"The outbound call center software should orchestrate call center services, deliver the required data to the agents, and make the customers feel that they are getting personalized and customized services while increasing profits for the call center."

Outbound call center software is specifically designed for call centers that make outbound calls to various customers on behalf of a certain client or business. The calls made from call centers can be sales calls, telemarketing calls, survey calls, contact list updating calls, verification services calls or even fund-raising calls.

Good customer service applications are required in order for a business to gain the edge over their competitors. Well-integrated applications and solutions increase customer engagement, business innovation and efficiency. Companies with unique customer service strategies characterized by a tight integration of both business and customer data stand a much better chance in today's business environment.

The solution should increase the overall efficiency of the call center. The outbound call center software should orchestrate call center services, deliver the required data to the agents, and make the customers feel that they are getting personalized and customized services while increasing profits for the call center. The application should additionally enhance the call center's investment in infrastructure and other tools such as CRM and Unified Communications. Additionally, the software should expand market opportunity for the call center by seamlessly integrating into other enterprise productivity applications. The application should also be capable of removing barriers to customer service-related systems, facilitate the extension of the call center's legacy systems into contact center operation while making it possible to use the information they contain so as to serve the call center's customers better.

Features of outbound call center software applications should typically include:

Predictive Dialer. This boosts productivity and efficiency by automatically calling several contacts, usually based on estimated agent availability.

Power Dialer. The dialer increases productivity by calling multiple contacts simultaneously whenever an agent becomes available.

Progressive Dialer/Preview Dialer. This feature automatically calls individual contacts whenever an agent becomes available.

Agent Scripting. Enables agents to deliver consistent messages to their contacts. A web-based agent script is used for this purpose.

Campaign/List Management. This feature operates multiple auto dialer and outbound call campaigns by using one or several lists.

DNC Compliance. Handles DNC (Do Not Call) requests while complying with applicable calling regulations.

Data Import. This feature imports outbound calling lists as well as contacts by using a wizard or automatically through FTP (File Transfer Protocol).

Call Recording. Accesses the quality of agent performance.

Quality Monitoring. This feature silently monitors agent-customer conversations.

You can get more information about Outbound Call Center Software by visiting Predictive Diallers

Many companies today have own customer care service department or call centers. It helps them contact potential customers and provide quality services to their existing customers. Proper management of the different mode of communication used, such as phone, email and chat, will enhance the productivity a call center; this will eventually lead to profits. OnXMedia is one such software that companies are finding extremely useful in managing varied commutation applications. With it, companies can easily manage phones, chats, emails and other modes of communication with this PBX (Private Branch Exchange) software.

Automatic call distribution is a prominent feature of OnXMedia software. It helps in the effective management of inbound and outbound calls and automatically transfers calls to agents based on the calls’ level of priority and the skill required to handle the call. It allows you to replace the typical monotonous greetings with customized greetings, providing a personalized touch and reducing the call response times. It also helps call center to reduce the number of abandoned calls. The inbuilt CTI link displays all necessary details about a customer on the agent’s screen, allowing them to handle calls with ease. The other feature of ACD is IVR, auto call back, call waiting, rerouting and voice mail.

Email management: emails are the most commonly used means of communication, and managing them properly is a necessity. OnXMedia treat emails like it treats voice calls and routes them to various departments by identifying them by keywords, and also sets up the priority level. It helps the line managers in efficient monitoring by helping them to create various reports by just a click.

Intelligent skills-based routing: call center agents make and receive numerous calls in a day and not all calls are alike. All calls require a special skill set and approach; some are handled by new agents and others require highly skilled executives to handle them. The intelligent OnXMedia skills based routing feature transfers calls as per the skill set required for the job. This results in better call quality and high level of consumer satisfaction.

Video call & web management: video calls provide real time communication and are used for day-to-day personal and business communication. The Auto & Predictive Dialer feature helps to manage call campaigns smoothly. Call centers can make video calls using OnXMedia, which allows you to communicate with clients through a website. The agents have the option to interact with customers over the phone, through video conferencing and live chats.

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Homeshoring is a virtual office solution that is widely used in call centers around the world. Through homeshoring, call center work is assigned to home-based workers via the Internet; a good Internet connection and telephone access all that is required for the transfer of data back and forth. Home-based call center technology has surfaced as a substitute to offshoring. By using this technology, home-based workers get connected to centralized servers located at the central company. These servers are loaded with all necessary application needed to carry out the job, and saves home-based agents from buying and installing these applications at their end.

Let us go through the benefit of homeshoring.

