Power of Outbound Call Centers - A Case Study of Echo and RAF

An outbound call center, as the name implies, is a service where the company's employees only make outgoing calls to potential customers on behalf of their clients. This is a proactive customer service aimed to give information about the clients' services such as delays to existing customers, sales calls to new customers, renewal calls to existing customers, debt collection calls, satisfaction surveys, market research and booking of appointments. These employees do not attend calls from existing customers to answer their questions or problems.

During the last few years, outbound call centers have helped clients to get valuable leads. From the company's perspective, they can spend their resources only on potential customers instead of cold calling thousands of people. This saves time and money for the company and helps them to focus on their core activity.

One such company that has benefited from the use of an outbound call center is RAF Careers. Echo Managed Services, the company operating the outbound call center, has taken a lot of burden off the shoulders of AF and has also helped it get a 400 percent increase in career registrations. Echo's agents talk to potential recruits and explain to them about the benefits of RAF. These employees break the initial ice and get the ball rolling. Once they identify a candidate as a potential recruit, they pass on the details to RAF's HR managers for the next level of talks.

Echo has also helped RAF with a just-in time recruitment strategy. When an Echo executive talks to a potential customer and identifies him or her as a potential recruit for a certain position that is not currently open, the details of the recruit is stored in the database. Once the position opens at RAF, the details of the potential recruit would be passed on to RAF. This helps RAF and the potential recruits to connect with each other to see if the candidate is a right fit for the position.

These services have helped RAF to grow, and other companies can also follow this example to their advantage.