There are many outbound call center software options out there, so how can you make sure that you choose the right one? What kind of features should you look for when choosing? How can you know if one outbound call center software – often called CTI – is better than the other?
If you’re asking yourself all these important questions, you’re in the right place. Keep reading and learn more about what you need to consider when choosing the best outbound call center software for you and why having such software is so important.
Table of Contents
Why Do You Need Outbound Call Center Software?
You might have heard of Salesforce outbound call center software or CTI before, but you might not know what it does. In short, it has everything to do with the efficiency of your business communication.
When you manage a business, you’ll only be able to make so many calls.
It might be easy in the beginning when your business is just starting out. However, as you grow and gain more business, customers will end up calling and asking about products and so on. Eventually, managing all these inbound calls while trying to keep up with your outbound call goals will become stressful for your team. Answering inbound calls will make it harder to meet your goals for outbound calls.
To solve this problem, get a hold of software that manages a blended environment – both outbound and inbound calls. But what exactly can outbound call center software do for you? The first thing that you need to know is that an outbound call center application without Salesforce will only be able to do so much.
While call center software can be efficient at helping a business communicate better with its customers, there are current options to further increase efficiency. This is especially true for call center applications that are not integrated well with Salesforce. They simply don’t have the technology – or business focus – to keep up with all the calls in Salesforce.
So, sooner or later, such a call center using a CTI application not well aligned with Salesforce will end up running into problems when it comes to taking calls. The fix is to choose software that maximizes the call center’s efficiency. For example, in addition to taking phone calls, the call center might be more efficient if it also takes text-based inquiries as well. A modern phone system in Salesforce should support voice calls and SMS. https://www.forbes.com/sites/forbestechcouncil/2022/07/28/if-your-current-business-phone-does-not-support-sms-it-may-be-time-for-an-upgrade/
Younger audiences tend to prefer SMS compared to older audiences who may want to call. So, if you tend to cater to a younger, mobile audience, then this is essential. More than that, using the right software in Salesforce for your call center can make it run faster and better than ever before.
This is because the software will make everything much simpler to deal with. This will make it so every customer’s question will be answered without hesitation. But what should you consider when choosing software for call centers?
Read the Online Customer Reviews
One of the easiest ways to determine whether call center software is good or bad is to seek out some online customer reviews. Almost every brand of software has at least a handful of customer reviews, either on its own site or on another, such as the Salesforce AppExchange. Whatever the case, it is important to seek out the reviews of those who have bought and experienced the software.
After all, reading the description of the software online will only tell you so much about it. And, usually, the company will only ever tell you the good things about the software. As with anything, there have to be some downsides and even if they are minor, you need to know about them.
You might find call center software that seems to be good and professional but upon closer inspection, you might discover that the software has a few critical customer reviews. Previous customers might complain about the integration with Salesforce or how complicated it is.
Others might complain that the software doesn’t work as it claims to work or that it isn’t efficient enough. Whatever the case, it is important to browse through these customer reviews to see exactly what makes a certain type of call center software good or bad.
Of course, if you find software that has mostly negative reviews, it will be a good idea to drop that option and move on to something better. Otherwise, you might regret spending your hard-earned money on such software, especially if it doesn’t work very well.
On the other hand, if you find software with mostly positive reviews, you might be in luck. You should always make sure to read the individual reviews to see what kind of details each review has to offer.
What You Need to Know
For example, one customer might like how efficient the software is while not liking how expensive it is. Another might find that the software works well but it is a bit complicated to navigate. Whatever the case, the details you learn from the customer reviews will help you determine whether a particular type of call center software is right for you.
Reading the reviews will make it far easier to weigh the pros and cons. The reviews will also help you get a better picture of how the software really functions compared to how advertisements claim it will function. Of course, a downside for one previous customer might not be much of a downside for you and vice versa.
After some time checking the reviews, you will start to narrow your call center software options. From there, you can start to consider other aspects of the software at hand so you can narrow your choices even more. But what should you do after going through the online customer reviews?
