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TMCnet Outbound Call Center Week in Review
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TMCnet Outbound Call Center Week in Review

September 22, 2012
By Rich Steeves
TMCnet Managing Editor

Companies are starting to realize the importance of call centers as hubs of customer contact. Outbound call centers are more important than ever, and savvy companies will keep up to date on all of the news in the space. This week has been a busy one in the outbound call center space, so let’s get to the top stories!

First up was a story explaining how outbound call centers can serve as productive “middle men.” Companies are constantly looking for ways to make connections and develop sales leads, but often, cold calling is not the most effective strategy. In these cases, an outbound call center can act as the perfect go-between, helping solidify those important client connections.

For a time, outbound call centers were known for the practice of “robocalling,” but that has been on the decline since the implementation of the federal “Do Not Call” registry. However, recent studies have shown that this practice is on the rise once again. The Associated Press (News - Alert) reported that monthly complaints to the federal government about robocalls had risen from 65,000 in October of 2020 to more than 212,000 in April of this year. In response, the government has become more vigilant in fining the offending companies.

These days, many companies mix inbound and outbound call centers, and one company is trying to bridge the gap between the two, making life easier for consumers. Virtual Hold has developed the Conversation Bridge, which now features a callback function linked to quick response codes. "QR codes are popping up everywhere because they are a great way for marketers to bridge the gap between the physical world and the online world where details and rich content are available for customers seeking more," said Eric Camulli, VHT's vice president of marketing said. "But sometimes the best and most successful way to serve your customers is by talking to them, and the Conversation Bridge makes that happen.”

There you have it, the top news and stories from the outbound call center space. Check back soon to see what else is happening!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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