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Outbound Call Center Services: Helping Home-Based Agents Succeed

Outbound Call Center Services

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Author: TCN

The effects of COVID-19 have transitioned agents from the workplace to the home office. This transition hasn’t been easy for everyone, especially for call centers who weren’t prepared when the pandemic hit.

Sending agents home without the right set of equipment to help them stay productive is an outbound call manager’s nightmare. The innovations of call center technology have changed how outbound call centers manage agent efficiency outside the office. 

TCN’s call center platform is an excellent solution for outbound call centers — whether they have already transitioned their agents to WFH or not. The platform consists of features that help outbound call centers and agents have a more smooth and successful transition to WFH.

Smart Predictive Dialer: The First Step to an Improved Outbound Campaign

Increasing customer and agent communication is the goal of any outbound call center. There is an effective way for agents to increase sales and fund operations — integrating a predictive dialer into your contact center.

TCN’s Predictive Dialer was curated with your agents in mind. It’s simple to use and accessible from any location. This is ideal for stay-at-home agents because all that is required is an internet connection.

Using TCN’s interface, all managers can follow these three steps to launch a Predictive Dialer Campaign.

  1. Upload call list into TCN’s contact management system
  2. Map data, including contact lists with names, emails, account numbers. This allows agents to come with pre-existing knowledge about the call.   
  3. Initiate the calls. TCN’s Agent Gateway sets up the predictive calls instantly for agents who are logged in. 

These steps can help outbound call centers to understand the simplicity of switching to effective solutions. 

Take a look at how one of TCN’s clients have succeeded from an improved growth rate in outbound calls.

“We have been impressed with the flexibility of TCN’s Platform 3.0 and its excellent customer service. Since partnering with TCN, it’s become clear that our previous dialing platform was just a shell in comparison to the functionality provided by TCN. The gap is so significant that we’ve seen an 80 percent growth rate in outbound dialing rates.”

-Dan Kanan |SMA Associates

A seamless translation to an efficient dialer platform is just the beginning. The functionality of TCN’s Predictive Dialer crosses the aisle to improve customer experiences. 

Agent Coaching: Ensuring Top-Tier Performance 

Even though agents are working from home, continual training is critical to keep track of KPIs as well as individualized productivity for agents. Managers may think that there is a barrier between them and stay-at-home agents, but that’s far from the truth. 

All agent activity and outcomes can be managed with TCN’s automated dashboards. Agents must know that managers are accessible and ready to help whenever possible. Communication between agents and managers must be improved to build trust with a customer base.

Room 303 is one of TCN’s latest features to be integrated within the cloud-based platform and helps outbound call centers improve internal communications. Its internal chat capabilities help managers and agents stay connected. Room 303 allows for multiple shared channels that are customizable to any organization’s needs. This feature is especially valuable with more and more agents working from home. 

Start your call center on the right foot with call center technology that improves internal operations and customer service. See how an improved outbound call center and agent experience is right around the corner. Request a demo from TCN today.

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.