WHAT IS AN OUTBOUND CALL CENTRE?
An outbound call centre is a call centre where agents predominantly make outgoing calls. Outbound call centres are most productive when they use automated technologies to eliminate routine tasks such as manual dialling by the agent. An outbound call centre has many applications, including collections, appointment setting, sales prospecting, marketing campaigns, and more.
OUTBOUND CALL CENTRE BENEFITS
There are many benefits to outbound call centres. Agent productivity can be greatly enhanced, as agents do not have to manually dial numbers or waste time on unanswered calls or leaving voicemail messages. Most outbound call centre dialling solutions offer a choice of dialling modes based on your particular requirements and have safeguards for Telephone Consumer Protection Act (TCPA) regulations.
BRIGHT PATTERN OUTBOUND CALL CENTRE SOFTWARE FEATURES
- Predictive dialler
- Automatic (IVR) dialler
- Progressive dialler
- Preview dialler
- Campaign management
- List management
- CRM integrations
- Answering machine detection
- Web callback
- Quality monitoring
- Remote agents
- Agent scripting
- Quality monitoring
- Screen and call recording
- Integration with AI
THE BRIGHT PATTERN OUTBOUND CALL CENTERE SOLUTION
The Bright Pattern outbound call centre solution will help you manage, automate, and optimize your outbound calling campaigns and resources. We offer a number of dialling options to choose from, including predictive, progressive, preview, and automatic (IVR) modes. We deliver robust campaign and list management capabilities, call scripting, web callback, screen-pop, and more. Our integrated quality management features provide quality monitoring and call recording to ensure that your agents have the feedback they need to deliver the best customer experience.
The Bright Pattern outbound call centre software uses an advanced algorithm to ensure increased occupancy and regulatory compliance. On low-probability answer lists, like those used in collections campaigns, Bright Pattern can dial dozens of predictive calls ahead of every agent, keeping expenses low while keeping agents productive.
COMMAND AND CONTROL
Keep your finger on the pulse of your campaigns with real-time displays, reporting agent statistics, disposition counts, campaign list states, and more. Customize your dashboard to meet your unique needs. Monitor and grade customer interactions, start and stop campaigns, enable and disable lists, add or remove team members as needed, and much more.
All of our interfaces are web-based, which means complete flexibility in sourcing and locating agents, while ensuring they all can be supervised. Our virtual agent capabilities allow you to source agents wherever you want so that you find the best talent at the lowest cost possible. We provide a range of agent connection options, from the softphone built into the agent browser interface to hardphones (i.e., internal phones) with dedicated extensions.
POWERFUL AUTOMATION TOOLS
Automate routine tasks to save time, and further increase productivity to establish smooth, repeatable process flows. Feed the results of one campaign into another, and schedule regular list imports or campaign result exports, with recordings. You can run different campaigns periodically at different times of the day, or on different dates, and start or stop specific campaigns whenever you want.
CRM AND THIRD-PARTY APPLICATION INTEGRATION
We integrate with popular customer relationship management (CRM) applications, such as Salesforce, Microsoft Dynamics 365, and Zendesk. Our CRM integrations provide convenient click-to-call and object screen-pop capabilities for the modern call centre. Easy to set up, our CRM integrations allow the Bright Pattern outbound call centre solution to utilize data and contacts from your CRM and log interactions to the CRM.
Customer journeys are automated with Scenario Builder, a drag-and-drop-enabled graphical interface that defines custom workflows with screen-pop, data-dips, CRM object search, and more. Whether for your Salesforce call centre, Microsoft Dynamics 365 call centre, or other CRM, Bright Pattern can use all of the data in your application to supercharge your outbound call centre. We also have APIs that allow for integration with other third-party applications.
REPORTING AND QUALITY MONITORING
Keep track on your campaigns’ progress with real-time displays reporting on agent productivity and lead conversion, campaign list states, and disposition counts. You can customize your dashboard to meet your campaign’s needs. You can also monitor your agents’ interactions with customers and grade their skills with our automatic recording software, giving your supervisors the opportunity to help develop your agents’ lead conversion and customer service abilities.
Communication laws and regulations change often, making it difficult to stay compliant. Bright Pattern’s outbound call centre solution adheres to mandatory guidelines that specify how, when, and to whom outbound calls can be made. In addition, regulations such as the Payment Card Industry Data Security Standard (PCI DSS) require that payment information, including credit and debit card numbers, not be recorded.
The Bright Pattern outbound call centre solution will help to ensure that you are in compliance with TCPA, PCI, and other communication laws and regulations.