Flexibility:

Some people want to work from home instead of office because of various reasons like motherhood, old age, studies and many more. Working from home gives them flexibility. This revolutionary technology gives such people an opportunity to work from home.

Loyalty:

The agents working from home have flexible work schedule. This allows them to effectively manage home and work. Home-based agents usually look for long term association, so their chances of switching from one job to another are less. It is extremely beneficial to the organization as they don’t have to spend huge amount on hiring and training of employees.

Training:

Call centers are finding homeshoring technology useful in the training and management of home-based agents. The trainers check in on home-based employees to see how they are working and provide them regular feedback. This technology enables company officials to administer home-based agents in the same way they administer agents working in their office.

Reduction in cost:

Agents working from home use their own PC, Internet, telephone and space. It saves cost on the part of employer as they don’t need to pay Internet bills, electricity bills, cost of infrastructure and maintenance. Moreover, the employer doesn’t need to provide the same benefits that they have to give to regular employees.

Wide career opportunities:

People with disabilities may fine job hunting a difficult task. Homeshoring technology provides employment opportunities to people with disabilities, retired personal, housewives, students and the recently unemployed. People can continue with work even if move from one place to another.

Eco-friendly:

As home based agents don’t need to commute to the workplace on a daily basis. It reduces the pollution caused by vehicles and reduces fuel consumption. Thus, home sourcing has the added benefit of being eco-friendly and contributes towards saving the environment.

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The internet is becoming increasingly more important in our lives with each passing day, not only to find information, but also to shop. Online stores have become the most preferred choice of customers when it comes to fulfilling their shopping needs; and most companies feature their products and services on their websites.

Live Chat is a very useful product that can boost the business and sales of any organisation in an effective manner. Whenever anyone wants to buy something, they can search for their desired products using different search engines; search engines then provide lists of companies that offer the products consumers look up. People can then visit the websites displayed and review the products by the information displayed each companies.

In some instances, it may happen that someone likes a product, but that they need more clarification before they make the final decision to buy the item. If their requested information is provided to him at the very moment they click on the link, they are more likely to purchase their desired product. Hence, it is essential that companies devise a means through which their potential clients can reach them easily. Live Chat is a great tool to provide for such situations.

Chat is an application that can be integrated into your website. The application allows your online visitors or potential clients to reach you directly through your site. Whenever someone visits your website and wants to connect to you, they simply need to select the live chat option. The way it works is that the moment this option is clicked on, a call is placed to your agents.

The most amazing quality of this application is that it does not even require a telephone. Instead, it uses the Voice over Internet Protocol (voIP) to make the calls. When someone calls you, the agents who get the call also receive the IP address of the person, as well as web address of the webpage the person is visiting. This helps the agents to handle such calls very easily.

In cases where a visitor does not have speakers and microphone, and therefore are unable to leave their necessary contact details, a call back can be placed to the client by an agent at the requested number. Otherwise, if a visitor tries to reach you after business hours, he or she can also leave their contact details, and a call can be placed to them at the time requested. Live Chat also allows you to make video calls by integrating 3G technology. With all of these uses, this application is certain to accelerate the growth of any business.

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The buzz term is “work force optimization” and it describes how cloud computing can make managing your business less stressful and expensive. Call centers converting their processes to hosted services are foremost in the groups of businesses benefiting from this innovative technology.

Chris Bucholtz (as quoted in Workforce Optimization Solutions, TMCnet) defined the term cloud computing as such:

“It’s a global, virtualized on-demand computing infrastructure and the software designed to take advantage of it. In many ways it’s like a computing utility; you pay on a monthly basis and for what you use”.

And he lists a number of ways that this technology can benefit your business:

1. Reduced upfront costs
2. Universal access for Employees
3. Continuity under disaster situations
4. Software is continuously updated
5. Greater access to options
6. Faster implementation
7. Scalability
8. Environmentally friendly option

For call centers these factors are particularly advantageous. TelStar Hosted services, a recent winner of the 2011 Customer Interaction Solutions Product of the Year Award, have adopted the motto “Your Call Center in the Cloud!” Powered by Vocalcom, TelStar, a leader worldwide for design, fabrication, and commissioning of call center technical solutions, is able to integrate your customer’s preferred systems through “unified management of multimedia applications: inbound and outbound calls, emails, chat, video chat, fax, and outbound SMS”.

TelStars acknowledges that the innovative services that they are offering owe a great deal to Vocalcom’s advanced technology. George Seroukas, EVP of Vocalcom North America and Asia Pacific, is proud of his company’s involvement and contribution in TelStar’s successful product launch and industry acknowledgement.

