Whether you are a small business or a large enterprise, outbound calling software can help you increase sales and customer lifetime value. It enables sales, marketing, and support agents to contact existing and potential customers through phone calls, chatbots, and other channels.
Outbound calling software center software should come with various features that can help you save time and improve team performance. Some of the most popular ones include automated dialing, call recording, and integrations with CRM tools.
Web-based call center
A web-based call center is a contact center solution that’s hosted in the cloud and accessed through a browser. It can be used to handle inbound and outbound calls, as well as a variety of other tasks.
A Web-based call center is a great option for companies that want to reduce their costs and improve customer satisfaction. It also offers a wide range of features to help your support team work smarter and faster.
Agents who use a web-based call center can access customer data and ticket history through a single platform. This synchronization of information gives them the context they need to provide the best possible service, improving first-touch resolution and overall performance.
Web-based contact centers can also help you monitor performance and identify training needs. They can even be a useful tool for new agents who want to shadow more experienced employees.
Preview dialing
Preview dialing is an outbound call-making mechanism that allows agents to view information from prospects’ CRM records prior to manually placing calls. It helps call center managers maintain compliance with the TCPA and maximize customer experiences.
The system picks a lead record from a list of contacts based on your calling campaign settings and proposes it to an agent for review. Once the agent reviews it, they can accept it or reject it and move on to the next contact in their call list.
This setup is especially useful for businesses with complex sales campaigns where it’s important to perform customer research in between phone calls.
With a preview dialer, prospective clients are never kept on hold for too long, which can make them frustrated and likely to hang up the call. Also, the system connects them immediately to a live person, which eliminates dropped calls. Ultimately, it improves agent performance and ensures more productive call centers.
Call recording
Call recording is a valuable tool for businesses and teams that want to improve their customer service experience. It allows them to record their calls and listen back at a later date to get key points of interest from conversations.
Having full historical call records also makes it easier to resolve any disputes that arise with customers or clients, whether you need physical proof for compliance purposes or to clear up misunderstandings over commitments made. Moreover, it can also be used to help in training members of staff on how to handle certain situations.
A good call recording solution will integrate with CRM systems and other information systems, enabling them to automatically store call information in the appropriate customer file. They will also provide a range of options to remove or anonymise personal details on calls in line with GDPR.
Integrations with CRM
CRM integrations allow sales reps to track their interactions with customers and keep contact information up to date. This can help you create consistent relationships and reach your quarterly, monthly and annual goals.
Using the right software can also improve your team’s performance. Features like real-time call monitoring give agents the ability to receive feedback during calls, ensuring reps are on the right track and helping them identify any areas where they may need training or coaching.
A good outbound calling solution should have CRM integrations to ensure all customer data is on one platform and logged in automatically. This streamlines processes and eliminates human error.
For example, a form or survey integration lets you capture customer data and then sync it with their contact information in your CRM system. This gives you additional insight into their needs, interests, and challenges, and allows you to better serve them and build trust and loyalty.
