How To Improve Outbound Call Center Efficiency Using Cloud Telephony?

February 2, 2022
Cloud Telephony

While considering customer satisfaction for your product/service, it becomes essential to consider the importance of a call centre. Companies sustain and owe their businesses to the customers, and it becomes crucial to keep them convinced and pleased that they are being taken care of and the company listens to them when they need help. That is precisely when a call centre comes in handy. The round-the-year availability of the company’s representative during the customers’ inconvenience, answering their questions, and providing them with optimal solutions through cloud telephony which assists them with problems relating to the service/product, keeps their faith in the company intact. However, we also need to consider the company’s vantage point. An outbound call centre justifies the company’s growth in sales and revenue, along with excellent customer service.

An outbound call centre is where the company’s representatives make calls to the customers on behalf of the company for sales, telemarketing, verifications, contact updating or surveys. Outbound call centres assist the company in increasing retention rates, creating more leads and is more cost-effective than a traditional sales team. Cloud telephony services contribute immensely towards operating outbound calls with the help of various convenient tools and features that also improve the efficiency of the outbound call centre.

Here are a few pointers that validate the argument in favour of utilizing cloud telephony to enhance outbound call centre proficiency.

1. Implementing the Missed Call Service – 

A missed call service is one of the most innovative yet underrated features of cloud telephony that can become an invaluable asset to boosting your outbound call centre. The missed call alert service works flawlessly in the coordination of an effective marketing strategy, a systematic call routing and a dexterous outbound call centre. To properly implement the service, an understanding of the workings is essential. With the help of an efficacious strategy, it is vital to create the need for customers to call on an assigned number. The customer should see the call as essential for their requirement and not so much as a sales tactic. As the customer gets interested in the service, they dial the number that eventually redirects them to the proper database centre with the help of a systematic routing system and disconnects the call after just a single ring. Meanwhile, the customer’s information is stored in the database, and an acknowledgement is sent to the customer, ensuring a call back at the convenience of their time. When the outbound representative gets the database, it becomes more straightforward for the agent to call back to the customer at their desired time, which boosts the customer’s interest in the pitch. Also, the missed call service sorts the customers interested in the service/product from the random calls.

2. Switching to Autodialer instead of Manual Dialing – 

An autodialer is an intelligent choice when it comes to outbound calls. The work of an autodialer is quite simple, yet it gives the agents potential leads and successful conversion rates due to its efficiency and power of cataloguing. An autodialer automatically dials all the contacts in the database and then routes only the calls to the agent which are responded to by the customer. With real-time monitoring, an autodialer facilitates reduced agent idle time and fatigue by maximizing productivity and conversion rates. It automatically detects and discards the dead leads and ensures a higher call-connect ratio. An autodialer also helps make the pitch more personalized when you update customer information to the database with the lead, like demography, interest in service/product, etc.

3. Using Verified Business Numbers – 

Outbound call centres depend on how many customers will pick up the call. But with technological advances and applications, many customers reject generic numbers that instigate red flags, such as sales numbers. This diminishes the customer’s interest and the company’s conversion rate. Customers do not want to invest time in unverified random calls, let alone support their money in their cause. So, getting the official outbound number verified increases the call pick-up rate and builds customer trust.

4. Utilizing the Call Recording & Monitoring Features – 

The call recording and monitoring features of the cloud telephony solution is another helpful tool that helps in enhancing the efficiency of the outbound call centre. The calls taken by the agents should be recorded and analyzed to understand if the customers are being provided with solutions correctly or if the sales pitch is being executed according to the customers’ interests. Also, call monitoring includes barging and contact whispering, where the agents can be guided by quality control when they are about to handle a tricky situation. With call barging and call whispering, it’s easier to assist and teach inexperienced agents and improve their conversion quality, increasing the outbound call productivity.

5. Scrutinizing Quality Lead via CRM Panel – 

Businesses depend on generating a quality lead for their revenue growth. It is also imperative to create good tips while focusing on outbound campaigns. Various social media or email campaigns, telemarketing or third-party campaigns and other ways ensure thoroughly segmented and detailed customer profiling, creating potential leads. All these analytics are done through a proficient CRM panel, proving an essential tool in improving outbound calls. A good analysis of the data from all the channels accumulated through an omnichannel configuration using the CRM panel helps keep track of and generate potential leads. These potential leads become the foundation for increasing conversion rates through outbound calls.


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