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Common Challenges Confronting Outbound Call Centers
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Call centers play a crucial role in the areas of customer service and support. Thus, it is important for their agents to be prompt and adept in performing assigned tasks and responsibilities. However, outbound services like their inbound counterparts, face numerous challenges that must be addressed immediately and smartly. These are among the common concerns that outbound call centers must prudently manage so operations are not adversely affected.

Failed Connection with Customers

The success of an outbound call center primarily depends on two factors. One is the overall number of connections made by agents. The other is the connection rate or percentage of tries resulting in a successful contact. An attempted call does not lead to a conversation with potential clients for three reasons. First, the phone numbers are incorrect. Second, it goes directly to voicemail. Third, the customer does not answer because the incoming number is not in his or her list of contacts.

Solution: Use a modern outbound service calling technology also called automatic or predictive dialers. This system automatically dials from a directory of phone numbers until it spots a connection. Then, it passes the call to the call center agent. The dialer filters voicemails, busy signals, disconnected numbers, and no-answers. Dialers increase the rates of connected calls by nonstop optimization of the dialing pace based on existing data. The cutting-edge tool dial numerous numbers simultaneously since several dials do not produce a connection. It also boosts the utilization of agents.

Use of Multiple Applications

Today’s outbound services have significantly evolved. Call center representatives use not just one or two but several tools. They need to make calls, document all results, and take the right action across various platforms. The problem arises when the company uses a combination of obsolete and sophisticated solutions. In other words, agents work with different systems but are unable to correlate customer interactions thereby missing out on plenty of opportunities. The type of application does not matter provided a record of previous communications is available. This plethora of information enables agents to deliver exceptional customer service.

Solution: A multi-channel approach is the best option for outbound call centers. With this in place, the agent can refer to past interactions and identify lapses before recommending solutions. At the same time, procure simple but effective technology. Provide extensive training for end-users if several applications are needed.

Legal Compliance

The outbound service must adhere to the Telephone Consumer Protection Act or TCPA and Do Not Call (DNC) registry. This registry gives consumers the choice whether to accept telemarketing calls. Otherwise, the call center and its agents may be penalized for calling mobile phones without permission, reaching the so-called abandon rates above a specific limit, and calling phone numbers included in the DNC list.

Solution: The high-quality automated dialers have the means to confirm numbers against the DNC listing and eliminate those that must not be called. The dialer also detects mobile phone numbers. In case abandon rates go over the limit, the dialer warns the call center manager so they can shift to manual dialing to lessen abandon rates.

PCS Connect

For companies requiring outbound services, you can call PCS Connect, is your one-stop global business solution for companies seeking effective ROI solutions. Through the years, we have evolved into the leading BPO company in customer service, back office support, and sales.

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