Devoted to the call center industry, the agents on the phones, and their managers

Like all things, there is always a good and bad side.  Once someone says outbound, most would cringe and think it is telemarketing.  Not all outbound calling is a bad thing.  Even telemarketing as it is shouldn’t be that all bad.  It has its benefits.

If it is an initiative that would inform a customer of a delivery date or a follow up call to check whether a customer’s computer still works after the troubleshooting session they’ve had recently, then people wouldn’t need to screen their calls.

This type of outbound calling would be beneficial when you would like to improve first call resolution.  The rule of thumb is to resolve the issue the first time so that you won’t get a ring back from the same customer with the same problem.  If you implement a process to check resolution and call the customer back before he does, then FCR is at a level you expect.  In addition to this, your call volume can then be anticipated and staffing levels would be optimal, plus you are assured of good quality and customer satisfaction.

Some benefits can also be felt by other departments like marketing and even the dispatching division, so that if let’s say you call in to make sure someone is to receive the product when delivered, then you avoid the extra expense from the extra trip in case no one is at the door to receive it.