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The Two Types of Call Centers Part 2: Outbound

Outbound call centers make the phone calls rather than receive them!

Given the variety of call center services available, inbound and outbound call centers are the most well-known. While an inbound call center focuses on receiving calls from customers or other types of callers, such as in the case of disaster hotlines and emergency services, an outbound call center is quite the opposite. In the case of outbound call center services, agents make calls to customers or other numbers, often in an effort to gain new clientele. But these types of call services are also used for sales and surveys. Here are some of the most common uses for outbound call center services.

Market Research

Market researchers will use outbound call centers in order to conduct surveys on their clientele or other target demographic. Sometimes, however, they will simply use these call services to carry out customer service by verifying information about their customers quickly and efficiently.

Appointment Cold Calls

This type of outbound call center service focuses on making business appointments. In this case, the calling agent represents a company in cold calls with the goal of expanding business-to-business marketing by scheduling appointments.

Telesales and Telemarketing

By far one of the most well-known types of outbound call center services, telesales involves calling customers in order to pitch products or make sales to potential or current customers. This can also involve cross-selling and up-selling, which are frequently employed measures in the world of telesales. Insurance sales are frequently conducted using telesale call services. Telemarketing, while similar, differs in that it does not strive to sell products or services to potential customers, rather generating interest in products and brands and providing information about these products and brands to the public.

Lead Generation

Much like appointment scheduling calls, lead generation is an outbound call center service generally used for business-to-business matters. Lead generation allows for list-building and e-newsletters, but primarily it serves as a precursor to sales.


Collection is a major use for outbound call center services. A variety of companies use collection reminders, an accounting measure utilized by banks and finance companies, as well as the federal government for student loan collection. It is extremely simple to conduct, as in many cases, collection calls just need to remind people of debt that they owe.


There are also a number of other services utilizing outbound call centers, including event registration, payment protection, customer retention, loyalty and warrantee programs, and billing reminders. While all these things use other measures of communication to reach their client demographic, such as email and traditional mail, they still rely heavily on phone calls, which remain one of the most reliable modes of communication in an increasingly digital world. There are countless uses for call center and answering services that can help build and grow your business, make sales, market, and more.

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