A Guide in Choosing Outbound Call Center Software

How many phone numbers for your friends and family do you have memorized?

If you're anything like us, chances are you have maybe one or two at the ready, but the rest of the valuable phone numbers in your life are stored safely in your phone's contact list.

You might hear echoes from older people lamenting about how "back in the day, we used to remember everyone's phone number" while you're scrolling through your contact list. But the reality is, we no longer need to remember phone numbers because our smartphone's software has taken on that responsibility for us.

The same goes with outbound call center software - there's no longer a need to remember a number, even if it's for a minute, to dial it. Instead, the outbound call software dials it automatically, saving your time and sanity.

Businesses have adopted outbounding and its various software features as a way to optimize their call center's outbound call processes, from saving time to reducing the likelihood of errors (with dialing wrong numbers or accidentally ending a call before it's done, etc.).

After all, sales representatives indicate varying levels of daily phone activity, with 30% reporting 50 or more dials, 25% noting 30 to 49 dials, and 20% stating they make 20 to 39 phone calls each day!

To find out more about how outbound dialing software can work for you and your business, read on.

What is Outbound Call Center Software?

Outbound call center software is a powerful tool designed to optimize the way companies reach out to both potential customers and existing ones. It goes beyond just making calls; it streamlines the entire process, making it easier and more efficient for sales, marketing, customer support, and other teams to connect with their target audience.

Think of it this way: a batch of leads lands on your desk, ready to be contacted. Instead of manually dialing each number, potentially wasting hours of valuable time, outbound call center software takes over. The software automatically dials number after number, seamlessly transitioning from call to call, saving you precious time and effort.

But that's just the beginning. Outbound call center software often includes a variety of features that go beyond simply connecting you with your contacts. These features can include:

• Click-to-call functionality: Eliminate the need to manually type phone numbers, saving you even more time and reducing errors.
• Multiple dialer options: Choose from power, progressive, or predictive dialers to optimize your calling strategy based on your specific needs.
• Automated reminders and scheduling: Set reminders for important calls and schedule appointments with ease.
• Customer support functions: Manage proactive calls, schedule callbacks, and handle retention calls effectively.
• Marketing initiatives: Conduct surveys and market research efficiently.
• Sales calls: Generate leads and connect with potential customers with ease.
• Call recording and note-taking: Capture valuable information and track conversations for future reference.
• Seamless CRM integration: Manage your customer relationships efficiently with integrated CRM tools.

Outbound call center software is more than just a phone system; it's a complete solution designed to revolutionize the way you communicate with your customers. It empowers you to:

1. Increase productivity: Save time and effort by automating repetitive tasks.
2. Boost call efficiency: Make more calls in less time and connect with more prospects.
3. Improve customer experience: Deliver a personalized and efficient experience for every interaction.
4. Gain valuable insights: Track call data and analyze performance to make data-driven decisions.

5 Main Benefits of Outbound Calling Software

While we listed some of the benefits of outbounding above, let's get into the main benefits:

1. Optimize the Calling Process

Most call outbound call center software comes with some combination of the following features:

• Click-to-call, which allows you to simply click a phone number to automatically dial it rather than having to dial the number manually. It may seem like a small feature, but it saves time and eliminates misdials.
• Phone tracking software, which records the conversation and allows you to refer back to it later for training purposes or to glean valuable insights from the conversation, like sales opportunities.
• Automated dialing, like power dialers, progressive dialers, and so on, saves time but also helps control call frequency.
• CRM functionality, which enables you to see call metrics, leave notes on customer accounts, adjust customer account information, view rep performance, and more.

Altogether, these features work to optimize an outbound call center's phone process through various methods specific to the feature.

2. Provide Better Customer Service

Outbound call center software isn't just about making sales calls; it's a powerful tool for building stronger relationships with your customers. Here's how it can help you provide exceptional service and achieve customer satisfaction:

• Proactive Communication: Reach out before issues arise: Instead of waiting for customers to call with problems, take a proactive approach. Reach out to inform them about upcoming service outages, account changes, or new features that could benefit them. This demonstrates your commitment to their satisfaction and builds trust.
• Follow up on inquiries and support tickets: Ensure customers feel heard and valued by promptly following up on inquiries and support tickets. Outbound calling software allows you to personally connect with them, address their concerns, and offer solutions efficiently.
• Collect feedback and conduct surveys: Gain valuable insights into customer experiences and preferences by proactively collecting feedback through outbound calls. This allows you to address areas of improvement and tailor your offerings to better meet their needs.

