An outbound call center focuses on customer and prospect outreach, and if done successfully, can boost interest, recognition, and sales for an organization or business. What makes an outbound call center successful has changed over the years, shifting from a quantitative approach to a more qualitative, relationship-focused approach. The technology behind a successful outbound call center has changed as well, as more digital channels and technology are introduced to power outbound interactions. In this blog, we explore the factors and technology that make for a successful outbound call center and a successful outbound campaign.
Specify Defined Goals and Metrics to Meet
An effective outbound campaign is very focused and has a well-defined strategy. During outbound campaigns, having a unified goal to achieve makes finding success in an outbound call center much easier. Before starting a campaign, think about the goal of your outbound call center. For example, is your goal to set up appointments with prospects, sell services and products, or surveying prospective customers to take action?
Along with defining goals, you should define the metrics you need to achieve high performance in. Metrics like the average length of time for calls, the conversion rate of prospects into customers, first call resolution, and agent occupancy rate all factor into how successful your outbound campaign is. With some goals, the focus on metrics might be different. This is why specifying the metrics to achieve along with the goals to meet is very important for success in an outbound call center.
Implementing AI
Artificial intelligence is one of the most cutting edge technologies out there, and many call centers are finding applications for AI in their operations. The outbound call center is no different, with AI having many dynamic applications in during outbound campaigns.
One way AI can be implemented to streamline outbound campaigns is through agent assistance. During interactions, AI can provide agents with assistance through sentiment and text analysis. Through analyzing the customer’s mood and language, the AI can provide suggestions for how to best proceed with an interaction, like giving suggested responses. AI is also key to quality assurance, allowing you to monitor interactions to ensure that metrics and KPIs are met with every interaction.
Smart Predictive Dialing and Automation
No outbound call center would be complete without predictive dialing and automation. Predictive dialers allow outbound call centers to drastically increase the number of phone numbers that are dialed, allowing outbound call centers to complete lists of phone numbers in much less time. Advanced algorithms can be used to increase occupancy while maintaining compliance to regulations. Bright Pattern’s outbound call center software, for instance, can dial dozens of numbers ahead of every agent, meaning calls can be ready to be picked up as the agent ends his previous call. This also keeps expenses low while keeping agents productive.
Automation is also another key technology that outbound call centers need to implement to maximize efficiency and increase chances of success. Automating routine tasks can save time and increase productivity by establishing smooth, repeatable process flows. With Bright Pattern’s outbound call center software, you can feed results of one campaign into another and schedule regular list importance or campaign result exports. You can also run different campaigns periodically at different times of the day, and start or stop specific campaigns at any time.
Monitoring All Outbound Interactions
Finally, quality assurance in an outbound call center is crucial for high levels of engagement and satisfaction with each interaction. Through quality assurance systems, you can ensure that each outbound campaign is so that it meets the goals of the campaign. Through a combination of sentiment and text analysis, customer mood can be detected which can guide the agent on how to best interact with the customer. This data can also be used by managers for retraining of agents if needed.
Through Bright Pattern’s AI-powered quality assurance, quality assurance programs can be done beyond just through voice channels. Omni QM allows contact centers to monitor 100% of interactions on all channels, giving managers a full view of everything in their contact center. Using this information, managers and admins can reassess their goals, retrain their agents, and boost call center efficiency and productivity.
Bright Pattern Outbound Capabilities
Bright Pattern’s best-of-breed AI and predictive dialer gives contact centers the ability to streamline their outbound campaigns while meeting their campaign goals. Through quality assurance, predictive dialing, automation, and more, Bright Pattern can power any outbound campaign and maximize efficiency.
