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Outbound call centre

Outbound

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 centre 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 centre support. New leads are even less likely to convert when you’re unable to identify them for targeted campaigns. Build outbound call centre capabilities that turn leads into happy, loyal customers.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Take interactions to the next level with predictive dialing

Take interactions to the next level with predictive dialling

The human touch is a powerful differentiator for businesses, but not when it’s wasted on time-consuming and outdated methods of dialling or returns the wrong contacts. Predictive pacing algorithms take automated dialling to a new level.

Predictive dialling software from Genesys accurately predicts agent availability, optimally paces outbound volume and filters out unproductive calls, such as voicemail, busy signals and disconnected numbers. Call centres that are new to predictive dialling see huge productivity gains when they free up agents’ time from unproductive contacts. Those agents instead connect with the right customers automatically. Increasing actual talk time with contacts means agent use their time more effectively and customers have a better experience with more personal attention.

Automate notifications and personalise the customer experience

Proactive communications create long-lasting opportunities and decrease the volume of inbound calls to your contact centre. 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
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Outbound contact center omnichannel engagement strategy

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 centre from single-channel communication silos and lets you reap rewards from omnichannel engagement. For example, you can design some outbound call centre campaigns to drive high-value inbound calls into the call centre. 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 organisation.

Proactive callback keeps customers engaged

Make it easy on your customers:

Proactively communicate with your customers in a timely, personalised and contextual way. When you anticipate customer needs and solve their problems, you’ll forge lifelong relationships. Build an outbound call centre strategy across automated and agent-assisted outbound channels to preempt inbound contacts, reduce customer churn and drive incremental revenue opportunities. You’ll gain even more efficiency by letting customers complete transactions through automated payment options. Then, if your customers want to speak with an agent at any point during a self-service interaction, they have a path to escalate to an agent.

  • Use predictive dialling to target the right customers and streamline interactions
  • Automate notifications to save time and keep customers informed
  • Keep customers engaged with proactive callback
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Outbound call centre for marketing and sales

When you communicate with prospects and existing customers in a proactive, timely, personalised and contextual way, it is good for business. And when this becomes part of your outbound call centre strategy across multiple, automated outbound channels, the results are impressive. When you struggle to keep target audiences informed over their preferred channels, you miss opportunities to up-sell products and services. Stack the numbers in your favour—use automation to prioritise and distribute leads based on their value and timeliness, and watch conversion rates rise. You’ll also build valuable new opportunities and loyalty.

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Build high-value leads with automated notifications

Automating personalised communications adds new revenue opportunities without tying up sales reps—and it’s convenient for your prospects. Consider the revenue-generating possibilities around retail promotions, personalised discounts, discount vouchers and loyalty schemes. When you target the right people over their preferred channels, you build sales opportunities with greater potential for conversions. By automating notifications, you resolve issues and preempt inbound contacts, increase low-effort interactions, and drive incremental revenue opportunities. Do this correctly and you’ll free up sales reps to focus on other tasks.

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Push your sales cycle forward with proactive callback

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

This proactive approach improves CX and 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
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Harness the power of predictive dialling

Use the power of human touch to your selling advantage. Let go of time-consuming and outdated methods of dialling and returning the wrong contacts. Genesys predictive dialling algorithms get the pacing and contact level right. Predictive dialling accurately determines rep availability, optimally paces outbound call centre volume and filters out unproductive calls, such as voicemail, busy signals and disconnected numbers. By increasing actual talk time with leads, sales reps use their time more effectively and increase revenue opportunities.

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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 centre 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.

We knew how important it was to reach the customer first time. Every missed connection was another drain on productivity. Now, we don’t have this problem.

Marco AC Mattos, Executive Director of Business Intelligence, Analysis and Strategy, RCB

Administer powerful campaigns with outbound calling software

Execute dial modes and campaign tactics that keep call centre agents productive, costs low and contact rates high. Inbound and outbound blending is supported on the Genesys Cloud™ platform, which ensures you have coverage across queues. Because dialling needs vary depending on campaign type and legal regulations, five different modes are offered:

  • Preview–Presents information about contact to the call centre agent before dialling, informing them whether to call or skip to the next record
  • Progressive–Reduces the risk of call abandonment by dialling one contact for each available agent
  • Power–Waits until an agent is available before placing a call. Adjusts the number of simultaneous calls placed by analysing previous calling attempts
  • Predictive–Predicts agent availability and places calls based on internal statistics
  • Agentless–Automatically responds to live contacts or answering machines
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The call blending and predictive dialling capabilities of Genesys Cloud allow agents to make outbound calls during quiet periods, significantly improving productivity and the levels of customer service.

Lalith Abeysena, Chief Operating Officer, Diabetes Victoria

Notification

Automate proactive contact and notifications

Automating communications saves money and valuable time. In addition to handling critical business processes, automation is convenient. Consider automating fraud alerts, order confirmations, outage notifications, appointment reminders, bill payments, promotions or customer surveys. Automated dialling lets you leave timely and personalised voice messages and send email and text messages over your customers’ preferred channels.

When you manage customer expectations, resolve issues and keep them informed, you preempt inbound contacts, increase customer satisfaction, reduce churn and drive incremental revenue. Take it a step further and let customers complete transactions through automated payment options. If the customer wishes to speak with an agent at any point during a self-service interaction, Genesys outbound call centre software offers a path to escalate to an agent.

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Blend inbound and outbound communications

To further improve your call centre 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 utilisation, reduce overall call wait times and smooth overall call volume. Your call centre 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.

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Integrate list management and campaign tools

Create, monitor and tune integrated omnichannel, outbound call centre strategies dynamically with self-service list management and campaign management capabilities. The easy-to-use interface lets business users:

  • Segment contacts, apply filters and pre-dial checks
  • Define channels and determine landline versus mobile treatments
  • Manage outbound pacing and monitor campaign progress, health and results

Better outbound campaign results are within reach

Genesys contact centre software makes it easy to connect with the right customers automatically — so you can accelerate sales and boost agent productivity.

Thank you for your interest.

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