A recent study found that 82% of buyers accept meetings with sellers who reach out to them. Moreover, 57% of C-level and VP buyers prefer being contacted by phone.
These statistics highlight an enduring truth – the power of human connection remains essential when conducting business. This is despite the increased popularity of digital communication.
However, it takes more than skilled and well-trained callers to forge meaningful connections. The right outbound calling software can be the catalyst for your success.
But how do you choose the best software for your call center? Here are 10 tips to get you started.
Table of Contents
1. Define Your Outbound Calling Needs
Before you start looking for outbound calling software, you need to have a clear idea of what you want to achieve with it.
What are your main objectives for making outbound calls? Are you trying to generate leads, close sales, conduct surveys, or provide customer service? How do you measure the success of your outbound campaigns?
Answering these questions allows you to narrow down your options and focus on the most important features. Suppose your goal is to generate more leads and sales. In this case, look for an outbound calling service with features like predictive dialing, lead management, call recording, and CRM integration.
Similarly, features like automation and pay-per-use are great if you want to reduce costs and improve efficiency. But what if you want to enhance customer satisfaction and retention? Your Salesforce call center will also benefit from features such as call quality monitoring, customer feedback, and analytics.
2. Evaluate Integration With Salesforce
This is one of the most important features for any outbound calling service that uses Salesforce. Seamless integration ensures that you can access and update customer data, and more from one place.
You can also leverage the power of Salesforce Open CTI, which allows you to make and receive calls from within Salesforce using any device. This means better productivity and performance since it reduces the need for manual data entry. It also improves call quality and provides real-time insights.
Some of the tasks you can automate with Salesforce CTI include:
- Logging calls and notes
- Transferring calls to other agents and departments
- Generating reports and dashboards
- Monitoring and coaching agents in real time
You can even take advantage of Salesforce phone features such as voicemail drop, local presence, power dialer, and more.
3. Consider User-Friendly Interfaces
Another factor to consider when choosing outbound calling software is the user interface. You want software that is easy to use, intuitive, and responsive. A user-friendly interface can enhance the user experience, reduce the learning curve, and increase adoption rates.
Look for software with a simple and clean design, clear and consistent navigation, and customizable options. Don’t be afraid to test it yourself or request a demo to see how it works.
The interface should make it easy to set up campaigns, manage contacts, handle calls, access reports, and more. It should also provide feedback and alerts to help you avoid errors and optimize results. The ability to adapt to different devices and screen sizes is also crucial to ensuring a smooth and seamless experience.
4. Compare Scalability and Security
As your business grows and evolves, so do your needs and requirements. You need outbound calling software that can scale and adapt with you.
Look for software with flexible plans and pricing. Ideally, it should offer unlimited users and calls, cloud-based deployment, and easy upgrades and updates.
Prioritize software that allows for customizations according to your business needs and preferences. For example, scalable and customizable software should allow you to add or remove users, change plans, or switch features as needed.
Some features to look for when it comes to security include:
- Advanced encryption
- Strict authentication protocols
- Firewalls
- Backup features
Compliance features will also provide added peace of mind that your data and communications are secure.
5. Analyze Reporting and Analytics
Outbound calling software can give you useful data about your call centers’ performance. However, this requires good reporting and analytics tools. These allow you to access and visualize important data like:
- Number of calls made and how long they lasted
- What they lead to or their outcome
- Amount of revenue generated from the calls
- Satisfaction rates of your customers
- Productivity rates of your agents
Robust reporting and analytic tools also allow you to track and compare the performance of different campaigns, agents, teams, or time periods. They make it easy to identify trends, patterns, and opportunities for improvement.
You also want to be able to test and optimize different variables, such as call scripts, dialing strategies, or incentives. More importantly, the right outbound calling service should allow you to measure ROI and justify your investment.
6. Seamless Call Routing and IVR
Another thing that can enhance your outbound calling service is to ensure that calls are directed to the right person. That’s where seamless call routing with IVR (interactive voice response) comes in.
Call routing is the process of directing calls to the most appropriate agent or department. This is usually based on factors such as availability, skill level, location, and caller ID among others. IVR greets callers with a recorded message and prompts them to choose an option or provide information using their voice or keypad.
Both of these features work together to maximize workplace efficiency, reduce wait times, and save costs. They ensure that each caller talks to the right person at the right time. No more worrying about missed calls or directing callers to agents who aren’t in the office.
7. Worldwide Availability
Worldwide availability ensures that your software provides consistent service, no matter where your call center agents or customers are located. This feature is especially important for companies with international clientele or those looking to expand their operations globally.
When choosing a software solution, ensure it supports multiple languages and adheres to international compliance standards. This enhances the user experience for agents and customers and ensures smooth operations across different regions.
Furthermore, having a software solution with global server distribution can lead to faster connection times and reduced latency, offering a seamless calling experience irrespective of geographical boundaries. This allows businesses to tap into diverse markets and cater to a broader audience, ensuring they remain competitive and relevant in the global market.
8. Support and Training Resources
Outbound calling software is a long-term investment. As a result, you’ll need ongoing support and training resources to make the most of it.
Be on the lookout for those with good customer support. They should be able to provide support when you need it. So ensure they’re reachable through phone, email, chatbots, and social media. The customer service team should be able to solve your issues quickly and efficiently.
A website with tutorials, videos, webinars, blogs, and FAQs is also a good sign. These help you figure out how to use the software, fix common problems, and learn the best practices and tips. The learning resources should be easy to find on the website or app.
They should also be constantly updated to ensure they’re at par with the latest changes and features. Making learning a fun and interactive experience can be a great bonus as it means you get the hang of things faster and easier.
9. Pricing and ROI Considerations
Of course, price is one of the most important factors to consider when choosing outbound calling software. You want software that fits your budget and offers a good return on investment (ROI).
Start by comparing the prices and features of different software options. See which one gives you the most bang for your buck. Keep an eye out for costs, like setup, keeping it running, upgrades, and updates.
Keep in mind that pricing options may vary depending on features, number of users, calls, minutes, and other factors. Ensure that the software provides transparent and flexible plans to suit your needs and budget. Look for software that offers free trials and fast setup so that you can test them before making a financial commitment.
You should also calculate the potential ROI that you can get from the software. This means estimating the benefits and savings it can bring your business, such as increased sales and reduced costs.
10. Seek User Feedback and Testimonials
Finally, one of the best ways to choose outbound calling software is to listen to what other users have to say about it. Read user reviews and testimonials on various platforms. These include websites, blogs, forums, social media, and industry-specific review sites.
Pay attention to their experiences, insights, and recommendations. Real user feedback provides valuable perspectives to help you understand how the software performs in real-world scenarios. Look for trends in the feedback to get an overall picture of its strengths and potential drawbacks.
By tapping into the collective wisdom of other users, you can make a more informed decision that aligns with your business needs and goals.
Get the Most of Salesforce With Our Outbound Calling Software
Looking to elevate your Salesforce experience? Our advanced outbound calling software is the answer. Fastcall offers all of the above features and more, allowing you to streamline your communications.
Wait no longer! Contact Fastcall today to get a tailored plan and start your free trial.
- 10 Tips for Choosing Outbound Calling Software - September 5, 2023
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