What to Consider When Choosing Outbound Dialing Software

If you’re looking into opening your first outbound/blended call center, you no doubt are neck-deep in decisions. From the location to the hardware, who to hire to what headsets to use, every decision, no matter how small, will contribute to the success or failure of your center. One of the questions that should be at the top of the list is what kind of software is going to tie everything together. You don’t need to spend a lot of money to have a high quality call center software product that is cloud-based, scalable, and versatile. What you do need to consider are the types of features that are going to be needed to ensure your agents are effective, efficient and productive every day.

Features You Need

There are many different dialing platforms out there with many many different features. How do you know which ones are for you and what should you look for to give you the best productivity? 

● Outbound dialing modes. Predictive dialing, progressive dialing, preview dialing, and agentless dialing all appeal to different industries. What you will use depends on what types of customers you are trying to reach and how you want to reach them.

● Lead manager. Have you ever seen an agent roll their eyes at the same lead crossing their screen for the sixth time that day? You’ll be able to see which sources are giving you the best quality leads, and when those leads are running a little thin. Even better, your new software should be able to inject hot leads from your website or digital advertising campaigns.

● Give your managers and supervisors some love by making campaign monitoring and agent monitoring easy. Give them the tools that they need to adjust staffing levels, and to see which campaigns are bringing in the leads. Your supervisors will be able to manage agents, listen in on calls, and coach agents all from a single desktop, and have super slick reporting at their fingertips to keep everyone productive and efficient.

● Give your agents multiple options to reach customers. Voice isn’t the only way to go, you can reach customers with SMS, email, and a wealth of other options that open up new ways to service your clientele.

● Look for on-board training that can get your agents up to speed, and keep them updated on new features. On-board training that can be accomplished at their workstation cuts down on time spent in meetings, and gets rid of the lag between training and putting the new features into action.

The gap between what you want, what you need, and what you can afford is not as great as you think. Working with a good consultant, and an experienced software company like ChaseData means that you will be getting the benefit of experience, ease of training, and virtually instant set up. Your agents will be pleased at the features and intuitive interface, and you will be pleased at the bottom line.

If you’re interested in learning more about ChaseData, get your free demo.

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