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Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers? - IPscape - ContactCenterWorld.com Blog

Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers?

Driving efficiency in your outbound contact centre is a constant challenge – where a 5% difference in performance can materially affect the bottom line.

Typically, calls are made using technologies such as a predictive dialler. Examples of outbound contact centres include sales calls to prospects, debt collection, proactively sharing information, market research and surveys.

If you run an outbound contact centre, then these simple tips can help you stop making outbound contact centre bunders that are costing you customers and revenue.


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  1. Relying on outdated dialler technology – if you have outdated, on-premise dialling technology or you are relying on agents manually dialling to make outbound calls, you may be losing out on potential revenue and missing relevant conversations with your customers and prospects.  With outbound cloud contact centre technology, your agents are only connected to live calls, improving contact rates and increasing contact penetration of calling lists enabling them to have meaningful conversations with more customers.
  2. No scalability options– Scaling up or down to meet changing demands is unavailable in traditional call centres. Cloud provides scalability and flexible pricing options, meaning you only pay for the service when you use it. For example, if you are calling a large prospect database, you can scale up for that activity and then scale down when your business needs change. This is a more efficient use of your resources and is cost efficient.
  3. Real-time changes – making changes to your contact centre may be manual and time-consuming. When you implement cloud contact centre technology, you can make real-time changes to your outbound dialler, therefore improving agent productivity and campaign performance. Easy to use dashboards help you track live campaign performance and adapt where necessary.
  4. Accessing a wider range of agents – on-premise call centres rely on in-house call centre agents, restricting access to a larger volume of agents, or especially skilled agents. Cloud technology can be accessed anywhere that you have an internet connection and a headset. This allows you to access remote agents (if you have suitably skilled agents available) who can quickly meet changing demands in your outbound call requirements or who may have special skills, whom you would have otherwise been unavailable.
  5. Relying on spreadsheets and manual processes – your contact centre managers may be whizzes with spreadsheets, but this process is manual and time-consuming and is prone to human error. Reduce reliance by implementing a cloud analytics platform that plugs into your cloud technology. You can make better business decisions, faster.

Speak to one of our outbound contact centre specialists today to find out how you can make your contact centre more efficient and stop losing customers.

Source: https://www.ipscape.com.au/cloud-contact-centre/are-you-making-these-5-outbound-contact-centre-blunders-that-are-losing-you-customers/

Publish Date: July 9, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from IPscape

Recent Blog Posts:
4 Ways Integrating your CRM within your Contact Centre can Improve Customer SatisfactionSeptember 10, 2018 5:00 AM
The Critical Role that CTI & Smart Call Routing Play in Increasing Customer SatisfactionAugust 31, 2018 5:00 AM
Five Steps to Move your Contact Centre to the CloudAugust 22, 2018 5:00 AM
Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers?July 9, 2018 5:00 AM
How to Predict the Future using WFMMay 9, 2018 5:00 AM
Three Ways Inbound Call Routing can Improve Customer Service & Increase SalesApril 5, 2018 5:00 AM
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