Outbound business process outsourcing is the side of the industry that places the call instead of waiting for it. Agents qualify leads, set appointments and hand interested people to a client's closers as live transfers. The work is a funnel, and the board on this page shows how narrow it gets.
Move the sliders. These are example values, not a real campaign. A predictive dialer places several calls per agent at once because most go unanswered, so small changes in contact rate move the whole floor.
Our team of 250+ agents across North America and Southeast Asia places more than a million calls a month and delivers live transfers to our clients across seven campaigns.
We bring international talent to your campaign, and we build AI into how they are trained, coached and scored. You get the team and the tooling together.
Agents from around the world, hired and trained for your campaign and managed day to day by our team leaders.
Our QA managers review, score and coach every campaign through our own QA portals.
We put AI to work where it makes agents better, starting before they take a live call.
Opens our live training demo in a new tab. Use a headset and allow the microphone.
Volume only counts when the calls are good. Our QA team listens to recorded calls and scores each one against the campaign's rubric, so clients receive people who are qualified, informed and ready to talk.
Scores go back to the floor the same week. Agents get coached on the exact call, team leaders see the trend, and a call that breaks a compliance rule fails outright, whatever else went well.
An example of the checks on a live-transfer call. Each campaign has its own rubric, written with the client.
Outbound work is sorted by what counts as a result. Most centres run several campaigns side by side, each with its own script, list and rubric.
The agent qualifies a prospect against the client's criteria, then warm-transfers the call to a licensed agent or closer. Common in health insurance, Medicare, home services and solar.
The call ends with a calendar slot instead of a transfer: a roof inspection, a sales demo, a consultation. Show-up rate matters as much as bookings.
The agent closes on the call: renewals, upgrades, win-backs and subscriptions. Heavier training and compliance, and usually commission on top of base pay.
Calls made on behalf of an existing relationship: satisfaction surveys, payment reminders, verification and follow-ups. Lower pressure and steadier volume.
US telemarketing rules allow calls only between 8 a.m. and 9 p.m. in the time zone of the person being called. A dialer follows the sun across the country, and an offshore floor works through its own night to keep up. These clocks are live.
Scrub every list against the National Do Not Call Registry at least every 31 days, and keep your own internal do-not-call list.
Keep abandoned calls at or under 3% of answered calls per campaign, and connect an agent within two seconds of the greeting.
Get prior written consent before autodialing mobile numbers for sales, and show a caller ID that can be called back.
The Philippines became the centre of outbound voice work for US clients, helped by American-accented English and familiarity with US customers. India, Pakistan and Egypt run large outbound floors too, and Colombia, Mexico and the Dominican Republic sell the same work in US daytime hours with Spanish included.
Compliance is the part of the job a client cannot outsource. Under US rules the seller usually shares liability for how its call centre dials, so serious buyers audit recordings, consent records and dialer settings before they send a list.
An outbound campaign is judged on a handful of metrics. These are the ones an agent hears about on day one.
| Metric | What it means | Why it matters |
|---|---|---|
| Contact rate | Share of dials answered by a live person. | Sets how many dials a result costs. Depends on list quality, caller ID reputation and time of day. |
| Conversion | Share of live contacts that become a transfer, sale or booking. | The measure of the script and the agent. |
| TPH / SPH | Transfers or sales per agent per hour. | The number on the leaderboard, and often the basis for incentives. |
| Drop rate | Answered calls abandoned because no agent was free. | Capped at 3% by US rules. The dialer's pacing is tuned to stay under it. |
| Wait time | Seconds an agent sits idle between calls. | The cost of dialing too slowly. It trades off directly against drop rate. |
| AHT | Average handle time: talk plus wrap-up per contact. | Very short calls can signal hang-ups or agents skipping the script. |
| Dispositions | The outcome code an agent sets on every call: transfer, not interested, callback, DNC, answering machine. | Feeds list recycling and every report. Wrong codes corrupt both. |
| QA score | A recorded call graded against a rubric: opening, qualifying questions, disclosures, transfer. | Catches bad transfers and compliance risk that the volume numbers hide. |
| Billable rate | Share of transfers the client accepts and pays for. | The gap between transfers sent and transfers paid is where revenue is lost. |
Two decisions shape every deal: where the team sits, and what the client pays for.
Same country as the client. Highest cost, used for regulated work, complex sales and accounts where accent and context matter most.
A neighbouring country in a similar time zone. A middle price with easy travel and real-time collaboration.
A distant, lower-cost country. The largest savings, with night shifts and more management distance.
One predictable monthly fee covering your dedicated team, management, QA, coaching and performance infrastructure.
A fixed monthly retainer with additional compensation tied to agreed performance targets.
Custom pricing for larger or more complex operations requiring dedicated management, specialized roles or additional capacity.
BPO is one of the few industries where most managers started in the entry-level job. The usual path looks like this.
Handles contacts for one client campaign after a few weeks of product and process training.
A senior agent who takes escalations and supports new hires on the floor.
Runs a team of roughly 12 to 20 agents: coaching, attendance and daily performance.
A sideways move into quality assurance, training or workforce management.
Owns a campaign's results and the day-to-day relationship with the client.
Answers for the profit and loss of a client portfolio or an entire delivery centre.
Outbound calling is being squeezed by carriers and regulators on one side and reshaped by AI on the other.
Carriers now verify caller ID and label suspect numbers as spam before the phone rings. Contact rates fall, so floors manage number reputation as closely as they manage agents.
AI agents can open the call, ask the qualifying questions and pass only interested people to a human. Rules on consent for AI-voiced calls are tightening at the same time.
Speech analytics can transcribe and grade all calls instead of the two or three per agent a QA team used to sample. Coaching becomes more targeted, and monitoring more constant.
Real-time prompts, suggested replies and automatic call summaries cut after-call work and shorten the time a new hire needs to become proficient.
When software does part of the work, charging per head stops making sense. Clients push for per-resolution and outcome pricing, and providers have to sell technology as well as people.
Whether you need calls made or want to be the one making them, pick the door that fits.
Tell us what you sell, who you want to reach and what counts as a qualified transfer. We'll come back with a team size, a script plan and a start date.
We hire agents across the Philippines for outbound campaigns serving US clients. Bring clear spoken English and a steady internet connection, and we'll train you on the script.