Outbound call center

Engage with customers on their terms

Customer engagement is more strategic than just running an email campaign. Proactively communicating with prospects in a timely, personalized and contextual way is good business. And when you extend an outbound call center strategy across multiple automated and agent-assisted outbound channels, the results can be great. If you’re struggling to keep existing and prospective customers informed over their preferred channels, it’s probably frustrating for them, too. Existing customers have unmet expectations for updates on their accounts and the products they use. And when complications arise, they’ll default to call center support. New leads are even less likely to convert when you’re unable to identify them for targeted campaigns. Build outbound call center capabilities that turn leads into happy, loyal customers.

Automate notifications and personalize the customer experience

Proactive communications create long-lasting opportunities and decrease the volume of inbound calls to your contact center. When you send highly personalized, timely and relevant notifications through your customer’s preferred channel, you create effortless interactions and improve engagement. When done properly, notifications about important alerts and updates can save agent time.

Consider the possibilities for your customers:

• Fraud alerts or power outage notifications
• Order confirmation or appointment reminders
• Bill payments or promotions

Make outbound part of your omnichannel engagement strategy

Being able to seamlessly blend interactions, pass context across all channels and cater to today’s mobile consumer frees your call center from single-channel communication silos and lets you reap rewards from omnichannel engagement. For example, you can design some outbound call center campaigns to drive high-value inbound calls into the call center. At the same time, you can create other outbound campaigns to deflect avoidable inbound calls by proactively providing information, managing customer expectations and eliminating a customer’s need to contact the organization.

Push your sales cycle forward with proactive callback

Increase online sales conversions and revenue by offering a callback based on the individual behavior of website visitors. For example, when a prospect triggers an engagement rule, monitor their behavior and reach out. If they fill out identifying data, initiate a callback.

This proactive approach improves customer experience by engaging with them in their choice of channels—building a seamless and intuitive connection across multiple channels. This approach offers:

• Increased return on marketing spend through higher contact and response rates and better attribution
• Deeper insights into campaigns that span multiple channels by carrying context across channels
• Better campaign attribution by tracking your lead journeys through online and offline engagement

Sell more with list management and campaign tools

Reduce administrative slowdowns when your sales and marketing tools are integrated into a single, agile and easy-to-use tool. This positions you to boost sales conversions through higher contact and response rates using multiwave, multichannel campaigns that leverage both self-service and assisted service. For example, you can build an outbound call center campaign strategy from a contact list that applies user preferences. As you gather responses, your knowledge base grows. Then you can leverage valuable, real-time insights to determine the right time to contact leads for better contact and response rates.

Optimize call scripting for performance

When it comes to call scripting, it’s important to test and adjust based on script performance. You can use a web-based form designer to create, test and publish websites or campaign scripts for use with Interaction Dialer campaigns.

• Designed as a simple and intuitive tool that’s accessible to everyone. This makes editing and maintaining scripts a simple task instead of a technical request.
• Allows you to adjust scripts, as needed, to boost agent performance and create positive outcomes for customers.

Blend inbound and outbound communications

To further improve your call center efficiency, Genesys outbound software supports blended agents. By blending inbound and outbound calls either to a specific agent group or to the entire population of agents, you can increase agent utilization, reduce overall call wait times and smooth overall call volume. Your call center agents also can use text messaging and email to send on-demand messages to consumers during a call or to start a conversation. For example, schedule a service call by phone, then send a text-based reminder one day before the scheduled appointment. Plus, you can initiate outreach in one channel and expand to another channel if no response is received.