Category: Outbound Call Center

Agent talk time can be increased by up to 300% using automated dialing systems, according to studies.

The Outbound Dialer Software is one of the essential tools that aid in this efficiency. Thus, dear readers, lock in for a canny investigation into the universe of this Dialer Programming.

Understanding Outbound Dialer Software

Ever considered what makes a call campaign really significant? It’s the dialer technology working behind the scenes. 

Outbound Dialer Software, also known as a predictive dialer, is a cloud-based dialing platform designed to streamline outbound calling processes. The foundation of telemarketing software is this automated dialing system, which enables agents working in call centers to connect with leads. Manual dialing eats up time. Our dialer technology puts time back in your hands. 

Focus on conversations, not on dialing. This smart system analyzes data to dial at the most lucky minutes, expanding your possibilities and making significant associations.

Why Do You Need Outbound Dialer Software?

Dialing Efficiency 

Experience a significant boost in efficiency with the automated dialing system. Dialing becomes not just a task but a well-oiled process, saving time and resources.

Precision in Outreach 

Ever dialed a number only to find it’s the wrong contact? 

With precise call campaign management, your agents reach the right leads at the right time. 

Remote Agent Capabilities

In the era of remote work, having a lead generation dialer that supports remote agents is crucial. Outbound dialer software, especially cloud-based solutions, empowers your team to connect with leads from anywhere. 

Time is Money – Save Both

Every second spent on manual dialing is a second lost. The automated dialing system of outbound dialer software ensures that your agents spend less time dialing and more time engaging with prospects. It’s a simple equation: more calls, more opportunities.

KingAsterisk Technologies: Your Vicidial Partner

Now, you might wonder, “Can I afford such a sophisticated solution?” 

With KingAsterisk Technologies, you not only get excellence but affordability too. Our Vicidial solution is installed and configured for you at no extra cost.

Conclusion 

Allow me to thank you for being a part of our journey through the Outbound Dialer Software industry as we come to an end. With KingAsterisk Technologies and Vicidial by your side, you’re not just making calls – you’re creating meaningful connections that drive success.

Our how to introduce and configure Vicidial for you, free of cost, is a demonstration of our commitment to your prosperity. Reach out to us for more details and a free demo. Thank You!

Kingasterisk Technologies’s dialer software is an automated solution that allows agents to connect with potential customers. The tool filters out calls that aren’t answered, sent to voicemail, disconnected or busy.

With our dialer at work, your agents can focus on meaningful conversations and not on dialing numbers.

In other words, Our dialer makes the best of all your inbound, outbound and blended campaigns by boosting agent productivity, accelerating sales and increasing customer satisfaction.

The inbound, outbound and blended call center complete the whole picture of cloud-based call centers with their unique features and benefits.

However, it completely depends on the scheme of the business to decide a particular type of call center. You may need an outbound call center to outreach your customers effectively. Inbound call center helps you in handling the call volume. Blended call centers are a very good option to make the outbound and inbound operations together to make a steady connection with the customers.

For a long time, most people have had a very simple perception about inbound and outbound call centers, that is, the former serves incoming calls, while the latter maps outgoing calls. 

This concept is correct, though many other things are involved too.

If you go into detail, inbound and outbound call centers have a very different approach, function, and working infrastructure. There are huge differences in the purpose, nature of work, challenges, agents’ tasks, etc.

But besides just that, there is another type of contact center that functions as blended call centers. But before you get an in-depth understanding of the blended contact centers, let’s know more about the differences between inbound and outbound call centers.

Inbound Call Centers

Inbound call centers don’t require as many additions in the process as outbound centers, thereby keeping the cost down. 

KingAsterisk Technologies’ inbound call center campaign offers your call center a number of benefits, including:

– Decreasing the caller’s time waiting in queue.

– Increasing the effectiveness of the call.

– Allowing the caller to select where to be directed.

Your high-volume call center will operate better and more efficiently using our inbound call center campaign, because it will reduce the caller’s time waiting in the queue and boost the effectiveness of the call.

Outbound Call Centers

Outbound call centers are slightly more complex on the setup as they require quite a lot of inputs on the operations. 

An outbound call center campaign enables you to fine tune every target group of leads or customers with a specific set of rules. Kingasterisk Technologies Dialer software  allows you to configure each campaign to follow a different behavior and use different dialing modes.

King Asterisk Technologies outbound call center campaign offers your call center a number of benefits, including:

– Increasing your reach to your target audience.

– Customizing behavior for each target group.

– Adapting to campaign needs with different dialing modes and configurable dial sequences.

