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.
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.