Outbound Call Center Software for Sales

Outbound Call Center Software for Sales

The primary purpose of outbound call centers is to make telephone sales to existing customers. For example, renewing, cross-selling, pre-selling, and cold calls to potential customers. Therefore, most of those types of call centers focus on the sales processes and use outbound call center software for efficiency.

In addition, outbound call center operators may call customers to offer customer service, research customer satisfaction levels, conduct market research, collect debts, or make appointments/book customers. Typically, operators at such call centers work with lists of customers and potential customers to be contacted. And, consequently, they use a CRM system in their work to track and manage customer interactions.

Outgoing calls are usually done manually or automatically using different kinds of dialers. The use of dialers allows operators to make outgoing calls within a strict time frame, as well as reduce operator downtime and increase productivity.

The main metrics to keep track of when handling outgoing calls:

  • Conversion rate (percentage of calls that resulted in a sale)
  • Number of calls per operator
  • Number of calls per record
  • Closing on the first call resolution (FCC)
  • Success rate
  • Average call duration
  • Average idle time
  • Agent occupancy
  • Abandoned Calls Percentage
  • Call quality

Types of Call Center Service for Outgoing Calls

Lead generation / telemarketing

Outbound call centers use software that helps collect information about potential customers. This data is used to increase customer interest in the company's products and services. A significant number of outsourced outbound call centers specialize exclusively in telemarketing and lead generation. By doing so, they help companies gain additional leads, promote products, and increase sales.

Customer Surveying

Outbound call center operators can also conduct market research and customer surveys. These tasks are often outsourced to specialized outbound call centers. Moreover, companies often resort to calling and interviewing customers to find out how customers are responding to their promotional methods or to determine customer satisfaction with the company's products or services.

Making appointments/recording clients

Companies in both the B2B and B2C sectors use appointment scheduling/recording capabilities to make appointments with potential clients. This functionality is typically used by companies selling services, medical organizations, real estate and mortgage companies, and the financial and insurance industries. Appointment meetings are also used in the B2B sector, especially if the company sells complex products that require a proper demonstration.

Debt collection

Working on debt collection, operators call individuals or businesses that have overdue debts to the company to convince debtors to start repaying debts. There are specialized collection call centers that employ specially trained and certified collection operators. These specialists have information about the debt, the debtor's data, and negotiation skills.

Most of today's Virtual PBXs support both incoming and outgoing calling at the same time. Therefore, choosing the best outgoing digital telephony comes down, in fact, to choose the virtual PBX with the most appropriate set of tools.

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How Outbound Call Center Software Will Help Businesses Increase Sales

First, you need to decide on the type of outgoing calls:

  • Single

A call to a specific client or organization that is made by a specific operator. It is performed as part of personalized service. There is also a special case of single call - calls back on missed numbers and numbers of customers who ordered a callback on the website or via IVR.

  • Mass

Calls to an extensive client base for general informing. Such outgoing calls are virtually impersonal, allowing them to be automated. They can be carried out with an operator and without a call center employee.

Conducting mass calls in automatic mode is one of the ways to optimize the contact center and increase operator productivity. This is possible by implementing call center solutions that integrate with company databases.

Next, it's important to choose an outgoing call mode for telemarketing. For example, using Predictive the average dial-up time will be only 30-60 seconds (the time spread will vary depending on the number of call center operators, system settings, etc.

Cold and warm calls allow you to improve the efficiency of the company - significantly increase sales without investing huge costs. VoIPTime Contact Center software for outgoing call centers allows company managers to free themselves from routine work (making cold calls, running CRM systems, etc.). This solution is rich with convenient functionality and can integrate with any software. Besides that, during peak seasons or business expansion VoIPTime software is flexible and scalable thanks to the cloud.

Let the managers of your company handle sales! With a cloud-based VoIPTime Contact Center solution, conversions will increase, employees will be able to handle their responsibilities, and the manager will have control over business development.