outbound call center

An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

A call center may handle either outbound or inbound calls exclusively or might deal with a combination of the two. An outbound call center uses distinct metrics to measure agent success, such as cost per call, revenue earned, total calls made and tasks completed. An inbound call center uses different metrics, such as first call resolution (FCR).

With the passage of legislation in 2003, the National Do Not Call Registry established a do-not-call list in the United States. Customers can add their phone numbers to the list to avoid unwanted solicitation, although some organizations, such as charities, may be exempt.

This was first published in July 2007

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