The Top 5 Technology Must-Haves for a Multi-channel Call Center

A lot of factors should go into choosing the right telemarketing call center and technology certainly tops that list. Choosing a call center that’s using the best technologies should be a priority for any decision maker and here’s why.
The call center you choose is going to serve as an extension of your business’s sales and marketing efforts, so you want to make sure you partner with a center equipped and ready to meet your needs.
1. Predictive Dialing Solutions
So what is a predictive dialer? It’s a computer-based system that automatically dials a list of phone numbers, using complex algorithms to screen out answering and fax machines, busy signals, and disconnected calls.
It’s able to predict the prime time to call a phone number automatically to enable direct access to the right customers at the right times.
Benefits: Predictive dialing solutions increases agent productivity, reduces operational costs, with both sales and customer satisfaction benefiting by engaging the most eager customers
2. Multi-Channel Software Integration
With technology ever-changing the way people communicate with one another, it’s important you choose a call center that can handle, well, more than just calls.
Multichannel means your customers can communicate via phone, email, your website, or via live chat. With more than 50 billion devices predicted to have internet-connection by the year 2020, you cannot afford to ignore this marketing strategy.
Benefits: More ways to communicate means reaching more people via their preferred message. Plus, some messages just work better with certain channels. Don’t forget an increased market potential and increased revenue.
3. Reporting
While not technically a standalone tech item, just as in any other business, data and analytics are crucial. With the right software comes the right reports. A call center should have the technology to quickly and easily access reports to see productions and efficiencies.
Benefits: The reports should give you access to details about the campaign, and provide up to the minute return on investment tracking.
4. Call Recording & Monitoring
Recording is an absolute must-have feature that any call center you hire should use. In some cases, maintaining a database of recorded calls can help your business comply with legal, industry, and service-level compliance guidelines.
It’s also important for call centers to have access to all inbound and outbound calls for quality assurance (QA) purposes. This can be beneficial for customer service and training purposes in the future.
Benefits: Recording calls can lead to gaining better insights on how customers use your products or services. This can help increase revenue and improve sales. Managers have the ability to play the calls of experienced agents, trainees, or junior agents which can lead to extremely valuable feedback.
5. CRM Software
CRM software automatically tracks and measures customer requests, incidents and fulfillment’s. Basically, it allows us to quickly access information about accounts, products, warranties, services and historical transactions of customers. Accurate, up-to-date information at hand is vital for our agent’s interaction with your customer to be successful and meaningful, which is a win for everyone.
Benefits: Customers receive a faster response and better service with CRM software. Not only does the customer experience improve but information gathered from the system becomes a data resource for companies to use for other marketing efforts and campaigns.
There are a lot of ways that telemarketing can grow a business. Technology plays a role in increasing the efficiency of call centers, ultimately helping their customers to increase sales.
Before you select a call center, make sure you understand what functions you want them to perform, and how well they will be able to do this.
If you are looking to have a conversation about call center technologies and the best choices for your business, contact us today.

