What is telemarketing software?
Sometimes known as cloud call center software, telemarketing software is a tool for BPOs, contact centers, and customer support teams to properly handle commercial phone calls. This practical tool enables contact center managers to obtain vital information in real-time, therefore enabling them to give consumers appropriate instructions or recommendations during a phone conversation or online chat. Another ability of the telemarketing CRM system is real-time access to client data and history, which one may use to improve the whole client experience.
When you think of a contact center, what pictures come to mind? Is it typical practice for there to be a lot of highly identical workstations where workers can stand at them and phone long lists of numbers before being hung up on after few seconds? Conversely, these are not times like these anymore. Modern call center technologies have fundamentally changed the way present contact centers run.
Thanks to call center software, you may now interact with suppliers, business partners, past clients, and current ones. From a small company to a big one, complete call solutions are indeed easily available for any demand. These solutions might thus be applied for a variety of chores, including customer service, lead creation, telesales, surveying, and receivables collecting. Contact center technology can manage every type of call that comes through your door.
What are the two categories of telemarketing software?
Telemarketing is divided into two types:
Inbound and outbound telemarketing, respectively.
Inbound telemarketing is the technique used in answering calls from possible clients. Inbound telemarketing is the process by which consumers phone your firm directly to report a problem, request technical assistance, or investigate the goods and services you offer.
Inbound telemarketing is the most effective approach known to boost profitability. For example, if you watched a television commercial for a product and want further information about it, you may call the inbound call center so a telemarketer may help you with any questions you might have about the product.
Conversely, outbound telemarketing is the practice of contacting possible clients to let them know about your offerings of goods and services. People who work in outbound telemarketing call centers usually have a lot of experience interacting with consumers in several roles. Engaging in outbound telemarketing is usually regarded to be the most effective way to increase sales. This program allows you to also combine virtual call center technologies.
Advantages of telemarketing software
Telemarketing systems software not only helps you to reach measurable results but also calms your clients, thereby enhancing your relationships with them. Apart from creating leads and meetings, this tool lets you sell remotely and reach more customers worldwide. Last but not least, telemarketing tools help agents to more precisely communicate technical issues.
For businesses spread over several sites, a teleconference solution is absolutely essential. An increasing number of companies are spending in telecalling software to improve their telesales operations and get a competitive advantage in the market since the advantages of this software are clear.
These are several points of view regarding the benefits of telemarketing systems.
Saves a lot of time
The best teleking tool saves a lot of time. Apart from automating your manual tasks, the program helps you to quickly and successfully do important tasks. It improves the capacity of contact centre application.
Improves the quality of the services
Using a smart telecalling system can help you to identify ways to give your clients outstanding support. Furthermore, it enables you to document and listen to interactions between clients and agents in your contact center, so revealing areas of agent performance that require attention as well as comparing staff member development.
Collection of useful data
If you have a good outbound telemarketing system in place, you could be able to get enough information from past calls. Apart from boosting sales, the information you acquire can be used to teach the staff members of your contact centre.
Helps you in staying up-to-date
Your company should abide by the local legislation. Using the call recording function in telecalling software, you may log every spoken interaction between your agents and clients, therefore enabling you to remain in regulatory compliance. Call recording improves security by letting you monitor problematic phone calls and find security flaws.
At last, outbound telemarketing systems offer a consistent interface to handle all company contacts. Therefore, right now you should think about investing in a modern telecalling solution if you wish more control over the everyday processing of business calls.
Must consider the following features in your telemarketing software
Automated telemarketing systems provide a range of tools to support effective two-way communication and help telemarketing agents to reach success in telecalling. The following excellent capabilities are offered by outgoing telemarketing systems.
Call management
Apart from handling calls, telemarketing customer relationship management systems track and document calls as required to help you make better judgments. It syncs with IVRS software and cloud phone quite effectively.
Database management
The client database included in the software package allows you to access the whole profiles of your contacts anytime it would be appropriate. Additionally able to manage massive databases and execute flawlessly with call lists is a great telemarketing system.
Follow up feature
The software's "call back" feature helps to ensure that contact center operators seize opportunities to follow up with potential clients. This feature also helps to create leads.
Supports omnichannel
Multichannel assistance is a sophisticated telecalling service that helps you to interact with possible customers in a range of ways and across numerous channels. Because they are better equipped to promptly address questions asked by consumers, contact centers that offer help across several channels typically have more satisfied customers.
Knowledge center
The best telecalling systems offer a consistent knowledge base that lets employees of your contact center quickly access the data they need on your company's goods and services while they are chatting with consumers over the phone. Customer support agents will no longer give consumers erroneous information using this helpful technology. It interacts with program for tracking sales.
Virtual queuing of calls
This tool will allow you to lower the amount of calls ending without response. It lets clients know how long the wait is projected to be, thereby allowing them the choice to hang up and call back when it would be more convenient for them or to talk with a representative straight after the allocated time has gone.
Third party integration
To simplify your workflow and provide better service, you could easily combine the software with your current CRM systems, marketing tools, eCommerce platforms, corporate UC (Unified Communication) platforms.
Integration of social media
The social media integration capability of Facebook, Twitter, Instagram, WeChat, and Whatsapp lets you turn your clients into buyers. These platforms' adaptability helps to make this feasible.
Monitoring
This feature helps telemarketing managers to evaluate agent performance and give pertinent comments depending on how agents behave.
Skill-based routing
The very best telemarketing systems incorporate skill-based routing, which guarantees that every one of your clients is connected with the telemarketing agent most qualified to handle their questions.
