Aug
30th
2008

A Brief Introduction to Outreach Call Centers



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When you think of call centers, you probably think of the traditional customer service model where you call in for account information or assistance with other issues. However, there’s another type of call center that’s set up to make outgoing calls on the behalf of a business or other organization. For example, a university development staff might use a call center to solicit prospective donors or an environmental advocacy group may call to distribute information on new recycling programs. These types of call centers are known as “outreach call centers.”

Typical Tasks

When working in an outreach call center, you’ll be spending most of your time contacting individuals by phone. In most cases, you’ll have a pre-designed script or format that you’ll need to follow during the course of the conversation. For example, if you’re calling on behalf of a charity organization, you’ll begin by telling the recipient of your call who you are and which charity you represent. These scripts are designed to achieve a specific purpose in the minimal amount of time and you’ll need to adhere to them as much as possible.

Career Opportunities

Depending on your interests and skills, you may qualify to work in a wide variety of settings. Government agencies may operate outreach call centers in order to disseminate important information. As mentioned previously, charities and other non-profit organizations may use these centers in order to raise money or awareness for their cause. You may also be able to work on your own as an independent outreach call center coordinator by providing services to smaller companies who can’t afford their own centers.

Starting an Outreach Call Center Service

Even though the cost of telephone equipment and service can be steep, reaching out to customers by this method is invaluable to many business owners. Receiving a phone call gives a much more personal feel than a letter. Unfortunately, it’s becoming significantly harder for businesses to meet their financial obligations, so many are looking to outsource large volume calls to a professional service.

Today, there are also many businesses that need the services of a call center for a one-time event. For example, if a local business wants to have a special celebration, they may decide to use telephone calls to invite people. If you can provide the same service for less than it would cost the company, you might just be in business. In other cases, you might be able to find work catching up on the backlog of outgoing telephone calls that are normally managed by routine office staff.

For the most part, incoming and outgoing call centers perform similar tasks for a wide variety of companies. That said, the difference in who initiates the contact leads to a number of differences in how you will focus and structure each call. When you work in an outgoing call center, your conversations will be much more script-driven and you may be required to comply with a number of specific government regulations.

Posted by Admin in Call Center News.

Aug
19th
2008

Why Start a Professional Survey Call Center



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Before developing new products, business owners conduct market research to find out whether or not a product will be of value to their consumers. If at all possible, they prefer to gather this type of information before manufacturing a new product or investing large amounts of money in developing it. To carry out this research, many businesses conduct surveys in order to get a better understanding of current consumer trends.

Survey Call Center Tasks

In many cases, you’ll find that survey call centers focus their calls on specific geographic regions, or target audience characteristics. For example, you might receive a list of phone numbers of people that download a specific type of music from services like iTunes. While you won’t be trying to sell a product or service to the customer, you will be trying to find out what makes a person buy – or not buy – a specific item with a series of predetermined questions.

In other instances, business might use survey call centers to obtain customer satisfaction information. For example, if a consumer purchased a piece of equipment, the manufacturer might want to know if the customer is happy with the item or not. This type of information is often used to help formulate new versions of a product, as well as highlight areas that need improvement.

Businesses That Use Survey Call Centers

Electronics manufacturers, restaurant franchises, and service related businesses are just a few of the different types of businesses that may outsource some of their marketing research to a survey call center. During political campaigns, candidates running for office may also utilize call centers to help them create and maintain the impression they’re making on the general public. You may also find that a variety of public service organizations want to get specific information from community members, which requires the assistance of an independent survey group.

Career Opportunities

In some cases, you may be able to find a job as a survey call center professional dedicated to a specific franchise. That said, the parent company will have to be fairly large in order to provide enough work for a full time position. You may also be able to find work at traditional survey organizations. During an election season, you may also be employed by a candidate, or their party.

Starting Your Own Survey Call Center

In some cases, business owners may not be able to afford the fees associated with hiring large survey organizations. At the same time, they may not have enough work available to justify hiring someone. Therefore, you may be able to offer your services on a call volume basis. While it may take some work to start this type of business, it’s an ideal situation if you prefer working for yourself.

Without question, candid consumer feedback is vital the success of a company. Unfortunately, it’s not always easy to obtain this information. Focused telephone surveys can help gather sufficient customer feedback to help businesses make a number of decisions related to future product offerings.

Posted by Admin in Call Center News.