Phone Sales Call

Phone Sales Call

Outbound call centers

Outbound call centers

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Phone Sales Call

Call centers can be either inbound or outbound.  As the names suggest, inbound call centers are those that  receive calls from customers who wish to address an issue that needs resolution, positive or negative.  Outbound call centers on the other hand, are usually meant to reach out to prospective clients and attempt to sell them goods and services.

Outbound call centers can be challenging environments in which to function because in addition to the usual call center trappings (staffing issues, software problems, etc), employees must meet quotas that are at times very aggressive.

In response to their performance objectives reps may try to pressure customers into buying whatever is being offered.  This approach is usually counter productive as callers may agree to something over the phone, just to get the telemarketer to hang up.  Then the same customers call and cancel their purchase.  This proves to be a waste of time for the outbound company, which is paying for every contact made.

In perspective, one may be able to understand why outbound reps tend to be overly pushy at times.  Their jobs depend on their ability to sell, period.  If they cannot meet the sales objective, they will likely be terminated. 

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REFERENCE: CARTOON # 25