Outbound sales and marketing contact centres proactively communicate with customers and prospects via outbound engagement. Some companies are going beyond agent-driven calls to agentless and automated communication channels. Outbound contact centres are becoming more signification and necessary due to the impact of automated interactions and channels.
For example, healthcare industry – you might need to email offer to join wellness program; for retail vertical – you could push coupons to mobile devices and so on. Calling is not the only channel to reach out your customers/prospective clients, pro-active outbound web chat, email, social media, sms/text and Mobile Marketing can be useful depends on your existing business environment.
|Under-utilization of automated channels||
|Risk management and regulatory control||
|Contact center efficiency||
Key Performance Indicators (KPI) shall be measured such as agent utilisation, cost per contact, average handle time per interaction, customer satisfaction, abandonment/bounce rates, live party answer rate and sales conversion rate.
We will work alongside your team to analyse your process, assess your business environment and help your organization to achieve your objectives by driving revenue, close sales, up-sell to cross selling and send proactive notifications to engage customers throughout the customer lifecycle; Increase profitability by maximizing agent productivity, improving overall efficiency, enhancing the customer experience across all outbound channels.