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Outbound Call Centers and Direct Marketing Campaigns

Today’s call center is a channel of communication that strings caller and business together. An outbound call center is one in which call center agents make outbound calls to potential customers on behalf of a business or client with the intention of selling products or services to the individual. Calls made from the outbound center can include telemarketing, sales or fund-rising calls as well as calls for contact list updating, customer retention campaigns,  sending messages or reminders, surveys or verification services.

The use of outbound call center is undergoing enormous growth due to importance attached by companies to customer care, telemarketing for product offerings, growth of direct marketing etc. Telemarketing is growing and information lines are forming part of many product service offerings. The growth of direct marketing has also contributed to the popularity of outbound call centers as a means of reaching targeted customer bases.

Today, outbound calling is an important part of modern sales and marketing. It is critical for any lead generation campaign. No doubt telephone is the most effective communication means for targeting your prospects in no time. Telemarketing is one of the important features of outbound call centers. The staffs are trained in customer service and techniques to sell your product/services and professionally conduct your campaign.

Outbound telemarketing can be used by itself or with other methods of direct marketing such as direct mail follow-up or e-mail follow-up. It delivers your message directly to your prospect and allows for immediate interaction. No other medium can provide this instant marketing feedback. Telemarketing services is the calling area of a direct marketing campaign and can fit in with any call to action, up sell or cross sell. It can allow companies to not only learn more about and from their customer base, but it can also provide direct access into their customer’s lives and homes.

With ever-rising competition, it has become all the more important to reach out to your customers.  Direct marketing campaigns plays a critical role in the success of a company and the launch of a new product or service. Most companies rely on some form of direct marketing to acquire new customers and generate additional revenue from existing customers.

 The challenges faced by marketing departments of outbound call centers are not significantly different from that of past. As always, the main goals are to convert more prospects into customers and retain and increase revenues from existing customers. But what has changed really is the complexity of the marketing landscape. Due to the rise of personalization and segmentation, customers expect to receive highly targeted communications. The number of channels through which to reach customers has expanded which includes e-mail and the Web. That’s why today’s customer often use more than one channel to find information and purchase products and services.

The four basic elements of outbound campaign includes-

Make a list or database of customers or prospects you plan to communicate via telephone, e-mail, the internet etc. This database is the least expensive and most important element of your direct marketing campaign.

The message or information, which you are going to provide to your prospects play a major part in your program’s success or failure. It should be well-written keeping your customers in view.

Dialogue used to communicate your message and persuade the target to respond favorably or cooperate plays a very important role.

There is no substitute for experience. A good service representative knows how to handle objections, probe for need and close the deal.

 Outbound call centers are the proven tools in preserving and growing sales as well as providing as essential pipeline of market intelligence.

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