What does an outbound call mean?

Outbound calls are outgoing calls made by agents in outbound call centers. Unlike an inbound call, initiated by a customer and received by a contact center rep, an outbound call is initiated by an agent using outbound call center software. Outbound calls are often referred to as ‘cold calls’ even though they aren’t necessarily directed towards cold leads.

How to effectively manage outbound calls?

To efficiently handle outbound calls, agents should be adequately trained and equipped with advanced contact center tools. They should also know how to find the right balance between following call scripts while keeping conversations natural. Some critical skills that can improve the efficiency of making outbound calls are active listening, strong communication skills, objection handling, persuasive speaking, and the ability to keep conversations engaging without being too salesy.

How many sales calls should an outbound call center agent handle?

The number of calls an outbound call agent can handle daily will depend on several critical factors. These are the quality of calling lists, speed of the dialer, connect rates, average talk time, calling environment, agent skills, types of products or services sold, and the complexity of the sale. As a general industry standard, a sales rep can make around 100 calls per day, but this can vary based on the industry.

Mary Shulzhenko, Author at VoiceSpin

Author

Mary Shulzhenko

Head of Content

With a master’s degree in English and over fifteen years of experience in IT and SaaS companies, Mary has a proven track record of creating original and engaging content on customer service technologies, customer experience, employee engagement, sales, and a variety of other business topics. As part of VoiceSpin’s team, she is now passionate about writing on contact center technologies and strategies that drive results.

Posts by Mary

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Handling inbound calls from existing or potential customers is the primary function of inbound call centers. A business may receive inbound phone calls for many...

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