How Call Center Software Works

Telemarketing is a marketing tool that has become extensively popular today. There are innumerable companies selling the same products and services to the same target population. With increase in competition, it all comes down to the amount of customers one gains through effective marketing. Television alone is not enough these days, as most people today don’t have much time to dedicate to it. Much less, hardly anyone pays attention to advertisements that are broadcasted on TV. Conversely, more and more people spend increased amount of time on their mobile phones. It is thus justified to somehow make use of calls and SMSs in order to market products and services.

For marketing over a telephone network, an efficient system is needed. Every company has a call center that employs call service agents. However, the volume of incoming and outgoing calls to be handled far exceeds what these executives can handle on their own. Thus, these companies use predictive dialer software to assist the call center agents in increasing their call volumes and conversion. This software takes up the task of calling numbers from a list and predicting which of the calls would be answered by making use of algorithms and patterns from company call database. The calls most likely or sure to be answered are routed to call executives that are free. This serves a two-way function. One, the call service executives are engaged with customers only – they don’t waste their time waiting for a call to be answered on the other side of the line. Two – it increases the volume of customers that the agents deal with each day. It helps to increase sales of products and services in a way.

Auto dialer software also helps a company in managing economies. In a situation where calls are high and funds are less, hiring many call service executives can prove to be overly costly. This can easily be avoided by using a dialer software, which does not require much infrastructure. A desktop computer, a voice modem and a separate phone line for every call service agent is all that is needed. This software is then installed on the network and the work is done. It will take up the job of calling and waiting, while the agents are engaged with customers on live calls.

Outbound dialers are also used in conjunction with automatic voice response mechanisms. One can draw example from the information services numbers of one’s mobile network providers. “Dial xyz number to know more about our offers.” Upon dialing, one hears an electronic voice rattling away all the offers based on the key-press entries one provides on one’s phone.This call is recorded in the company logs. This information is then forwarded to call agents, which then call you back to sell more offers and services. This call-back is made possible because of the data logging capability of the software, which prompts the agents that a customer is trying to avail some services of the company, and may need assistance. It boosts customer satisfaction.

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ABOUT THE AUTHOR

Andy Jones is an expert when it comes to modern communication systems and loves to write interesting articles and blogs, advising people on the right technology to use for their outreach efforts. He recommends Phoneburner.com as the name you should trust if you are looking for power dialer software or similar applications.