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Outbound Call Center Best Practices that Increase Agent Productivity

Outbound Call Center Best Practices

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Author: Hannah Gardine

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: Hannah Gardine


Hannah Gardine is currently working as a marketing intern at TCN, a leading provider of cloud-based call center software. She is earning her B.S. in Marketing at Dixie State University. Passionate about creative marketing strategy and digital marketing, she enjoys being able to collaborate with the team and help with all aspects of TCN’s marketing initiatives.