Services
Outbound Contact Centre Services
More conversations. Better processes. Measurable outcomes.
Outbound calling can support many different business objectives — from customer follow-up and retention to lead generation, surveys and appointment setting. Unitel provides structured outbound contact centre support designed around your campaign objectives.
Inbound support can include
Lead generation
Appointment setting
Customer follow-up
Customer retention
Surveys and research
Database engagement
Renewal campaigns
Win-back campaigns
Customer satisfaction calls
Business-to-business calling
What we do
We focus on more than call volume.
A successful outbound campaign isn't simply about making as many calls as possible.It's about reaching the right people, having relevant conversations, capturing accurate information and measuring what happens next.
We'll work with you to define:
Target audience
Reporting requirements
Campaign objectives
Escalation procedures
Call approach
Follow-up processes
KPIs
A flexible extension of your sales or customer team
Instead of building a permanent outbound team for every campaign, outsourcing allows you to access dedicated resource around your requirements.
Frequently Asked Questions
Your Outbound Contact Centre Questions Answered
Looking to reach more potential customers, generate qualified leads or strengthen your existing customer relationships? We've answered some common questions about outbound contact centre outsourcing and how Unitel Contact Centres can support your sales and customer engagement activities.
1. What happens when our business receives more calls than usual?
Yes. When someone visits your website, they may have questions about your services, pricing or availability before making a decision. Our live chat support team can engage with visitors, answer common questions and help guide potential customers towards the next step, reducing the chances of valuable enquiries being missed.
2. Will customers know they're speaking to an outsourced contact centre?
We understand how important it is for customers to receive accurate, relevant information. We work with your business to understand your products, services and common customer questions, helping our agents provide responses that reflect your brand and the way you communicate with customers.
3. Can inbound contact centre outsourcing help reduce abandoned calls?
Absolutely. Live chat isn't just for answering customer questions. It can also help identify potential customers, collect relevant contact information and qualify enquiries before passing them to your sales team. This gives your business another opportunity to capture leads from people already showing an interest in your services.
4. What happens if a customer has a complicated enquiry?
Yes. Outsourced live chat can complement your existing customer service operations rather than replace them. You might need additional support during busy periods, help managing website enquiries or dedicated agents to handle routine questions whilst your internal team focuses on more complex requests.
5. Can we keep our existing business telephone number?
Some enquiries require specialist knowledge or assistance from someone within your business. We can establish clear escalation procedures so more complicated questions are passed to the appropriate person or department, helping customers receive accurate information rather than being given an incorrect answer.
6. How do you ensure customers aren't left waiting too long?
It can. Customers sometimes leave a website because they're unsure about delivery options, product details, payment methods or other aspects of their purchase. Live chat provides a convenient way to ask questions before completing an order, helping remove potential barriers and encouraging customers to continue with their purchase.
7. Can your inbound contact centre work alongside our existing reception or customer service team?
Live chat outsourcing can help businesses extend their customer support availability beyond their usual office hours. This can be particularly useful when customers browse your website during evenings or weekends. We can discuss suitable coverage arrangements based on your enquiry volumes and operational requirements.
8. How quickly can an outsourced inbound contact centre be set up?
Performance can be assessed using measures such as response times, conversations handled, customer satisfaction and leads generated. We can discuss which measures matter most to your business and establish suitable reporting expectations, helping you understand how live chat contributes to your customer service and sales activities.
Let's talk
Have a campaign in mind?
Tell us what you're trying to achieve and we'll explore how an outsourced outbound operation could support it.