See the latest articles on Planning for Outbound

Best Practice customer focused outbound contact balances the needs of both the customer and the business whilst ensuring compliance with current Ofcom legislation. With the help of our members covering many sectors including sales, collections and customer service, the National Outbound Forum, part of the Professional Planning Forum has developed a suite of materials which can guide your decisions in outbound contact.

Fast track your learning, by taking advantage of a growing body of experience in this area within our communities of best practice.

  Dave Vernon - see biog and contact details
Take a look at these articles, videos and links
Communication choices - new research from OFCOM
Customer Effort - the original Harvard Business Review article
DAS Awards Case Study 2012: Operational solutions drive profit margins
National Outbound Forum Report 2012
National Seminar Report: Outbound
Netflights Awards Case Study 2010: Integrating web and outbound to drive sales
Putting People First
Putting the customer at the heart of outbound
Real-Time & Operational Planning for Front Office & Outbound Operations
Scottish Widows part of Lloyds Banking Group Awards Case Study 2012: Better conversations keep customers loyal
Specsavers Awards Case Study 2011: Building loyalty through multi-level outbound
Telefocus Awards Case Study 2011: Fully-blended outbound campaigns
The Information Commissioners Office Finally Takes Action on Spam Texters
The National Outbound Forum: are we fit for purpose?
The Operational Excellence Model and the Five Steps to Success
Ventura Awards Case Study 2010: Calling the right people at the right time


(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit