What Do Outbound Customer Service Representatives Do? - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Most people may not be familiar with outbound customer service. Though not as widely used as inbound customer service, outbound customer service serves important purposes as well. Generally, outbound customer service representatives make outgoing calls to new and existing customers and assist them with their concerns. Although they do not answer incoming calls, the skills they need are similar to those of inbound customer service, but mainly focus on the following tasks:
Companies verify any changes made to a customer’s account – personal information, billing information, financial information, etc. Outbound agents are in charge of contacting customers and confirming the updates to ensure the security of the customer and the company. Authenticity of transactions also needs to be verified by outbound customer service representative. They do this by calling and validating the identity of the customer and the information he or she may have provided.
- Callbacks and follow-up calls for chat or email inquiries
Outbound agents also need to be skilled in offering appropriate customer service solutions. When customers have pending inquiries and are waiting for callbacks, outbound representatives can assist inbound customer service by making the callbacks or follow-up calls for them.
- Payment reminder and collections
Another important responsibility of outbound agents is to remind customers when their bill is overdue and ask for a date the company can expect the customer to pay. This task needs tact and courtesy as some customers might feel harassed or become upset, especially if they are unable to pay. Some companies offer other payment options or programs to help customers settle their bills.
- Up-sell, cross-sell, or introduce promos
Usually at the end of a call, outbound agents are expected to promote new products. Outbound calls then are useful not only for customer service but also for marketing programs. Aside from getting their issues resolved and their needs met, customers are informed of special deals which they can benefit from.
If you choose to delegate these tasks to a business process outsourcing provider, choose a company that can offer established systems and innovative solutions. Taking You Forward is a BPO provider that has managed campaigns for clients in the inbound and outbound call center industries. Talk to us today and learn how we can help you accomplish your goals and grow your business.
Publish Date: June 22, 2016 5:00 AM
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