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Outbound Call Center Best Practices that Increase Agent Productivity

Outbound Call Center Best Practices

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Author: TCN

In a call center workplace environment, calls are made out to millions of customers every day. With a heavy workload, call center managers and agents work together to create effective strategies to fit their customers’ needs best. 

That being said, sometimes an agent’s productivity levels can be left by the wayside, and your analytics can become skewed. However, with the help of advanced cloud-based software, your outbound call center can stay on track and exceed customer expectations.

Let’s take a look at how your outbound call center can take strides towards increased agent productivity. 

Connect on Their Level

“A good outbound sales script contains a strong connecting statement. Why is it that you’re calling, what prompted the call?”

Grace Cooper

An outbound call center’s primary focus should be implementing efficient scripts and practices that ensure positive customer experiences.

You may ask yourself…

What is prompting you to make this call? Is it a collection? A customer call back?

Whatever call you’re about to make, you must be personable and use cloud-based tools to help you throughout the call. With the help of TCN’s cloud-based call center software, outbound calls are made with ease. 

When calls are being placed to your customer base, only call center software will help you understand what occurred throughout the call between the agent and customer. 

Use Speech Analytics to Your Advantage

Call center training shouldn’t slow down after an agent is hired. Agents should regularly spend time improving their skills to better their team’s overall performance. Managers that implement coaching sessions frequently will see improvements within their operations. 

Speech analytics helps you fully understand your customers and leverage best practices for your agents. With the right tools, your outbound call center agents will benefit from having access to the cloud-based solutions that fit their needs.  

Connecting with your customers means using speech recognition software to identify specific words and phrases you are looking for. The more you listen to your customers, the better your customer experience.

Request a demo today to learn more about TCN and your next steps towards enhancing your outbound call center.

About the Author: TCN


TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN combines a deep understanding of the needs of call centers with a unique approach to pricing – no contracts, monthly minimums or maintenance fees – that supports rapid scaling and instant flexibility to changing business needs. TCN’s contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN is trusted by Fortune 500 companies and enterprises of all sizes in multiple industries in many countries.