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What is Outbound Dialer?

February 05, 2013

In today’s competitive world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.

These days, companies are constantly looking to increase their customer service levels as retaining existing customers is far less cost intensive than attempting to win new ones. As a result, companies are proactively making contact with their customer base on a regular basis to increase customer service by way of outbound dialing.

Before companies can jump into proac­tive outbound dialer software, they first must transition from inbound-only communications to a blended contact center with outbound dialing. It’s important for leaders to recog­nize that making this transition represents a significant shift from a reactive customer service approach to communicating proactively to customers. In this transition, they must deter­mine the amount of outbound communications the contact center plans to conduct and the objectives that it seeks to accomplish.

Aside from increasing the number of touch points with the customer, proactive outbound dialing can also be used to increase the revenue derived from your customer base by up-selling or cross-selling new products to your ongoing customers. Outbound should be a core part of any organization's go-to-market strategy because it is a way of developing valuable customer relationships, and done right it is a way of getting the appropriate proposition to an accurately targeted market.

Additionally, outbound dialer can help with the transition to a blended contact center since companies can use these services to synchro­nize between a sudden or anticipated drop-off in inbound customer traffic and scheduling agents to conduct outreach with an assigned customer set.

Moreover, outbound dialing enables businesses to efficiently conduct outbound call center tasks like marketing campaigns and sales follow-ups. It also offers automated dialing that delivers calls direct to agents, maximizing resource use and productivity, causing agents to remain productive during their shift as outbound dialing can be used to level out inbound traffic peaks and valleys with outbound dialing tasks.

Conversely, if inbound traffic begins to pick up and the hold queue reaches a certain level, outbound agents can then be re-directed to field inbound calls using the intelligence that’s built into the blended system.

Edited by Amanda Ciccatelli