Outbound call center software

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7 Must-Haves in an Outbound Call center Software
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According to researchandmarkets.com, the outbound
call center solution market is expected to see a
5.5 growth in 2016 and 2017, compared to its
performance in 2014. The escalation is expected
to be driven by the fusion of outbound solutions
and the existing in-bound call center models.
This is likely to be accomplished by a virtual
call center software.Today, we see a surplus of
refined technology being used in the operation of
contact centers. Since each software and hardware
element is different, the challenge lies in
selecting the right technology and implementing
it correctly.
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Business Luxuries that have become Necessities
Customers look to be easily guided and serviced
by different communication channels. Apart from
attending calls, outbound call centers need to
focus on channels like emails, chats and social
media posts. Here are a few call center
essentials that have become a mandate for
business success1. Automatic Call Distributors
(ACDs) and Predictive Dialers ACDs and
auto-dialers have become the core software for
both inbound and outbound call centers. While the
former requires these for rerouting calls to the
appropriate and available agents the latter
needs these softwares to make, as well as
complete calls.2. Customer Relationship
Management (CRM) Application Agents use the CRM
to ensure customers receive prompt responses, so
that the overall relationship and value to the
enterprise is maintained. Contact centers also
make use of this application to record and
document issues and requests made by customers.
They also make notes on how such queries were
addresses. This creates an extensive record,
which can be used for reference, during the next
contact with the customer.
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3. Campaign Management System (CMS) Outbound
call centers today require a CMS, so that the
right customers can be contacted through the
predictive dialer system. Some basic varieties of
the software produce a list of prospective phone
numbers or mail IDs. A more enhanced version
allows the agents to record how the customers
have responded to a particular call and related
campaign. This will let them build a database of
patron interests for future use.4. Interactive
Voice Response (IVR) System The speech
recognition system is an intelligent and
interactive tool, which handles incoming customer
calls automatically. An advanced system also
facilitates an easy-use customer channel, where
they are able say commands, instead of using the
number on their phone to select options.
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5. Call Recording Systems Most businesses in
the industry have a recording system, which
captures the complete interaction between the
customer and the agent. This acts as a record
when queries arise about the interaction, and
also for quality training purposes.6. Computer
Telephony Integration (CTI) As the name
suggests, it mainly integrates the ACD and CMS
applications. At a basic level, it prompts the
customer's records on-screen, when they come on a
call. This helps the reps get the relevant
information very quickly.
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7. Workforce (WFM) and Quality (QM) Management
Software Both are software aimed at assessing
the performance of agents. While these are used
mostly by in-bound centers, they are now being
increasingly used by outbound call centers. The
software helps manage schedules, project needs
and boost effective agent hours, while taking
into account vacations and sick leave. It ensures
that the functioning is in adherence to the set
procedures and policies.Iq telecom is an cloud
contact center software solution provider.For the
more information you can visit IQ Telecom
Official Website.