The Outbound Engagement Playbook

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Outbound customer service takes a whole new approach to CS, and sales integration (it's great for creating upsell opportunities), and even your CRM tools. But that's no reason to leave its many benefits on the table — not when you've got this outbound engagement playbook right at your virtual fingertips. Dig in and discover why you should spring for an outbound call center for better CX, greater sales, and more empowered agents.

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you should read this ebook if...

  • You already work with a call center for inbound customer service
  • You want to learn more about how outbound contact centers combine customer support and sales opportunities
  • You'd like to to implement an outbound call strategy and need more information on making the switch

about this ebook

If you work with a customer service call center, you may already know that outgoing calls are becoming as normal as inbound ones. And outbound customer service is finally getting the recognition it deserves as both good for customers and good for business. Yet 31% of call centers skip out on the tactic entirely...

Outbound customer service takes a whole new approach to CS, and sales integration (it's great for creating upsell opportunities), and even your CRM tools. But that's no reason to leave its many benefits on the table — not when you've got this outbound engagement playbook right at your virtual fingertips. Dig in and discover why you should spring for an outbound call center for better CX, greater sales, and more empowered agents.

The Outbound Enga...RingCentralProspecting and OutboundThe Outbound Engagement PlaybookWhen it comes to outbound sales, it’s all about knowing who’s on the receiving end of that email or DM. What keeps them up at night? How do they like to be spoken to? And even, What’s the best prospecting strategy to find the right people to contact? It’s true that only you, the seasoned SDR, can answer these questions. But everyone needs a little help sometimes. Develop your B2B lead gen strategy with the techniques and tips in our sales prospecting PDFs and outbound engagement playbooks, and you too can have eyebrow-raisingly high response rates. SalesGet into your Always Be Closing groove with these free resources for salespeople, from the humble cold email template to step-by-step sales team playbooks. Learn how to open a successful call with prospects. Stick the landing on B2B SaaS sales. We've got the best sales training resources for you and we're all stocked up on sales strategy guides.The Outbound Enga...RingCentralProspecting and OutboundThe Outbound Engagement PlaybookWhen it comes to outbound sales, it’s all about knowing who’s on the receiving end of that email or DM. What keeps them up at night? How do they like to be spoken to? And even, What’s the best prospecting strategy to find the right people to contact? It’s true that only you, the seasoned SDR, can answer these questions. But everyone needs a little help sometimes. Develop your B2B lead gen strategy with the techniques and tips in our sales prospecting PDFs and outbound engagement playbooks, and you too can have eyebrow-raisingly high response rates. SalesGet into your Always Be Closing groove with these free resources for salespeople, from the humble cold email template to step-by-step sales team playbooks. Learn how to open a successful call with prospects. Stick the landing on B2B SaaS sales. We've got the best sales training resources for you and we're all stocked up on sales strategy guides.

Key insights

If you work with a customer service call center, you may already know that outgoing calls are becoming as normal as inbound ones. And outbound customer service is finally getting the recognition it deserves as both good for customers and good for business. Yet 31% of call centers skip out on the tactic entirely...

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What are some effective scripts to open a pre-sale or follow-up call in a way that will feel positive and meaningful for customers?

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The Outbound Engagement Playbook
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The Outbound Engagement Playbook
Reviewed by
Alissa Pagano
3.7
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What we loved:

For the uninitiated, this is an excellent introduction to call center outbound, and even good for understanding some differences between a traditional “call center” vs the more holistic idea of the “contact center” that it's grown into. It really brings home the point that customer support is, to a certain degree, a sales function. And we felt it sounded authoritative and was easy to both skim and read through.

What we didn't love:

Despite all the groundwork laid here for understanding call center outbound and customer engagement, this didn't deliver on being a playbook. It's more like a primer, addressing different challenges, solutions, and benefits. There was a big focus on the importance of adequate and appropriate tech to get the job done (ahem, paging RingCentral?). As true as that may be, it'd be nice if we could also hear more about the other elements of successful outbound calling, like what to say, when to do it, and how to establish it at an existing operation.


22 pages
Table of Contents
Interviews from the field
ISBN
978-9701406953

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