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

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

By Lavanya Rathnam

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. 




Edited by Cassandra Tucker
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

MSPToday Contributing Writer

SHARE THIS ARTICLE
Related Articles

Shining a Light on the Dark Web: Searchlight Cyber Debuts Comprehensive Hub

By: Greg Tavarez    3/28/2024

The Dark Web Hub is a one-stop shop for crucial context and continuously updated information on dark web marketplaces, ransomware actors, hacking foru…

Read More

Stellar Cyber and Trellix Bridge the Gap in Security Operations

By: Greg Tavarez    3/28/2024

Stellar Cyber announced the integration with Trellix Endpoint Security HX to allow customers to deploy more robust security solutions and improve thei…

Read More

CyberSaint Raises $21M in Series A Funding to Continue Securing its CyberStrong Customers

By: Alex Passett    3/27/2024

CyberSaint announced that it succeeded in a huge $21 million Series A funding round. This was led by Riverside Acceleration Capital (RAC) with other i…

Read More

US Education Receives Security Upgrade with Free Browser Protection Offered by Conceal, Carahsoft

By: Greg Tavarez    3/27/2024

Conceal and Carahsoft recently unveiled an initiative to fortify the cybersecurity infrastructure of U.S. educational institutions.

Read More

Cato's AI Takes Control of Security and Incident Response

By: Greg Tavarez    3/27/2024

With Cato's recently announced Network Stories for Cato XDR, advanced AI algorithms instantly identify outages in customer networks and conduct root c…

Read More