– Transitioning leads through different campaigns

Your high-volume outbound call center will operate better and more efficiently using our outbound call center campaign, because it will improve your reach to your target audience.

Challenges of Operation

Since inbound and outbound call centers have different setup and purpose, there are different challenges required in operation. To start with, inbound call centers are not directly related to the first-hand sale as it does not involve the lead generation or conversion.

Hence, the sales target and pressure to work on the ROI is not as much as in an outbound call center.

However, on the other hand, outbound call centers have a more different operation process where the agents call up mass-generated leads to try and convert them to sales or surveys.

Plus, since outbound call centers are more involved in sales conversions, surveys, etc., the pressure of good performance is prevalent on every agent and manager involved in the operations directly.

Differences in Training and Approach of Agents

Now, the agents who are directly related to calling in a call center have to have a different skill set and need to undergo different training and personality developments.

In an inbound call center, where the people calling are either converted customers or valuable leads, the agents need to be extremely polite in the approach and skilled at solving the problems that they may have.

This may even include having any technical knowledge that the operation deals with.

On the other hand, outbound call centers have slight leniency with that as there is a completely different requirement. 

Since outbound call centers have a deeper relationship with sales, the agents need to have good convincing skills to complete the sale or convert a lead to a potential buyer.

The agents need to have a quick judgment to take into consideration the customers’ behavior, interest, and tone of speech and deal with them just the same way.

What is a Blended Call Center?

Blended call centers, just as the name suggests, involves both inbound and outbound calling processes. They are mostly restricted for larger offices and brands as the needed technology requirement is higher than in outbound or inbound call centers.

Blended call centers have larger workforces of agents and a dedicated dialer. This system blends both incoming and outgoing calls at the same time using inbound ACD and outbound dialer and CRM integration.

A blended call center campaign allows common treatment and agent handling for leads for which both inbound and outbound calling occurs. Kingasterisk Technologies  Dialer software supports both inbound and outbound calls in a blended manner.

Call blending is the ability to both receive inbound calls and to place outbound calls using the same set of agents and only one contact center software system.

Call blending enables call center agents to both receive and properly route inbound calls and dial outbound calls, without needing to rely on separate call center software solutions.

Done right, and with the right blended dialer solution, call blending can unlock new efficiencies, reduce agent idle time, and boost productivity and morale. 

Now that you know what call blending is, it’s time to explore how your call center can make the most of it.

Kingasterisk Technolobgies’s blended call center campaign feature offers your call center a number of benefits, including:

– Giving agents the ability to handle both inbound and outbound calls.

– Provides efficiency to the call center by routing incoming calls to any open agent.

– Allows agents to continue from an inbound call into their outbound campaign using a blended call management setup.

Your high-volume call center will operate better and more efficiently using our blended call center campaign feature, because it will give agents the ability to handle both inbound and outbound calls resulting in workforce efficiency.

We at Kingasterisk Technologies provide proper customization according to your needs and demands.

Contact center customization — from changing the agent interface to building custom wallboards or integrating systems — has, historically, been a tedious task.

We create customized call centers for every kind of business. Designed and developed to meet YOUR business’ unique needs. Our solutions, combined with Vtigar’s call center software, provide your business with an easy to manage, future-proof customized call center solution.

Our complete customized setup brings a lot of perks, such as:

Better Call Flow

The call flow in a blended call center is always better than any individual contact centers. There is little idle time as the predictive dialer manages placing and receiving calls based on the call flow.

Less Wastage of Time

There might be times when there are little or no incoming calls. During this, the dialer increases the flow of outbound calls to ensure that the agents are not sitting idle, thereby encashing on the resources completely.

Manages One CRM

The CRM used in a blended call center is versatile as it can manage the details of both the outbound caller ID and inbound ticket integration.

With Kingasterisk, everything is unified, inbound and outbound calls are blended and delivered straight to the agent’s desktop.

Easy Communications from your CRM or browser

With the use of CTI and WebRTC technology you can dial numbers and log calls directly within your CRM or even allow your agents and/or customers to communicate via their browser.

One stop shop for communications and accounting

Get a customized billing solution and integrate it with your communications system to ensure efficient reporting on billing, collections and revenue.

Display the data you choose with a customized wallboard

Whether you want to display call data, CRM statistics, videos or team performance the choice is entirely yours. With our customized solution you choose what to display on your wallboard.

Which CRM are you using? We’ll integrate it

Whether you’re using a popular, widely-used CRM or in-house software with our custom CRM solution we guarantee a seamless integration with your Vtiger CRM system.

Need further call center customization?

