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94% of customers are likely to purchase again from a brand if they had a positive customer experience.
Isn’t the role customer experience plays in any business quite interesting?
Generally, customers and potential customers are contacted via an outbound call center through an outbound call center software. To increase agent productivity and efficiency, businesses use outbound call center software.
By reducing agent idle time and handling outbound calls more efficiently, the outbound call center software contributes to the overall success of the call center. Moreover, businesses can benefit from outbound call center software by automating their phone processes.
In this article, we will examine outbound call center software alongside its features. We will also take a look at some of the most popular outbound call center solutions.
An outbound call center refers to a call center that makes outbound calls to customers on behalf of a business.
An outbound call center software is the ultimate outbound call center solution that a company uses to meet its objectives. For example, sales, customer satisfaction surveys, service/product feedback, and so on.
Outbound call center software is an outbound call center solution that enables outbound call centers to run more efficiently. This software assist in the overall growth of these businesses.
This outbound calling software manages outgoing calls, record customer complaints, monitor customer experience, and track agent productivity. Multiple departments can benefit from these outbound call center solutions.
Sales and marketing teams use outbound call center solutions to make sales calls to clients.
In fact, phone calls are the most common method of contacting a prospect or a customer. However, systems like outbound call center software also make it possible to communicate with customers via other means. For example, live chat, instant messaging, text messaging, and social media.
In contrast, support teams use outbound calling software to resolve customer issues and even provide post-sales training.
An outbound call center comes equipped with various helpful features. Here are 6 outbound call center software features you should know about:
This feature of outbound calling software frees up your contact center agents by reducing their time making calls. This increases productivity and efficiency. Agents can spend more time interacting with customers when using outbound calling software.
The outbound call center software algorithm manages the call queue . This outbound call center software also estimates when a customer service representative will be available to take a call.
This feature of outbound calling software helps integrate VoIP (Voice over Internet Protocol) services and the existing telephone equipment.
This feature of outbound call center software helps in making phone calls from internet-enabled devices.
This feature of outbound calling software helps gather, record, and analyze calls made by a business over some time. This outbound call center solution provides information such as frequency and duration of phone calls and caller ID information.
Outbound calling software also offers features like call recording. This outbound call center solution helps you maintain a centralized collection of recordings. These recordings can then be used for training and quality monitoring in a call centre.
Read: Complete Guide On Outbound Calling
There is a wide variety of outbound call center software your business can choose from. However, there are some that are conisdered by most to be much more effective.
Here is a list of the 5 most popular outbound call center software:
NeoDove, considered India’s leading telecalling CRM and dialer platform, is an effective outbound call center software for various businesses. Equipped with a smart auto dialer and real-time monitoring, it can help boost your productivity.
Not only this, the outbound call center also provides your business with 360-degree lead management capabilities. Easily capture, track, prioritize and categorize your leads all from one platform.
Additionally, the platform allows you to effortlessly automate all your time-consuming business processes. NeoDove is a great option if you’re looking to enhance your customer experience while also supercharging your sales.
RingCentral is an outbound call center software that includes robust features like intelligent routing, CRM integrations, workforce management tools, etc.
You’ll also gain access to administrative and management tools, using this outbound call center solution. For example, surveys, call recording, and analytics.
RingCentral is secure, safe, and dependable. They have a 99.99 % guaranteed uptime, and this outbound calling software allows your agents to work from anywhere.
Five9 is an outbound call center software that is hosted in the cloud. The Five9 Intelligence Cloud Contact Center empowers and enables your customer service agents to work from anywhere. Five9 is entirely customizable.
This outbound calling software delivers a crystal clear voice, strong security, and a 99.99% uptime rate. The Five9 contact center is reliable, affordable, and simple to use.
CRM integration, open platform APIs, call routing, omnichannel support, global voice, and predictive dialing are some of the most important features of Five9. It truly is an all-in-one outbound call center software.
Five9 also offers a variety of solutions based on the nature of your business. This outbound call center software is excellent for sales, telemarketing, customer service, collections, outsourcers, and SMEs.
CloudTalk is a low-cost outbound call center solution that provides remote-ready phone center services. Your sales team’s productivity will skyrocket thanks to CloudTalk’s advanced features.
It dials automatically, allowing you to reach more prospects and convert more leads. CloudTalk outbound call center software is designed specifically for sales teams.
This outbound call center software integrates well with all major CRMs. It is an outbound call center solution that provides virtual phone numbers from 140 countries at unbeatable prices. CloudTalk’s advanced features include predictive dialing, call recording, call statistics, call campaigns, call monitoring, and CRM integrations.
Talkdesk’s outbound calling software comes equipped with ACD, IVR, Ring Groups, and other intelligent routing features. All plans include unlimited call recording.
It has advanced voice capabilities and a power dialer along with cutting-edge network architecture. Outbound Dialer is also available from Talkdesk.
It has call recording, monitoring, and barging as quality management features. Talkdesk can be integrated with over 30 different systems, including Salesforce and Zendesk. It also offers customizable reports as well as a real-time dashboard.
Outbound call centers are quite useful to any business especially when salespeople use effective outbound scripts. Moreover, there are certain features of outbound call center software that can improve the efficiency of the outbound calling process.
Here are important features you should have in your ideal outbound call center software:
A dialer feature in outbound call center software aids in the automation of the calling process. By incorporating intelligence into the dialing process, it increases operational efficiency while decreasing call drop rates. Using this, agents don’t have to dial a number manually.
Predictive dialing increases the productivity of your call center agents and reduces idle time while ensuring high call connect rates. It also determines when the agent will be available to take the call using configurable dialer algorithms.
When using a Preview Dialer, the customer’s information is displayed to the agent before making the call. As a result, they have time to get to know the customer and have more informed conversations with customers.
Multiple dialing processes or campaigns can be run simultaneously. Agents are automatically directed to the campaigns and queues to which they are assigned. This thereby increases productivity and reduces the scope of error.
It provides real-time visibility into metrics such as connection rates, call volumes, campaign data summaries, and more. The use of reports and dashboards aids in allocating resources and the management of campaigns.
Also read, Why outbound sales is important for your business?
Choosing the right outbound calling software is critical to the success of your business. Call barging, real-time dashboards and call monitoring should all be included, and it should offer you seamless scalability.
The best outbound calling software is supported by intelligent outbound dialers and powerful outbound call centers. These help increase customer engagement and connection rates.
In this way, outbound calling software gives your company an advantage over your competitors. Alongside this, it also helps increase revenue, reduce agent training, improve customer retention, and more.
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