Job Role Description

Industrial > Call Center CSR-Outbound

Salary National Average

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34790.0000 37860.0000 42060.0000

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Short Description:

An Outbound Call Center Representative proactively makes calls to potential or existing customers for various purposes, such as sales, lead generation, or market research. Their responsibilities include following scripts, engaging with customers persuasively, and effectively conveying information about products or services. Outbound Call Center Representatives may also conduct surveys, gather feedback, and maintain detailed records of customer interactions. Strong communication skills, resilience, and the ability to meet call quotas are essential for success in this role, as Outbound Call Center Representatives contribute to achieving organizational objectives through proactive customer outreach. Must be able to respond to objections naturally and persuasively.

Duties / Responsibilities:

  • Read from scripts that describe products or services to persuade potential customers to purchase a product or service or to make a donation.
  • Contact businesses or private individuals by telephone to solicit sales for goods or services or request donations for charitable causes.
  • Explain products or services and prices, and answer questions from customers.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.
  • Record names, addresses, purchases, and reactions of prospects contacted.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
  • Telephone or write letters to respond to customer correspondence or follow up on initial sales contacts.
  • Maintains records of contacts, accounts, and orders.

Skills / Requirements / Qualifications

  • Speaking: Talking to others to convey information effectively.
  • Persuasion: Persuading others to change their minds or behavior.
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service Orientation: Actively looking for ways to help people.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
  • Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software: Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
  • Electronic mail software: Astute Solutions PowerCenter; Gmail; Microsoft Outlook
  • Network conferencing software: Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
  • Spreadsheet software: Microsoft Excel

Job Zones

  • Title: Job Zone Two: Some Preparation Needed
  • Education: These occupations usually require a high school diploma.
  • Related Experience: Some previous work-related skills, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
  • Job Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
  • Specific Vocational Preparation in years:  3 months to 1 year preparation (4.0 to < 6.0)

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