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6 Call Center Solutions for Running Inbound, Outbound, & Omnichannel Strategies

call center software, inbound call center, customer service

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Author: McKay Bird

If you are like most contact center managers, you’ve probably thought about how you could leverage technology or software to streamline operations to save time, money, and energy spent on manual tasks. In recent years, there has been a give and take relationship for many contact centers and software worldwide when determining a right-fit solution to accomplish goals.

Knowing how your call center is interacting with customers is paramount — not having access to this information could cost you a customer. According to statistics from Finance Online, when a customer problem is resolved on the first call, only 1% is likely to go to a competitor as compared to 15% when the issue is not addressed. 

On the other hand, customer satisfaction is just as important for call centers and their agents. In the same statistic, 75% of consumers look forward to a consistent call center experience across multiple engagement channels — social media, mobile, online, in-person, or through the phone. More importantly, 73% will likely change brands if they don’t get the consistency they want.

Let’s go into detail about why your call center needs to leverage cloud software today,

1. Blending call center calls can be your best friend 

As the saying goes, ‘Dogs are man’s best friend’. The same can be said for call centers and blending inbound and outbound agent communications, together. 

Like most operations managers or call center owners, you probably like saving time and money. No brainer, right? One of the easiest and simplest ways to decrease costs and increase ROI is by blending incoming IVR calls and outbound volume throughout the day. For those that have separate teams handling both inbound and outbound calls, this may seem foreign. However, your agents and call center will experience less downtime and more productivity per hour saving you thousands of dollars. 

The bottom line, blended call center software increases efficiency and agent ROI, instantly.

Get our Quick ROI Guide to see how TCN can save your call center thousands. 

2. Automated payment IVR’s and self-help save money

What if there was a single feature that would increase customer satisfaction and revue, all while lowering costs? Guess what, there is! 

Interactive Voice Response or IVR software has proven to help organizations streamline processes that can be done automatically, like taking payments or tracking an order. Call centers will see instant FTE cost savings while giving your customers the experience and flexibility they want and need.

3. Mobile SMS and email for those hard to reach

It’s 2021 and consumers need a way to speak to your call center agents. Texting has become more popular over the decade and it is not a fad that will be going away anytime soon. Texting and other omnichannel options are the easiest way to set your customer experience and call center apart from the competition.

Personalizing and catering to the communication channel is key when deploying an omnichannel solution. 

4. Call Center List Management and Data Services

No matter what your contact center does, staying compliant is surely a top priority. TCN offers a service that helps organize and clean your data before using any list. You can scrub and parse cell phones or segment a list based on certain geolocation to help maintain compliance regulations. TCN List Management Services and Data Services features include:

  • Data and list scrubbing
  • List cleansing
  • Data enrichment 
  • Compliance check for errors

5. Business Intelligence for increased awareness and visibility

Call center CRMs and other tools used in call centers carry and hold lots of data. A recent survey from Cisco showed that the average business holds 347.56TB of data. They estimate that number to grow by 53% as more businesses move more services online. Processing all that data in real-time doesn’t need to bog down your call center.   

Real-time reporting for call centers has traditionally always been a challenge, especially if you attempt to compare disjointed reports like apples and oranges. Call center business intelligence from TCN measures your business from the top down by:

  • Revealing performance history
  • Gaining real-time insights for the entire call center
  • Scheduling and call center forecasting
  • Monitoring call center costs

Implementing call center business intelligence into your contact center can have tremendous advantages, including knowing where to cut costs and save time — equating to a return on investment. 

6. Integrate, integrate, integrate

Integrations are an essential part of any call center. It speeds up the data transfers for a better agent experience, improves satisfaction by allowing customers to do account or order lookup, and eliminates the need to manually pass information that could potentially have errors.

If your CRM and call center platform are in the cloud, like TCN’s cloud call center platform, you already have a leg up on most call centers. TCN’s call center software has built-in integrations and API’s that seamlessly connect services like Salesforce and Zendesk. 

Gaining and maintaining a competitive advantage in your industry is not always easy. However, a cloud call center software with API’s and numerous integrations will definitely help.
For more information, be sure to get our latest eBook and see the 6 Reasons Call Center Execs Are Moving from On-Premise Solutions to the Cloud.

About the Author: McKay Bird

Mckay Bird is the Chief Marketing Officer for TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Mckay oversees all marketing operations, campaigns and conferences including; content production, email marketing, and other inbound marketing activities.