A Ringside View Of Outbound Call Centers, Their Services And Benefits

Call centers services have been resorts of SMEs and Fortune 500 companies to save

time or enhance the productivity levels and increase customer satisfactions. The call center functions however change as per the need and size of the business. BPOs also vary in size, location wise and area of specialization. They can be an in-house set-up or a full-fledged business enterprise designed to meet the offshore needs of business.

Where an inbound call center manage customer demands, product request and information on product support, services of an outbound call center can be used for promotional marketing, telemarketing, business development and for generating sales. The other working areas of outbound marketing are lead generation, up/cross selling and database selling services as well. Outbound call centers play a crucial role in acquiring new customers by telemarketing your products and increasing your profits.

The advanced features of outbound call centers include:

Predictive Dialer

Predictive dialer technology enables call placement on the basis of the availability of agent and made selection on the responses given by the caller. It also saves time of call centers by managing unanswered calls, busy signals, disconnected or hung up calls etc.

Call Tracking & Interactive Voice Response (IVR)

Call tracking system streamline the data, information and metrics so that focus on promotions can be maintained. IVR is an automated system which identifies the callers and their query on the basis of keypad or voice responses.

Call Detail Record (CDR) Reporting

Call Detail Record (CDR) Reporting gather information and prepare reports on agent performance to track the performance of agents. This includes details like time of waiting, average call time, response etc. This helps supervisors to keep an eye on the areas of improvement.

Real Time Telemetry

This helps call center management to utilize the performance and work levels of agents in real time. Real Time Telemetry helps in the monitoring of waiting calls, total numbers of agents available and average time taken to answer a call. Having this information in real time assures quick resolution of the problem areas and promises enhanced productivity.

How outbound call center services help your company:

1) Increased customer satisfaction as agents are backed up by numerous advanced technologies like predictive dialers and CDRs

2) Increased Sales lead resulting in amplified ROI

3) Reduced costs of operations

by: JohnThomas

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