Managing an outbound call center can be a major challenge for many growing companies. Especially now where a lot of changes in work setting are made and new advancements are being developed to provide customer support.
If you want to offer customers great phone support, you’ll need effective call center software that allows your service team to do their best work.
Without accurate and reliable software, outbound call center agents would struggle to pitch a sale, answer queries, and even measure customer satisfaction.
Choosing the right software for your outbound call center services is extremely important. As we look forward to another year of business, we’re here to break down the common features of call center software and the best call center software options available this 2022.
Latest outbound call center software features
While outbound calling is a great way to increase sales, it can also be the most time-consuming, or least cost-effective support channel. But not with the use of the following latest software we’ve listed down for you!
Read on to learn more about our top 10 outbound call center software you need to watch out for the coming year.
Computer telephony integration (CTI)
CTI seamlessly connects telephones to the agents’ computers. Reps can make outbound calls with a computer telephony integration system, and complete other tasks such as processing the request or documentation directly from a laptop, or desktop.
This makes things a lot more convenient for agents as they can collect important information from their customers and directly document it. This integration offers new functionalities to perform calls that would ease your customer experience.
Customer relationship management system
Customer relationship management (CRM) is a system that provides a central place where businesses can store customers’ data to manage relationships with customers.
When there’s a centralized system for customers’ information, they wouldn’t have to repeat their issue to different support representatives. Just in case the customer calls again, the agents have more context about the customer’s issues.
Cloud-based calling
Outbound call centers that use cloud networks will also need a cloud-based calling system for their web databases. Cloud-based calling is a phone system that uses the internet to make calls instead of a phone line.
A third-party provider usually provides this service, as it is cheaper to install and maintain. This feature enables users to place calls directly from a computer or mobile device as long as it has an internet connection.
It also frees businesses from the burden of buying and storing stand-alone hardware that would only cost them.
Data analytics
Call center agents relied heavily on coaching sessions of the managers to boost their performance. However, in today’s digital and data-driven world, this method is easily overtaken by events, especially by something so life-altering as a global pandemic.
Nowadays, more call centers companies are using data analytics tools for measuring and interpreting metrics into meaningful feedback.
The use of analytics today is getting more relevant than ever. Omnichannel strategists are also comprehensively using analytics to their dashboards that can summarize statistics of their business.
Escalation software
Escalation requests are one of the most in-demand steps in customer service. A call center software that will allow you to manage the escalation requests in resolving urgent customer support queries is a key role in delivering the best customer experience.
An escalation software should also allow your agents to de-escalate issues by extending a subscription, granting discounts, or processing refunds within one single call. This makes everything easy for your clients, while it also makes your agents efficient.
Power dialer
A power dialer is an automated feature that directly calls a number right after a call is ended. As soon as the rep is done with a call, the system will call the next contact number listed on their database.
Power dialing lets your team members be more efficient because they don’t have to spend time figuring out which number of prospective clients to call next. They won’t be wasting any second by manually dialing numbers too.
This outbound power dialer estimates the typical amount of time it takes for a call to be answered to make successful live connections. It ensures that your team members spend their time on the phone only with calls that are answered by a live person.
Omnichannel services
In an omnichannel customer experience, conversation history comes with the customer’s option to switch interaction from one channel to another channel.
This amazing call center software allows agents to contact their clients on different platforms. One of the most important factors to consider on a software is its fluidity it offers, as it can integrate with your other channels such as email, social media, and chatbots.
This feature will remain very useful in the coming years giving customers a consistent customer experience no matter which channel the interaction begins on.
Call routing
When you call customers and prospective clients, how do you ensure they would get to the right department or agent that specializes in their concern?
Whether your software offers automated call routing, or self-answering tools, it’s important to understand how your call routing will work as you make calls.
Recall technology
Artificial intelligence includes recall technology as a filtering system in call centers to screen inaccurate or unwanted communications. This software prevents call center agents from committing mistakes by sending wrong messages to their clients.
This innovative technology represents a major leap in the call center industry as its features pose a great edge to businesses.
Call scripting
If you have a long list of existing customers and potential buyers combined, call scripting will let you organize them and allow you to make a high volume of calls.
It picks up on certain keywords in the customer’s email and offers the most fitting troubleshooting instructions.
A call scripting feature allows you to create templated scripts that all of your support team can use upon making a call. That way, the customer will have a consistent experience regardless of the agent they are talking to.
The apt software for your business
These softwares remains to be a trendsetting technology in the coming years, and all you have to do now is to align your business with these trends.
When utilized strategically, these software will reduce costs and streamline your business internal operations. But most of all, it will determine how you and your support team can deliver the most consistent and most personalized experience for your existing clients and potential ones.
