Outbound Telemarketing System Requirements

Call Centre Helper Forum » Call Centre Management

(5 posts)

Hello,

I have been tasked with sourcing a suitable system for outbound telemarketing using our internal team who currently handle inbound communications in order for our business to expand into other markets by offering additional outbound services.

I am not familiar with any outbound systems and was hoping that someone could let me know the basic requirements a solution should offer when I am researching available options.

I am aware that a good outbound system should be able to integrate with a CRM database, create call lists that can be easily managed by administrative users and offer call recording facilities, but I am unsure what else I should be looking for.

If somebody could send me a list of basic requirements that a quality outbound system should have, or even recommend a good system, I would be very grateful.

Thank you,

Marketpoint Global

Posted 1 year ago

Lisa Hall

We use Synthesys through Noetica but I also have been recommended previously TouchStar.

Posted 1 year ago

GPR_Consulting

Hi there,

There are loads of companies in the market that would love to have your business. All of them will do the basics. And what I define the basics to be are:

1/ Options for loading lists into the dialler via a wide range of formats (i.e. xls, csv, dbs, etc...)
2/ Filtering options and list segregation based on pre-defined criteria (i.e. postcodes, last names, account status)
2/ Updatable "Do Not Call" list
3/ Dialling options (Preview, Power, Predictive, Progressive)
4/ A scripting tool to guide callers through a call. This should be customisable at the business level to prevent having to go to IT everytime you want to make a change
5/ Comprehensive re-dial and DMC (decision maker contact) rules
6/ Call listening technology - to determine a ring tone versus fax tone versus busy tone, etc...
7/ Multiple campaigns
8/ Comprehensive management information, both real time and historical, in order to measure silent calls, etc...

There are loads of other features and functionality that you could throw into the mix, but remember, as you increase your requirements, the costs will also tend to rise. But also, deploying a predictive dialling platform into a business that doesn't have one in the first place will typically see performance boosts of 250% or higher. So the return on investments are quite compelling.

Could you share with me how many agents you are looking at?

Thanks, Hope this helps,

Gene
GPR Consulting

Posted 1 year ago

Janette Coulthard

Gene is quite right, depending on the volume of outbound calling you intend to do, you may need a predictive dialler. When considering purchasing a predictive dialler you need to know the volume of calls you intend to make. As a general rule, in order to gain any efficiency and productivity improvements over what you might achieve through other dialling methods, you need to have a minimum list size of around 10,000 records which will be utilised over a 4 week period
In addition to a predictive dialler you should also consider:
1) A CTI system to support on-screen scripting, sales support information such as FAQs and Objection Handling tips and if appropriate to support screen and script branding. It’s also worth thinking about whether you want this system to be able to pull customer data from your existing databases to support cross-sell and upgrade activity.
2) A Call Recording System, if you don't already have one, which can be stopped and restarted when collecting payment details so you are PCI compliant. The latter is only required if you are taking payment details over the phone
3) A Quality Monitoring System which can support Sales Verification or validation activity by your Quality Assurance team. There are some fantastic systems which will also line up the call recordings that need to be monitored so you don’t need to search for them and that also allow you to view the customer record and data collected at the same time as each individual call is being monitored. Some will also contain customisable QA form templates and MI templates so you don’t have to invent your own.
You will also, as Gene says, need to think about the MI you require and what the systems are capable of producing. However, the really critical piece of work is around integrating the systems to generate maximum efficiency and streamlined processes. For example, to a) avoid cut and paste from reports produced by each system in order to obtain meaningful at a glance MI or b) to minimise the use of manual processes when transferring sales records from one system to another. Manual processes always pose a risk leaving room for human error or gaps providing the opportunity for sales records to drop out along the process or for something to be missed. For example, if a QA process is manual and managed via Excel Spreadsheet there is the risk of things being forgotten and sales not being processed and fulfilled.
Hope this helps

Posted 1 year ago

jefflad

Hi,

So the use of CTI would only be used for on screen prompts or account information? is there anything more subtle that you can route outbound calls on other than mentioned above? We'd quite like to use one but we don't quite like the idea of lumping say bad debters or a particular post code into one group, I'd quite like to hear of some good tips on this.

Outbound Telemarketing System Requirements

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