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The outbound desk of a call center is often ensconced in a flurry of activity. This desk is the one that holds the key to the progress of a BPO in more ways than one. The outbound call center agents perform a variety of functions. The ones of building up business for the clients and for the BPO service firm rests on these agents. The inbound call center desk maintains what there is and prevents erosion. But the outbound team builds up on what there is. The processes of this desk can be divided into some divisions, according to their types. Let’s list them here and take a closer look at them:

1.?? ?Appointment Setting: In this, the outbound call center agents call up prospective clients and customers to fix appointments. This call center service can be used by doctors, lawyers or any other similar professional. The clients take their pick from the available dates offered by the BPO agent. If the customer is not conversant with the available options they can ask for changes or just accept what is on the menu. It’s the work of the BPO service agent to process the appointment so that the client gets word and the meeting is fixed. Appointment setting is also used by business heads to schedule interviews with other business professionals or with customers. Clients are more dependent on this service than they were even some months back.

2.?? ?Market Survey: Market survey provides the client with the necessary data to create a marketing mix. The outbound call center agents make telemarketing calls to the prospective customers in a targeted market. They collect the data through telemarketing services. The data is used to study buyer patterns and preferences. The client uses the data for brand building and positioning. Market surveys are essential for new launches and also to promote existing products among new consumers. If you have just joined a highly competitive market, the surveys conducted by the BPO team will help you understand and gauge the consumer’s behavior with greater degree of precision.

3.?? ?Lead Generation: Lead generation is probably the most important feature of the outbound call center team. The call center agents make calls to customers who may want to avail the telemarketing services that the client wishes to offer. With changing times, the sales lead generation procedures have spilled over to non-voice methods as well. Nowadays, clients want the BPO service firms to get them leads through optimized websites, personalized emails and also, social media networks. It all depends on what kind of a business network and customer database you are looking at. Email follow ups make up a significant part of this process. Business heads feel it convenient to respond to emails rather than voice calls.

4.?? ?Promotion: It’s the task of the outbound call center agent to promote product/services in an open market, or in targeted pockets. The call center agents tap the consumers to promote sales and also to find out the reaction of the consumers to such products. The feedback helps the clients in marketing things in a better way.

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