#Callcenter agent software#

That’s especially useful because you’re 21 times more likely to qualify a lead if you respond within five minutes, compared with 31 minutes. LIkewise, outbound sales calls can be based on things as simple as an expression of interest made through your website.

#Callcenter agent software#

That’s surprising because CRM, cloud Helpdesk software and lead capture systems can easily forward contact details to a call list based on rules that you define.įor example, it’s easy to base outbound customer retention activity on flags like negative feedback scores, complaints or approaching contract renewals. Those flags are your call listĪside from dialing, compiling call lists is one of the most time-consuming pieces of work.

Next, create a simple automated process to flag the leads or customers you need to call.

The first step is to integrate your dialer with surrounding systems, like your call center CRM and cloud Helpdesk software.

In addition to dialing, that includes compiling call lists. If you’re going to automate a process, automate every part that you can. The technology has steadily improved to give us tools like power dialers and predictive dialers, saving many thousands of dollars and hours. Outbound call centers have been using sales dialers for several decades. Poor quality data is thought to cost businesses around $3billion annually. On top of that, automated data entry (which is relatively easy) saves valuable time and improves data quality. Anything you can do to shorten that timeframe is immensely beneficial, so highlighting established upselling opportunities is a no-brainer. Here’s the thing: it takes about ten months for a new salesperson to become fully productive.

Highlighting upselling/cross selling opportunities.

Training agents in better processes/approaches.

What about outside the IVR context? NLU can also have uses in outbound calling, such as: NLU is typically deployed within an IVR system, so it’s next move could be confirming those booking details. NLU identifies ‘reservation’ as the important concept and ‘check’ as the action. NLU is technology that ‘listens’ to voice input to determine the intent of the speaker.Ī strong NLU implementation looks like this: a caller says ‘I want to check my booking’. Let’s start with the big one: Natural Language Processing ( NLU). Three skills the best outbound call centers have

An agent may make fewer, longer calls but more sales. Of course, you’re more interested in the success of calls than the volume. It can also indicate whether your auto dialer software is up to task. The number of successfully connected calls that an agent handles over a defined time period.Ĭalls per agent can help you to determine whether agents are on task. This is useful to monitor because you may be able to share the skills and techniques of the most successful agents with your entire team. (Again, you can apply this metric to outcomes other than making a sale.)

The number of sales an individual agent was able to make with a single call to a lead. The proportion of calls which result in a sale (or any action defined as the purpose for the call.)Ī low conversion rate increases the cost-per-lead and usually indicates either weak lead nurturing/procurement or underperforming agents. Hold time is also included although this tends to be less relevant in an outbound context. AHT is usually measured from the point an agent is connected to a customer to the point an agent concludes after-call work. The average duration of a customer interaction. Outbound call centers usually have some metrics in common with inbound call centers, as well as some which are unique to outbound calling. Some common uses for outbound call centers: The third (and generally most successful) option is a ‘blended’ call center which can make and receive calls as needed. This is an alternative to an inbound call center which only receives calls. The aim is generally to make sales, provide customer service or perform research. Three skills the best call centers haveĪn outbound call center makes calls, often to customers or leads (potential customers).