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.”
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.
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.