OUTBOUND SERVICES

What is an Outbound Phone Support Representative?

An Outbound Phone Support Representative is an individual who makes outbound phone calls to customers who have questions or concerns related to their purchase experience, product use or when there is a problem with their account. They work in fast-paced call centers, handling clients in different industries. As Outbound Phone Support Representatives, they are required to exhibit good communication, multitasking, and troubleshooting skills.

​ An outbound call center is typically packed with individuals who are experts in answering customers' concerns, telemarketing, and boosting sales over the phone.

What Does an Outbound Phone Support Representative Do?

An Outbound Phone Support Representative performs various functions such as:

• Making outbound phone calls to customers to answer concerns, verify customer information, offer information about the company or product, and handle complaints.

• Tasked to contact current and potential clients.

• Makes delinquency management calls

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.