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5 Benefits of Blending Your Inbound and Outbound Call Center Software

July 12th, 2017

Call centers in different industries dial in a number of different ways. Services focused on customer service rely more upon receiving inbound calls. Appointment setters and sales teams find greater use in outbound calling.

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Regardless, whether your business relies more on inbound or outbound, you most likely use both at various points throughout the day.

Using inbound or outbound call center software speeds up and simplifies the process of both taking and making calls. However, if your focus is more on one or the other, you most likely use a platform specializing in one or the other.

Instead of employing one-track minded software, incorporating a software that combines inbound and outbound calling is the best way to streamline the work done across your entire company.

Supercharge your call center with the help of combined inbound and outbound calling software

Why should you use software that combines outbound and inbound calling?

1. Simplify your calling on one unified dashboard.

A disconnect exists within your center if you use two different types of software, one for inbound and one for outbound. You may have the option to run integrations back and forth but, ultimately, there will always be separation.

On the other hand, when you run your call center on a software that combines inbound and outbound calling, the platform runs from a single dashboard. This unifies your team’s efforts and keeps the process of switching between taking and receiving calls much simpler.

2. Synchronize your tracking and reporting.

Combined inbound and outbound call center software usually allows managers to compile call data and reporting. Instead of having to switch between programs and merge data by hand, the software does all of the heavy lifting for you.

Having a single location for all data simplifies the process of assessing daily metrics and KPI progression. It also provides a better overview of general call center performance.

3. Automate your call routing to the highest-performing agents.

Incentivize your team by using the data gathered by your call center software to set up routing automation rules. For example, if you manage an outbound sales team, set up rules that route unsolicited inbound calls to your best agents.

Weigh different actions differently to route calls properly. Sales made will likely be the most valuable event, followed by longest average talk time, then the number of outbound dial attempts. There’s no cut-and-dry way to route calls; automated rules provide a wide variety of customization.

4. Lower your total software costs.

When you have two pieces of software, one for inbound and one for outbound, you’re paying more for software than you need to. By using a combined inbound and outbound call center software, you reduce the amount spent monthly on software.

5. Minimize your software training time.

Implementing the use of a combined software minimizes training time for both managers and agents. Rather than requiring training on two different programs, you cut down time by training on a single piece of software.

When Should You Not Combine Your Software?

If you specialize in either outbound or inbound dialing but also use the other at varying points in the day, combined software is useful. But some companies require extremely in-depth data reporting. In cases such as these, using a combined software may not provide all of the details you need.

If this is the case, combining inbound and outbound call center software will not be beneficial. Unless you can sacrifice certain aspects in favor of simplification and synchronization, keeping them separate and specialized is preferable.

If your center functions mainly on outbound dialing but would benefit from also handling inbound calls, CallTools.com provides an excellent solution. For example, CallTools.com’s Predictive Dialer takes inbound calls in addition to outbound dialing.

The platform compiles data for both inbound and outbound calls in a single call log. This keeps data management as simple as possible. You can also extract only inbound or only outbound calls in order to delve deeper into the results.

There’s no need to pay for more than you need when there is a solution that’s just as strong. Your call center deserves to achieve peak performance from minimum input.

Speak with a CallTools.com representative today to learn more about how to combine your inbound and outbound call center software.