Outbound Calling: Past, Present, and Future
By Peter DeHaan, PhD The most buffeted segment of call center work has been the outbound arena, specifically, consumer calling. With the combined effects of a public outcry against intrusion,...
View ArticleThe Politics of Outbound Calling
By Peter DeHaan, PhD With the fall elections in the United States approaching, call centers that make automated and/or political calls should consider: Just because something is legal, doesn’t make it...
View ArticleOutbound Calling is Not a Numbers Game
By Peter DeHaan, PhD Although outbound calling stats vary by industry, campaign, and offer, they may look something like: place 100 calls, reach 50 contacts, verify five prospects, and make one sale....
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