The most crucial point is that it’s yours. You can customize it however you want, suggest additional features, and even request a specific user interface. 

This is impossible for the ready-made software. It doesn’t matter if you do business through an online eCommerce solution or via brick and mortar storefront. 

The project is made with your requirements in mind and tailored to suit your industry.

We offer any kind of custom development to meet your needs and requirements.

In the not-so-distant past, customers had several options when contacting a company.

Today, customers can use chatbots, email, live chat, phone zoom, social media, and more to communicate with brands. However, today, most customers use the phone to resolve issues with companies. But handling customer inquiries over the phone presents challenges and costs.

Fortunately, outbound call center software and outbound call services help reduce the cost of setting up and managing phone support.

What is the Outbound Contact Center?

Traditionally, an outbound call center is a room full of desks, phones and computers occupied by agents. Today, outbound call centers can also be virtual.

In either case, an outbound contact center solution provided by Kingasterisk Technologies is a group of agents who call customers or prospects on behalf of their business. Call center agents usually try to sell, collect funds, or conduct research. 

Although not common, businesses can create outbound call centers to offer proactive customer service.

Why Use an Outbound Call Center?

Consider an outbound call center if your business does any of the following:

– Selling or arranging sales over the phone.

– Conduct surveys through telephone questionnaires or interviews.

– Provide telephone support for active customer service.

– Customer addresses are available for renewal.

Of course, just because your business doesn’t do any of the above doesn’t mean a call center shouldn’t be considered. Any business that requires a large volume of outbound calls may be better suited to an outbound call center.

Who Uses Outbound Contact Center Solution?

The use of contact center software is more common among companies in the healthcare, technology, financial services, retail, and e-commerce industries. That being said, it is not uncommon to find companies in various industries using call center software.

What Does Outbound Call Center Service Include?

It is not uncommon for organizations to outsource some or all of their outbound calls through third-party call center services.

Outbound call center companies vary widely, but outbound call services often include one or more of the following:

– Lead generation

– Bookmark settings

– The call is scheduled

– Customer survey

– TV sales, riots and updates

– Customer retention

– Competitive market research

If you are determined to keep your outgoing calls at home, you need a call center solution. 

That means choosing a solution that provides (at least) the features you need to get started.

Of course, more complex solutions may have additional features, but the main solutions to look for are:

CRM, Help desk and Other Integrations

Outbound call agents need to know what they can do about the caller to provide the best possible service. Previous order information, account details and other contextual information allow agents to customize their message settings.

This is why tight integration between outbound call center software and CRM and/or support tools is critical.

Fortunately, most outbound calling solutions have some basic integration. Through CTI, most solutions integrate your phone and computer data, making tracking easier.

However, you’ll find that the best outbound call center software includes more integrations that make it easy to put together an outbound call experience for your agents, managers, and customers.

Alarm, Recording and Monitoring

As contact centers scale, managing agents becomes a bigger business. Call notes, recording and monitoring are good.

Tags help you sort calls by agent, customer segment, time of day, or other parameters of your choosing.

So, if needed, you can easily view your phone data and pull records to review performance reviews, training sessions, or disciplinary issues. Call monitoring is an important feature for managers because it allows them to keep records of agents in real-time. This can be especially useful for new employees who need to help the manager if the call goes bad.

Call Center Analytics and Reporting

While call logs allow managers and agents to review specific calls, call center analytics provide high-level call center metrics. Managers can use call center analytics and reporting to set goals and monitor progress, evaluate performance, and eliminate potential problems. 

Among other things, call center analytics allow you to see things like average talk time, missed and rejected calls, transfer rate, call abandonment, and average response rate.

Power Dialers

If you’ve ever worked as an overseas caller, you know how much time it takes to make a call. Not only are you wasting time dialing numbers manually, but also calling inactive or unresponsive phone numbers.

A powerful dialer eliminates this wasted time by automatically dialing the number and connecting to a live agent when the prospect arrives. Not all contact center software has this feature, but it is a game changer for large operations and we at Kingasterisk Technologies provide this.

What are the Main Benefits of Outbound Contact Center Solution?

Service Channel Continuity

If your company is like many, you likely manage more than one service channel. As service channels proliferate, it becomes increasingly difficult to maintain continuity in the customer experience.

Fortunately, good call center software improves your company’s ability to provide a seamless customer experience.

That’s why it’s important to find call center software that integrates well with your existing equipment.

The more integrated your internal processes and tools are, the more integrated the customer experience will be.