“We are pleased that the CIS Product of the Year Award recognizes that the Vocalcom technology hosted by TelStar Hosted Services, Inc. offers innovative and advanced functionality rarely offered by hosted call center software providers…”.

Vocalcom has over 5000 operational call centers globally, and maintains a staff of 650,000 agents spread over 3,500 companies in 41 countries. Well established in Europe, Vocalcom has now made serious inroads into the North American market. There is no surprise that this company would be the driving force behind TelStar’s recognition of excellence, as Vocalcom themselves have been the recipients of many prestigious industry awards.

TelStar along with Vocalcom are dedicated to providing a “Communication-as-a-Service (“CaaS”) via the cloud that is affordable, scalable, flexible, stable and reliable, TelStar Hosted helps top companies to meet their goals to acquire, service and retain customers, saves clients’ money, and allows clients to focus on their core business”.

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Do call centers now have their heads in the clouds? If they want to stay on top of their game, they certainly do.

In a cloud computing environment, the bottom line is shared resources accessed through the internet. All applicable software and information is obtainable by any computer or device on demand. Cloud based call centers offer centralized availability and distribution of resources and is easily intenerated with other web-based services already in use.

More than one call center can use the same applications and are charged by usage only.

The face of the call center has also changed. The room crowded with small cubicles with operators talking earnestly into headsets may become a relic of the past. Today’s cloud based call centers are virtually limitless.

If a company wants to expand their business activities this can be easily done without investment in hardware or other equipment. With no premised based place of work to limit their growth, the scalability potential is limitless.

The old saying “time is money” applies nowhere more than it does in a call center. It is vitally important that any IVR system make reaching the correct person a simple and rapid process. In choosing a cloud based service company you must make sure that they can provide you with all the essential services to run your business effectively. You should be looking for new and innovative solutions for your call center.

Recently TelStar Hosted Services announced that they were the winner of a prominent industry award:

“TelStar Hosted Services, Inc., “Your Call Center in the Cloud!™” , is the latest hosted call center solution, TelStar Hosted powered by Vocalcom, is recognized as one of the ‘best, brightest and most innovative’ contact center solutions of the year by winning the 2011 Customer Interaction Solutions’ 14th Annual Product of the Year Award”.

That is a good indication that you are looking at the best call center solutions available.

TelStar and Vocalcom have partnered to provide services that will open up the future for your call center business. Buzzwords such as “next generation” and “cutting edge technology” are not just empty phrases in this context.

For years Vocalcom has been a giant globally in call center services and applications. Their business is spread over 41 countries. Supported on the backbone of one of the most respected call center solution providers, makes it easy for TelStar to claim the title “Your Call Center in the Cloud”.

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Proper management of funds is very important for the successful functioning of every organization. A business is involved in various transactions and sales are the source of revenue. These sales are not necessarily done with direct payments. In some cases, businesses sell goods on credit to attract more buyer, and sometimes they also give loans to clients. It is very important that debt is collected on a timely basis, otherwise an organization may face huge losses because of the amounts they are owed.

Since the collection of debt is very critical for any organization, businesses have debt collection policies that focus on realizing debts in such a manner that they do not impact business relations. Debt collection software can be very helpful in collecting debts. It enables you to send reminders to your debtors through various mediums such as emails, letters, faxes, calls or SMSs.

Debt collection software facilitates the process of debt collection in a cost-effective manner. This software utilizes the useful features of Hermes Eagle. This predictive dialer improves the efficiency of your collection agents by automatically dialing phone numbers of the defaulters, identifying wrong numbers, leaving messages on voice mails or answering machines. It even manages call backs, sends SMSs and emails.

Debt collection software can help in designing an interactive voice response (IVR) scenario in such a way that it automatically dials the numbers of the debtors. It also informs them about their account details by playing a customized message. This message contains important details such as the account number, amount due, days past due, and the payment terms. The messages are automatically customized depending on the delinquency stage of the account. The advantage of the IVR is that you can reduce the burden of debt collection agents. It can even send SMSs to debtors reminding them about their account details. The software can also leave messages containing the account details and number of failed attempts made to reach the debtor.

Debt collection software also has an integrated scripting tool that enables the collection agents to access all of the details about the debtors such as account details and account history. The agents can easily process collection calls and will be able to take credit card payments over the phone, update information on the account, process transactions of different types and request authorizations. The predictive dialer filters out the non-productive calls such as wrong numbers from their campaign. Thus, the agents do not have to waste time and their productivity is enhanced.

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