An outbound call center software helps businesses make calls to clients for a variety of reasons such as customer support, sales purposes and survey research.
Even if a business has an expert team of agents working in and out to assist customers, without knowing about the conventions of the software they are using, they won’t be able to fulfil their tasks efficiently.
This blog covers the list of Do’s and Dont’s of outbound call center software. Let’s get started!
Do’s of Outbound Call Center Software
> Choose the right software for your business
Start by choosing the suitable software for your business in the first place. This means identifying the needs of your business to decide which call centre software will be a perfect fit.
Many software available in the market offers some essential features and modifications. Therefore, before making a decision closely analyze the software and choose the software according to the nature of your business.
Answer certain questions like what is the main focus of your business? What is the mode of communication you use to reach out to your customers? Does your call center handle inbound calls, outbound calls or both?
Out of the available softwares, many of them can be used for both inbound and outbound call centers.
> Use Automated dialers to save time
As Benjamin Franklin stated, “Time is money”
That certainly applies here as reducing the waiting time of the agents between the calls can offer a lot of benefit to your business in terms of finance.
Automated dialers, also known as autodialers, predict when the agent is going to end a call and make another call on the behalf of the agent. Thus, saving a lot of time.
For instance, if an agent manually dials a number, it takes up to 20 to 30 secs and most of the calls may not even get answered. On the other hand, automated dialers determine the average number of dials it takes to connect to a call and supply agents with a constant flow of calls without wasting time.
Don’ts of Outbound Call Center Software
> Auto-Generated calls without customer approval
Spamming customers with continuous calls wouldn’t only affect the relationship the business shares with the customers but can also lead to severe penalties as it means going against the law- TCPA.
Telephone Consumer Protection Act (TCPA) restricts the use of pre-recorded voice messages, automatic dialling, and SMS to any number where the called party pays without the prior express consent of the called party.
The main aim of the act is to terminate repetitive, insignificant, or excessively interfering calling practices.
Any reputed call center would not want to harm its business and would follow the requirements of the TCPA act which involves not calling the customers registered under the National Do Not Call Registry.
> Never avoid recording customer calls
Call centre software offers the freedom to agents to record every customer call. In this way, supervisors can keep a track of their performance and ensure that agents are maintaining the quality standards.
Also, recorded calls make it easier for the agents to understand the needs of customers and with the help of valuable feedback from managers, they can even work on the areas of improvements.
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