Apart from the above mentioned chores, free telemarketing software provides with additional fundamental capabilities including real-time sales visibility, self-service IVR choices, 360-degree customer view, staff communication tools, and much more. All of these features are free of cost.
Considerations to make while purchasing telemarketing software
Type of deployment
Call centre systems have on-site, hosted, cloud-based and on-demand deployment choices. For companies looking for customized contact center solutions, on-site and hosted deployment choices are good; yet, if only needed for a short period of time, they are costly. Though cloud-based software can usually be set up in a few hours and is less expensive, it requires a persistent, reliable internet connection to function as intended. Before limiting their product choice, consumers should consider the advantages and disadvantages of cloud-based and on-site solutions.
Multi-channel support
Call center software lets companies manage correspondence across several channels—including SMS, online messengers, email, live chat, and social media platforms—for a nominal additional cost. Still, needs change based on the use case. If your brand is based on social media, for instance, social media management skills are absolutely vital. Your business will want SMS support instead, if your marketing, sales, or customer service strategy calls for text messaging. Before making a purchase, consumers should explicitly state their needs and make sure required functionality is there when starting their software search.
How to choose the right telemarketing software?
Once you decided to buy cloud-based contact center software—which you should have done by now—take your time looking through the several choices and selecting the ideal one.
Then give your own needs some thought. Sales or customer service will use your contact center software? How exactly big is your team? Regarding your finances, what is? And mostly, what is your area of operation? These and allied questions will help you to focus on the essential traits. Knowing what you need now will help you to search for contact center software for:
Quality and uptime
While weighing your choices, call quality and uptime are the most important factors to take into account. After all, customers decide on the caliber and dependability of your business; no tool can make up for a bad call quality. Look for complete call solutions free of little jitter.
Call center features
First you have to define your needs before you can know what characteristics to search for in call center software. Appropriate call routing is absolutely essential even with a large crew. It will guarantee that every call is handled by the most qualified agent available and that it reaches the correct department.
Using Smart Dialer will save your agents the time and effort otherwise needed to manually enter each number when your main concentration is on outbound contacting. These are simply a handful; the individual requirements and details of your company should always define the exact features of your contact center.
Security
Data security breaches essentially fulfill the greatest dread of any service provider. Dealing with sensitive consumer information like phone numbers, you should ensure that the equipment in your contact center surpasses the toughest security requirements. This is particularly crucial. Examine their General Data Protection Regulation commitment to see whether they line up with it (GDPR).
Integration
Make a note of the several items you wish to have included into the program you run on your cloud-based contact center, then search for easily available connections. Using specialist technology could help your process be more effective; you will not have to worry about copying and pasting or manually synchronize data.
Pricing and plans
Once you have reduced your choices to the most appealing ones, the price-to-- value ratio could help you decide which one to choose finally. Create a list of all the prospective charges related to changing the equipment, getting training, and other like activities.
Furthermore, look for flexible pricing choices for contact center software and decide whether or not you could expand or shrink the present bundle. After all, you want the technology running your contact center to be flexible enough to meet evolving needs of your company.
Telemarketing software capabilities
Designed to help telemarketing professionals make outgoing calls to find new customers, convert them, and convince them to buy products or services of a firm, telemarketing software is Appropriately built and implemented telemarketing systems help to boost call volume, shorten conversation length, and raise telemarketing conversion rates. Important components of telemarketing software are the ones listed below:
Lead governance
Management of Telemarketing scripts
auto dialers
Management of callback calls
Why should you use a telemarketing software?
Call centre software has many benefits over an old-fashioned phone and spreadsheet, if selected properly. Among several benefits of contact center technology are:
Cloud based service
Choosing how you wish your company to run gives you greater freedom when you decide to put your contact center on the cloud. For the company you lead, this has two major effects. First of all, you and your team will be able to work whenever you have access to a computer, a headset, and a consistent Internet connection.
Safety is the second concern one should give. Given your handling of a lot of sensitive information, the program you employ for your cloud-based contact center should be safe. While there, look at the compliance, policies, and upkeep of their system. One approach to meet more security requirements is by leveraging a safe cloud environment.
Improvement in quality
Thanks to a priceless tool, you may offer services of a better quality. This holds also true for solutions related to contact centers. In this specific case, how seems it? Using software for a virtual contact center allows you to personalize your offerings without having to put extra effort on it.
Select a tool that enhances the other services you employ. This will allow you to give a more intimate touch and examine information from your CRM or the past of the previous contact throughout the chat.
Boost in productivity
Incorporating your cloud call center into your process will help you to see the higher production. Think about all the simple but time-consuming, hand-operated tasks you have to do: updating information, assigning agents, copying and pasting call notes into your CRM, or creating reports. Choosing a contact center solution that lets you link your software and automate those processes will help you to spend your time in activities offering value.
Cost reduction
Managing an internal contact center with numerous agents, hardware devices, and a sophisticated infrastructure can be costly. Using virtual contact center software could help you to cut the minimum of required resources.
Relevant telemarketing software trends
Decrease in voice based customer interactions
Contact centers are moving from traditional call center software to contact center solutions allowing them to leverage various communication channels (like email, SMS messages, social media, and live chat). Our research indicates that even if voice will always be a significant source of customer contacts, as more companies start using digital channels, its use will drop in the next years.
Artificial intelligence
First customer contacts are being streamlined by voice and text-based bots. According to our results, 68% of small enterprises either presently employ conversational user interface technologies or intend to do so over the next one to two years. Customers who use these interfaces get a robotic voice or message recording their personal data and the kind of their query instead of talking to human operators. The bot might then answer simple questions on its own or direct calls to the best fit agent. The automation of the call process accelerates it and releases operators to answer more difficult inquiries.
