18) and in India or Pakistan ($5-$10 per hour).
Today, outbound call centers are a crucial part of any company’s strategy to foster long-term customer relationships and bring the maximum return on investment. Outbound contact center costs can be drastically reduced by outsourcing. It will help keep your staff small while keeping a big business vibe. And at the same time, you will be able to employ a specialized and streamlined team of experts in the field to deliver high-quality services.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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