A call center solution usually offers multiple features. Each call center solution can be used to run inbound, outbound, and blended campaigns. It means it can be used to run any type of campaign. However, depending on the type of campaigns to be used most frequently, the call center solution should be purchased or used. The software you use must have all or many features that can empower your campaigns now or in the future. If a call center software has multiple features related to inbound call handling, but limited features related to support outbound calling campaigns, then it may not provide expected advantages.
If you are going to have campaigns like collection, cold calling, warm lead handling, etc. read this article. In this article, I will share the top features a call center solution must have to empower an outbound call center.
1. Predictive dialer
It is the most advanced and most important features that outbound call centers need in their call center solutions. As the name suggests, it can predict facts such as when an agent will be available for the next call and which lead is more likely to attend the call. It can also predict how long it will take for a lead to pick up the call. It is smart enough to filter unavailable and busy calls as well as answering machines. It can increase productivity exceptionally high. Therefore, make sure that your call center solution has a predictive dialer to offer.
2. Preview or progressive dialer
These are two different types of auto dialers. Depending on the nature of your outbound calls, you need any of these auto dialers. Of course, you can also have both of them to use as per the nature of the campaign. For example, if you run campaigns to sell real estate properties or to collect dues from your customers, you need a preview dialer. The preview dialer will show a preview of the lead before initiating a call and lets agents be prepared for the call. The progressive dialer dials the call only when the agent shows the availability. It simply auto dials the number and routes the call to the agent once it is connected to the customer. In a modern call center solution, both of these auto dialers filter calls connected to answering machine, busy tone, unreachable or unavailable numbers.
3. Manual dialer
The manual dialer is quite slow compared to auto dialers. However, it is possible that agents need to connect to the lead or customer whose number is not stored in the call center solution. At that time, he will need a manual dialer. Therefore, it is one of the must-have features in a call center dialer.
4. Built-in CRM
If you are not interested in investing in call center CRM integration, then it is necessary to have a built–in CRM system in your call center software. Even a mini CRM solution would work to deliver excellent results. It will help your agents to personalize conversations and increasing the chances of goal conversion.