3. Identify Areas for Rep Improvement

We're never done learning, and having an easy way to track employee performance is beneficial for both the employee and management. Outbound calling software like Ringy has a feature called phone tracking that you can use for a variety of purposes, one of them being tracking employee performance.

4. Get Valuable Customer Insights

Another valuable feature of outbound call center software is the ability to gain valuable customer insights from conversations. Phone tracking is a great way to do this, as it allows you to record a conversation so you can refer to it later. Sometimes there's too much information being exchanged and valuable tidbits can be missed, so listening to customer calls at a later time can be valuable to determine future sales opportunities, identify pain points, and more.

5. Cost-Effective Solution

Think about the costs associated with manual dialing: wasted time on unproductive calls, errors in dialing, and the inability to track and analyze performance effectively. Outbound call center software eliminates these inefficiencies. By automating repetitive tasks and providing valuable insights into call data, the software helps you optimize your calling campaigns, maximize agent productivity, and ultimately get more bang for your buck.

Whether you're a small business or a large enterprise looking to improve efficiency, outbound call center software offers a cost-effective solution that can significantly impact your bottom line. With features like predictive dialing, automated call routing, and detailed reporting, you can ensure that your outbound calling efforts are not only effective but also financially sustainable.

Types of Outbound Software

There are a variety of different types of outbound software out there that aims to support external sales environments. These include software that can help with any type of outreach sales communication, from calling, SMS, email, and social media, and more. If you're in a rush, here's a summary of all the types of outbound software.

Now, let's take a close look at these different types of outbound software.

Automated Outbound Calling Software

One of the best features of automated outbound calling software is automated dialers. Here is a summary of the different types that are often found in outbound calling software:

• Power dialer: this type of dialer allows you to take an existing contact list that you've isolated and initiate automatic calling with the click of a button. The dialer calls each contact on the list one after the other, knowing when to pause, making the next call if the current call is answered.
• Progressive dialer: a progressive dialer uses software algorithms to dial a new phone number as soon as an agent is free. However, it often pauses for a few minutes between calls to give the agent time to review customer information.
• Predictive dialer: dials multiple numbers at a time and transfers a call to an agent when a customer picks up. This is great when there are a lot of numbers to call and a large number of agents available to transfer calls to.
• Auto Dialer: This versatile dialer automatically dials phone numbers from your CRM or contact list, eliminating the need for manual dialing. It increases efficiency and frees up your agents' time to focus on engaging with customers.
• Preview Dialer: This dialer displays customer information before connecting the call, allowing your agents to review key details and prepare for a personalized interaction. It enhances call quality and leads to more productive conversations.

Outbound Call Tracking Software

Phone tracking can be set to record specific calls so management can listen to them and make notes on potential improvements. In addition, Ringy also has listening, which allows a manager to listen in on a live customer call and offer immediate feedback to the rep without the customer knowing.

Outbound Marketing Software

The purpose of outbound marketing software is to make the process of proactively connecting with a potential customer easier. This can be through using certain pieces of software like outreach.io or SalesLoft to set up an ongoing campaign to contact customers regularly, like through email. The aforementioned software can connect to your CRM so customer information doesn't have to be manually entered into the software.

For instance, you can use outbound marketing software to set up a campaign where a group of prospects is scheduled to be contacted over a period of time using various methods, such as a combination of email, cold calling, and social media outreach.

Outbound Telemarketing Software

In 2020, the global call center market was worth an estimated 339.4 billion dollars, with that amount expected to grow to 496 billion by 2027. Advancements in outbound telemarketing software mean that more people can work within it, whether that's remotely or otherwise, meaning this industry is only expected to continue growing as time goes on.

Telemarketing can encompass more than just outbound calls, it can also include inbound calls (when customers call into a business) and sales calls.