Make Outgoing Calls Faster and More Efficiently

Call center software makes your outgoing calls faster and more efficient at the same time. Features like automated dialing and CRM integration allow agents to focus on talking (not calling) and providing important context about the customer.

Outbound call centers help managers do their jobs better with features like optimizing call routing based on availability.

Reports and Analytics Make Learning Easy

Most quality call center software comes with at least a basic level of reporting and analytics. It allows call center managers and agents to set goals, track progress and analyze performance. 

All contribute to higher quality and faster learning, as well as overall productivity.

Using Outbound call center software, you can measure customer service metrics by:

– First response time

– Phone trends sound

– Call time

– First call resolution (FCR)

– Final support quality

– Average waiting time

Checkout the following Contact Center Solution use cases:

– Generate and match leads through cold messaging.

– Conduct market research to determine customer needs and analyze competitors.

– Provide telephone support for active customer service.

To become a brand that customers love and are loyal to, you need to give them a compelling reason to do so. An important way to do this is through exceptional customer service.

With the advancement of technology, the world has become a global village where you can have your headquarters in Europe and set up a call center in India. All this is possible because of call center software.

What is Contact Center Software?

The main goal of any contact center solution is to route customer contacts to the best agents. The software records all of these interactions.

The simplest purpose of this software is to route incoming calls, allowing agents to answer incoming calls. On the other hand, the exit function is designed to reach customers. This can include a set of optimization technologies to improve efficiency, including automated calls and predictive calls.

To keep your call center campaigns running smoothly, you need call center software that is fast, accurate and efficient.

Factors to consider when choosing a software for an Outbound Contact Center:

Integration of Business Tools

A feature of call center software solutions like Kingasterisk is the integration of business tools. Your current one-click call center and help center software, CRM, chat, e-commerce platform, social networking platform and marketing platform will truly transform your team’s efficiency and productivity.

Quality

Today’s call center software solutions are more flexible than ever. With the advent of browser-based call center software, teams can access comprehensive call center features from anywhere on the Internet. So, using just a laptop, a headset, and the Internet, agents can make and receive calls, access real-time reports, monitor live calls, and participate in conference calls—all of which can be done on-premises or in the cloud – based solution.

Ease of Use

After looking at some call center software solutions that are the right type, have the right features, scalable and flexible with your business, evaluate them for ease of use. The last thing you want is the best software – on paper – not working. 

Make sure your agents can learn the software in just a few hours. A good tip is to have one of your agents test the software during testing. If they can’t project within a few hours, move on to solutions they can.

Working Hours

Some call center software solutions are easy to use, but not a nightmare to implement. If you choose your best solution, check how long it takes to get out. If the answer isn’t “a few minutes” for a small group or “a few hours” for a large group, that’s a red flag. Remember, every day you implement a new solution, it can cost customers significant money, confusion, and bad. 

So, make sure the fulfillment process doesn’t interfere with customer satisfaction or day-to-day operations by choosing a solution that can be resolved in minutes.

Learning

If you choose a call center software solution that is easy to use and quick to execute, it will be easy to understand the training material. Many will provide PDFs, videos, and knowledge bases to help your team work. Some companies will even offer to help train agents on site. 

Ask what resources are available and use what you want – even if you don’t think you need it. Either way, a little practice up front can save a lot of headaches down the road.

Technical Support

When something goes wrong – and it surely will – you need to know that your call center software provider will be there for you. Make sure they provide 24/7 and responsive technical support. The company that will fight you in the IT pit will be your best ally. A company that fails will lose your business forever.

Call Center Software Budgets and Costs

Understand your needs and your workflow. For example, call center software is ideal for cloud-based small businesses. For large companies with deep pockets, on-premise solutions are a better option as they offer organizations more autonomy and control. This can be especially useful for organizations in the banking and securities industry that need to deal with customer data. It is important to carefully analyze the cost effectiveness of the solution and the expected ROI.

Cost-effective

There are a few things to keep in mind when researching rates. Make sure you ask about processing fees, training fees, agent fees, per-minute fees, phone number fees, and fees for using certain features. You should also make sure that the payments are transparent, that you can see the payments at any time, and that the support team will respond if you have problems with the payments. 

The last thing you want is to be hit with a huge bill with hidden fees when you sign up for a 1 year contract!

Conclusion

Simplify your calls with an affordable, secure and reliable virtual phone solution. Call center software from Kingasterisk is a call center solution with third party integration. It allows you to interact with customers in various incoming and outgoing calls.

It can improve communication, improve customer experience, increase productivity and make more calls with fewer resources. Kingasterisk’s call center software is the ideal solution whether your call center is inbound, outbound or hybrid.