Call center solutions have been in use for many years. It can be used for inbound, outbound, and blended campaigns in a call center. With increasing popularity, call center solutions are also used in different businesses and companies along with call centers. Usually, a call center solution gets used for all types of campaigns. Thus, this software support features for inbound, outbound, and blended call center campaigns. However, some call centers focus on a specific type of campaign more. Thus, it must have more features for that type of campaign. If you are buying this solution to majorly run outbound campaigns, you need to focus on having features that can support outbound campaigns better.
In this article, we will share the must have features in a call center solution to be used for outbound campaigns such as sales, collection, etc.
1. Auto Dialers
An outbound call center needs to contact many leads in as little time as possible. Manual dialing is definitely not an option. Your software must have auto dialers. Usually, all call center software offers one or more auto dialers. However, what you need to look for is the following auto dialing features:
· Predictive dialer
· Preview dialer
· Power dialer
· Progressive dialer
According to the communication channel you have, you can get call broadcasting or SMS broadcasting feature. If you use an omnichannel call center solution, you should have both of them else only a call broadcasting feature. In an outbound call center solution, this feature is often useful in reaching more leads within minimum time and effort. Thus, it can be a great power for the outbound call centers.
3. Multilevel IVRs
IVRS (Interactive Voice Response) system is one of the common functionalities available in all call center solutions. However, outbound call centers need a multilevel IVR. It is usually used to collect input from the customer or reduce the efforts of agents. It also saves resources.
4. Data Verification
This is an advanced feature, which can be a great boon for call centers running outbound campaigns. In any outbound campaign, general practice is a supervisor or admin adds all data in the call center software and define a specific auto dialer to run campaigns. Once done, the call center dialer dials call and keeps routing connected calls to the agent as per the algorithm. This can waste resources if there are more bad leads in the list. On the other hand, by using the data verification feature, before dialing lead numbers, it will automatically inspect all of them. All wrong numbers can be filtered based on the result and only verified numbers will be used. This helps in increasing productivity and better resource utilization.
5. All standard features
Along with all advanced features, an outbound call center solution also needs all standard features such as:
· Call hold and retrieve
· Call transfer
· Call logging
· Call snooping
· And more
While looking for the right call center dialer, look for these features if you will have more focus on outbound calling campaigns than inbound.