In particular, you will want to outline the capabilities you require against the features that the software has to offer. While every type of software will have some different features, some features may be more important for your goals than others. For that reason, it is important to browse the different options that are available and think about how certain features might boost your goals more than others.
This might be difficult at first, especially if you don’t know where to start. However, after doing a bit of research online, you will eventually start to narrow your choices until you’re left with the most effective options.
Consider the Different Software Features
Online customer reviews might tell you how good or bad some software is, but they might not tell you too much about the software’s different features. These are some of the most important things you need to consider when choosing software for an outbound call center.
If you end up getting software that doesn’t have the right features, you will find that it won’t do much to help the efficiency of a call center.
After all, it is a call center’s duty to fulfill calls, market certain services or products, and complete other requirements. If the software doesn’t do much to help with these tasks, it will only be a waste of money. Before you start thinking about the different features a particular type of software has, you will want to think about the features you need.
Perhaps you need software that will speed the call center along. Or, you might need software to help keep calls and other tasks more organized. A good way of understanding the features you need is to create a diagram or a map of them.
That way, it will be easy to go over what you need and what you might be able to live without. After you figure out what features you absolutely need, you can cross out software options that don’t have those features. This will help you narrow your options significantly.
Consider how an outbound call center works. Its main purpose is for marketing and calling prospects. You need software that is fit for these purposes rather than the purposes of inbound call centers, which may be completely different.
If you get these software options mixed up, you won’t have much luck with your new software.
In particular, customer relationship management software such as Salesforce is very important for outbound call centers in particular. This will make it much easier for your call center to keep up with the potential customers it calls.
Without this feature, call center agents will mostly be kept in the dark when concerning the status of these potential customers. Progressive dialer software is also very important to have on hand for outbound call centers. As mentioned before, these call centers are often involved in calling lists of prospects.
This means that they will have to call a list of numbers to cold call. Without any software, this can be a very slow and tiring task. But with the right software, the software will make it easier than ever to call one number after the other.
This will not only make the task easier for the call center but it will also make the task much more efficient. As you can see, by choosing software with the right features, you can turn an outbound call center into a well-oiled machine. That way, the call center can function better than ever and the software will certainly be worth the money.
Speaking of money, the next thing you need to consider when choosing call center software is the cost.
Don’t Forget About Your Budget
You have already seen that outbound call center software is very important for improving the efficiency of your outbound call center. However, you shouldn’t get so wrapped up in the benefits that you end up forgetting about your budget. If you do that, you might regret buying a particular software in the first place.
After narrowing your software options based on features, customer reviews, and other factors, you will need to narrow your choices even more based on the cost. Unsurprisingly, some software options are much more expensive than others. While some might be able to afford these more expensive options, you might not be able to.
More than that, it might not be wise to buy the most expensive piece of software available. Many people think that the more experience a piece of software is, the better, but this is not necessarily the case. While expensive software often does have some nice features, it might not be all that much better than an average piece of call center software.
The main thing you will want to consider is to not buy software that is too cheap. Some people think that they’re getting a deal when they buy cheap software, but in reality, the software likely doesn’t have all the features that you need it to have and it might not function very well. Of course, the last thing you want to do is spend money on software that doesn’t meet your expectations.
Instead, your best bet is to opt for software that is in the middle of the road in terms of cost. That way, you won’t have to spend an arm and a leg but you also won’t risk buying cheap and unhelpful software.
Instead, you’ll have a great piece of software to help you accomplish all your call center goals and your wallet won’t be empty after buying it.
How to Choose Outbound Call Center Software
Choosing outbound call center software can be difficult, but as long as you know what to look for, you should be on the right track. You should always make sure to check the online customer reviews as well as the features of different types of call center software. This will help you narrow your options.
Also, don’t forget to keep your budget in mind when choosing. To learn more about call center software, don’t hesitate to contact us here.