An outbound call center (often called an outbound contact center) is a contact center where agents primarily place outgoing calls to current or potential customers. Unlike inbound call centers, where teams handle incoming calls and incoming customer inquiries, outbound call centers focus on outreach to contact customers, generate demand, and

Offshore outsourcing is no longer just a cost play; it’s a mature business strategy for building resilient, customer-centric business operations. Done right, it helps companies focus on core competencies, tap specialized expertise, and scale without ballooning operating costs. Done poorly, it can create cultural barriers, quality control gaps, and a

Call center workforce management (WFM) is the process of planning, scheduling, and optimizing the people, processes, and technology that power great customer experiences. When done well, it turns demand forecasts into actionable staffing plans and real-time decisions that protect service levels, control costs, and enhance both agent and customer satisfaction.