An outbound call center places calls instead of receiving them: sales prospecting, appointment setting, collections, renewals, surveys or reminders. The work is organized in campaigns, each with its own contact list, script, calling hours and goal.
Every campaign is shaped by four choices:
- Lists: who to call, screened against do-not-call lists before and during the campaign.
- Dialing mode: manual dialing, preview dialing where the agent reviews the record first, or a predictive dialer that calls several numbers per agent.
- Caller ID: the numbers shown to the people called, whose reputation affects whether they answer.
- Results: the call disposition recorded after each call decides whether the contact is called again.
Key metrics are connect rate, conversations or sales per agent hour, list penetration and, for predictive dialing, the abandon rate, which regulators in several countries cap.
Calling consumers is tightly regulated in Europe: calling hours, limits on repeated attempts and, in France since August 11, 2026, prior consent for unsolicited sales calls. OVOKY campaigns combine preview and predictive dialing, caller ID rotation and a do-not-call list checked before each number is dialed.