Major Utilities Of An Outbound Call Center Solution

By Author: Mike
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Traditionally, call centers were available as inbound and outbound call center solutions. However, nowadays, a single call center solution can be used to run all types of campaigns:

• Inbound
• Outbound and
• Blended

Even if the modern call center solutions will have inbound, outbound, and blended features, it is likely that some campaign specific features might be available in added quantity to support some specific types of campaigns. That is why, depending on the type of campaigns that you will run more frequently, you will need to choose your contact center software. Remember, choosing an omnichannel contact center solution over a single channel is a whole different discussion.
In this article, I will cover the top utilities of an outbound call center solution. If your call center or business runs this type of campaign more often, then you need a platform with more auto dialers along with other contact center software features.

1. Cold calling

The most common type of campaign in an outbound center is cold calling. The cold calling campaigns can be run to meet different ...
... goals. Below are some of the common cold calling campaigns that you must know:

• Telemarketing campaigns are executed to market some products or services. It can also be executed to generate brand awareness for some businesses.

• Telesales campaigns are run to generate sales and revenue using the database one has. Here, sales opportunities are generated by the agents by approaching cold leads.

Outbound IVR, broadcasting, predictive dialer, and progressive dialer are some of the important features required in an outbound call center solution to run these campaigns.

2. Collection

This is another important campaign run in an outbound business. There are some companies that act as collection agencies and work more specifically in collecting dues like credit card bills, loan EMIs, vehicle EMIs, etc. The collection companies need a collection module with a payment utility in their call center software. Preview dialer is another important feature used in running collection campaigns.

3. Survey

The survey is another important type of campaign executed in the outbound centers. Many companies sell survey reports and for that, they need to collect survey results from genuine users. Some businesses run a survey to improve their products or to provide a better customer experience to increase client loyalty.
A call center solution with a survey module and effective auto dialers like a predictive dialer or a power dialer can be a great fit here.

4. Sales

Increasing sales is an indispensable part of any business. Therefore, many businesses run different campaigns to generate sales. Telesales using cold calling is one way to generate sales. Another effective way to generate sales is cross selling and upselling to existing clients. Additionally, handling warm leads collected from web forms, online directories, referrals, and similar sources. The outbound call center solution with a preview dialer, scheduled callbacks, and other outbound features can help in increasing sales by effectively handling sales campaigns.

These are 4 major utilities of an outbound call center solution. If you are running any or all of these campaigns, then you need to buy or rent a contact center solution that supports outbound calling features.

For more information visit https://www.elisiontec.com/cloud-call-center-service-saas/