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.
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 success:
1. Automatic Call Distributors (ACDs) and Predictive Dialers:
ACDs and auto-dialers have become the core software for both in-bound 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.
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.
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.
7. Workforce (WFM) and Quality (QM) Management Software:
Both are software aimed at accessing 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.