Leads come directly from clients to the call center to filter through.
Outbound calls are made to the leads received by the client. These are generally customers who have expressed some interest (either in writing or online) in one of the services or products of clients that the call center represents.
Once the call center representative handling the call establishes that the customer is a "warm" or interested enough lead to be transferred on to the client, they are placed briefly on hold. Meanwhile, the call center agent attempts to reach the client's specialized agent to ensure there is someone immediately available, and to provide a more pleasant and efficient customer experience for both parties.
The call is then transferred to the client's agent, and the agent from the call center disconnects.
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