Outbound call center software features that we mentioned earlier, like phone tracking, click-to-call, and the various outbound auto dialer software supports these endeavors, making calls more efficient and streamlined regardless of the type of call that the software is handling.

Outbound Email Software

Ask any marketer or salesperson, and they'll likely tell you that email encompasses a big chunk of their client communications. Outbound email software lets you do much more than simply email a segment of clients.

For instance, with Ringy, you can set automatic emails to be sent out at specific times, making follow-up for prospects and providing proactive customer service easier.

Core Features of Outbound Call Software

Today's competitive landscape demands powerful tools that elevate your outbound calling efforts. That's where outbound call software comes in, packed with features designed to automate tasks, boost productivity, and provide valuable insights to drive success.

Automation and Artificial Intelligence

Imagine a world where tedious tasks are handled automatically, freeing up your team to focus on meaningful customer interactions. Outbound call software brings this vision to life, automating tasks like dialing, sending follow-up emails, and scheduling appointments.

Gartner, Inc. predicts that by 2027, approximately 25% of organizations will rely on chatbots as their primary customer service channel. Amazing right?

Ringy's cutting-edge AI Scripting Tool takes automation a step further. It helps you create personalized scripts tailored to different customer profiles and situations, ensuring consistent and effective communication across your team. This powerful tool eliminates the need for manual scripting, saving time and ensuring your agents are always prepared to deliver the best possible experience.

Comprehensive Dashboards

Gaining real-time insights into your call center performance is crucial for making informed decisions and optimizing your strategy. Outbound call software provides comprehensive dashboards that visualize key metrics such as call volume, agent performance, and conversion rates.

With these insights at your fingertips, you can identify areas for improvement, track progress toward goals, and make data-driven decisions that empower your team to reach new heights.

Call Recording and Monitoring

Effective coaching and quality assurance are essential for building a high-performing team. Outbound call software allows you to record and monitor calls, providing valuable feedback to your agents and helping them refine their skills.

These recordings also offer insights into customer interactions, enabling you to identify trends, improve communication strategies, and personalize the experience for each customer.

Lead Management

Never lose track of a potential customer again. Outbound call software offers robust lead management features, allowing you to organize leads, assign them to agents, and track progress through the sales funnel. This ensures no lead slips through the cracks, maximizing your conversion rates and driving revenue growth.

Analytics and Reporting

Go beyond basic metrics and delve into deep insights with powerful analytics and reporting features. Outbound call software provides detailed reports on various aspects of your calling campaign, including agent performance, call outcomes, and customer satisfaction.

By analyzing these reports, you can identify areas for improvement, optimize your campaigns for maximum impact, and ultimately achieve your business goals.

Integrations

Connect your outbound call software with your CRM system, marketing automation platform, or other business tools to create a seamless workflow. This eliminates data silos, ensures consistent information across platforms, and simplifies your daily operations.

With its powerful features and seamless integrations, outbound call software empowers your business to automate tasks, gain valuable insights, and achieve remarkable results. Invest in this transformative technology today and watch your outbound calling efforts soar to new heights.

6 Best Outbound Call Center Software in the Market

After you've familiarized yourself with the various features and benefits of outbound call center software, you're probably wondering what's considered the best available outbound software on the market.

While there are tons of options out there, choosing the best one for your business means carefully balancing cost, features, and benefits. Outbound calling software listed below was chosen based on several factors:

• Price (within a similar price range to Ringy)
• Features (automatic dialers, click-to-call, etc.)
• Automation capabilities (can it automate emails and SMS?)
• Onboarding (training staff on how to use the system)

Here are several of the best offerings we've found:

1. Ringy

We simply can't discuss outbound call center software without talking about Ringy. At $109 per month with unlimited users and complete access to all software features, Ringy has made a place for itself as a cost-effective yet comprehensive customer communications solution.

The main features of Ringy are:

*Pricing as of December 2023.

2. Freshworks (Freshdesk)

Freshdesk provides two options for its call center software pricing: Contact Center and Omnichannel, with Contact Center having the more basic inbound and outbound call center software options. There's a wide range of pricing options here, from free all the way up to $83 per agent per month, if you're opting for monthly billing. The price of service does go down slightly if you choose annual billing instead.

