Chances are a call center has multiple clients. They need to have the technology readily available to handle a heavy and constantly fluctuating call volume. Do you have any new product launches, marketing campaigns or sales going on now or in the near future? These can all lead to increased call volume. It is important that they are ready to be able to handle any last second changes.
There are also several call center technologies available to increase productivity, allowing for better results. If you are thinking about outsourcing a call center, here are just a few:
Predictive Dialing Solutions
PDS systems allow call centers to automate, organize and manage outbound calling efforts. This allows the call center to:
- Build productivity
- Improve efficiency
- Increase call volume
- Reduce idle time
- Increase list penetration
- Get more productive contacts
- Improve the customer experience
- Give higher quality and accuracy
- Have outbound call regulation compliance
Inbound Blending
Inbound call blending can allow for agents to make or receive calls as the demansds may change. This helps increase call center efficiencies. Call agents can be placed as inbound, outbound or both, depending on needs.
Reporting
Just as in any other business, data and analytics are crucial. A call center should have the technology to quickly and easily access reports to see productions and efficiencies. The reports should give the client access to details about the campaign, and provide up to the minute return on investment tracking.
Call Recording
Recording is a fairly standard feature that all call centers should use. It is good for call centers to have access to all inbound and outbound calls for quality control purposes. This can work well for customer service and training purposes in the future.
There is no denying the wide spread nature of digital media. A quality call center should have access to an email management application that will allow them to provide personal answers on the spot. Businesses should be utilizing the technologies that their customers use. This access to digital media can help a call center quickly and easily stay in contact with the clients’ end customers.
The Role of Technology in Telemarketing
There are a lot of ways that telemarketing can grow a business. Technology plays a role in increasing the efficiency of call centers, ultimately helping their customers to increase sales.
Technology also improves the efficiency with which businesses can stay in communication with their customer base. Before you select a call center, make sure you understand what functions you want them to perform, and how well they will be able to do this.
If you are looking to have a conversation about call center technologies and the best choices for your business, contact us today.
www.qcssinc.com
