I’ve been reading a book titled “Call Center Management on Fast Forward.” It is one of those “must read” books that’s been recognized by just about everyone who’s ever taken on the managing a call center. As the foreword says, “To successfully lead and manage, you need a good understanding of today’s unique customer contact environment and an effective planning and management framework.”
If your SMB is looking for a way to generate more sales leads, a call center is a viable option. Inbound call centers react to prospects who respond to your marketing campaigns. Outbound call centers are charged with finding new prospects.
Of the two, an inbound call center is a bit easier to setup. You’ll need to find the right cloud based phone solution, hire the right people, train them, get them up to speed on each of your marketing campaigns, and write scripts they can use to respond to inbound phone calls. But don’t under-estimate the work involved in getting an inbound call center up and running. It’s a serious piece of work.
The outbound call center is a different animal all together. You have to be aware of and abide by the Do Not Call rules if you plan to contact consumers. Failure to do so could cost you tens of thousands of dollars in fines. And, you’ll need to write scripts for your telemarketers to use. You’ll probably want to do some A/B testing to see which script delivers the greatest number of new prospects. You’ll need to train your outbound callers. This, too, is a major piece of work.
Enter the turn key call center. SafeSoft Solutions, was founded in 2006. Headquartered in Woodland Hills, CA, they offer a same-day-deployment call center that helps SMB’s cost effectively increase sales, provide more personalized service, and deliver effective targeted marketing campaigns. In other words, SafeSoft offers both inbound and outbound call center operations.
Safesoft provides outbound calling as outlined in the video below, claiming up to 400 percent greater opportunity to generate new leads. Their cloud-based application, MarketDialer, provides an API that lets you connect leading ERP and CRM packages to the Safesoft product.
Their inbound call center product delivers automatic call distribution (ACD) that intelligently routes incoming calls to the best agent, a specific agent queue, an overflow queue, the interactive voice response menu, to a voice mail box or even to a specific agent’s extension.
Inbound caller data can be presented in a “screen pop” to the inbound agent’s desktop directly from the caller’s IVR selections or the caller ID. Such personal contact and order information follows the call if it is transferred to another agent. If you’d like to learn more about the best way to set up a call center, a visit to SafeSoft’s website is a good place to begin. Feel free to contact me to learn more about Safesoft and other alternatives that can put you online with a cloud-based call center.