The main (but not exhaustive) features of Freshdesk are:

*Pricing as of December 2023.

3. HappyFox

HappyFox prices its outbound call center software based on how many agents you will have using the software, meaning that the price can vary widely. However, they do offer separate pricing options for unlimited agents. Since it's mainly a customer service, IT, or operations-focused system, the software also integrates with other call center software to provide more enhanced outbound call center options.

The monthly pricing for HappyFox starts at $39/agent per month, and goes up to $99/agent per month.

The main features of HappyFox:

• Provides complete omnichannel solutions for multiple teams
• SLA management
• Knowledge base
• Basic reporting
• Custom roles and permissions
• Smart rule automation
• Unlimited mailboxes
• 24/7 email, chat, and phone support

*Pricing as of December 2023.

4. Channels

Channels are outbound call center software that comes complete with a mobile application for answering calls on the go. It can be integrated with a variety of popular software, such as Hubspot and Zapier. The pricing for Channels starts from $24 per month (for 3 users) if billed annually or $29 if billed monthly.

This particular piece of outbound calling software is similar to Ringy in that it is mainly a phone system, however, it doesn't include drip campaigns, sales pipelines, campaign management, lead management, and other CRM features that Ringy offers.

The main features of Channels are:

• Web call personalization
• Working hours
• Welcome message
• Up to one year of call recordings storage (different plan tiers include different storage amounts, 7 days for free, 30 days for Plus tier, and 365 days for Advanced tier)
• Outbound calls (plus tier and up)
• Free phone number (Plus tier and up)
• Free incoming calls (toll-free excluded, Plus tier and up)
• Customer recognition (Plus tier and up)
• IVR (Plus tier and up)
• SMS (Plus tier and up)

*Pricing as of December 2023.

5. CloudTalk

CloudTalk is an outbound call center software application that provides a variety of other services in addition to calling features, such as advanced analytics, SMS, workflow automation, and more. CloudTalk starts at $25 per user per month and goes up from there. If you have a larger business, then CloudTalk offers the option for you to contact them directly to work out a deal to use their services.

The main (but not exhaustive) features of CloudTalk are:

• Unlimited inbound and intracompany calls
• Click-to-call
• Automated call distribution
• Mobile app
• International number availability in 140+ countries
• Advanced analytics (available in Essential tier and up)
• Integrations with other systems (available in Essential tier and up)
• Power dialer and smart dialer (available in Expert tier and up)
• Open API (available in Essential tier and up)
• Smart queueing (available in Essential tier and up)
• Workflow automation (available in Essential tier and up)

*Pricing as of December 2023.

6. Nextiva

Nextiva offers easy outbound call center solutions that are mainly focused on optimizing how many customers can connect with agents at one time. Plans are split between two different categories, called Business Communication and Contact Center. If you need more straightforward calling needs, then the Business Communication plans that start at $30.95 per month per user may work fine for your needs. If you need more complex call center technology, then contacting a Nextiva sales rep directly for their Contact Center plans is the way to go.

The main features of Nextiva are:

• VoIP
• Unlimited nationwide calling
• Online fax
• Complimentary toll-free number
• Voicemail to email
• Automatic attendant
• No charge existing phone number migration
• Integration with Outlook and Google Contacts
• Mobile and Desktop applications
• 24/7 customer support

*Pricing as of December 2023.

Conclusion

Outbound call center software makes it easier for call center reps to handle outbound calls, from salespeople to customer support. Outbound dialing software removes tedious tasks like manually dialing numbers or having to manually click on the next number on a list of prospects in order to initiate a call.

Some outbound calling software like Ringy also offers CRM capabilities, like automated drip campaigns for SMS and email, and the ability to sync with existing calendar applications like Google to schedule appointments and set reminders.

Overall, call centers can be more productive by implementing automated outbound call software.

If you're ready to see what outbound call software can do for your business, then be sure to book a demo with Ringy. We'll walk you through our software and show you how our outbound call center software can improve your business.