Outbound customer service reps have many responsibilities.
An inbound customer service representative waits for customers to call to process their requests. An outbound customer service rep contacts customers on behalf of a company for a variety of reasons.
Follow-Up
Outbound customer service reps follow up with a customer on the product or service the customer received. For example, he may advise the customer that more products will be shipped shortly or that she is due a refund.
Upsell
An outbound customer service rep also may call to ask the customer to spend more money with the company. She may ask the customer to upgrade a subscription or a piece of equipment.
Cross-Sell
Service reps sell products or services that complement customers' previous purchases. For instance, a computer company may have reps call current customers to sell them a printer.
Customer Satisfaction
Service reps contact customers to gauge their satisfaction with a product or service. He may call to conduct a survey about a recent purchase or interaction with the company.
Payment Reminder
Companies also use outbound customer service reps to call customers to remind them to make a payment on their account.
Tags: customer service, customer service reps, outbound customer service, Outbound customer service, product service, reps call