Proactive outreach is when the contact center engages customers to inform them about potential issues. Proactive outreach is also when a contact center reaches out to provide helpful information without the customer having to make the initial contact.
If a bank detects suspicious activity, they may proactively notify the customer to verify the transactions. Similarly, a cable company might reach out to inform customers about upcoming service maintenance to minimize inconvenience. Proactive customer engagement demonstrates a commitment to customer satisfaction, reduces reactive problem-solving, and improves customer loyalty and retention.