Outbound Voice Calling: The 7 Boxes To Check When Choosing How To Upgrade
It’s time to upgrade your outbound voice calling. What features should smart entrepreneurs and businesses be looking for?
Some might still remember needing to order expensive and clunky physical business phone systems and phones to be setup and anchored to landlines in static physical offices. Things have changed a lot since then. They are not done changing either. If the phone is a core part of your operations, then it should be a tool which helps you stand out and harness superior productivity and profitability.
Here are some of the things to put on your list when shopping for a better system.
1. The Best Phone Numbers
Today’s phone sales and customer service rely a lot on your numbers. You can nail everything else perfectly, but it can all be for nothing if you don’t have the right numbers. Multiple numbers can be vital for accurately measuring marketing performance, as well as boosting answers to outbound calling and encouraging inbound calls.
The right toll free numbers can carry a lot of credibility and branding advantages. Local numbers are also playing an increasingly important role for getting recipients to answer outbound calls. As commerce and the future of work goes more global, virtual international numbers are becoming more valuable.
2. Intelligent & Flexible Call Routing
Call routing is a critical part of your organization’s identity and DNA, even when your business is mainly focusing on outbound calling.
Flexible and smart call routing is vital for internally transferring calls to the optimal team member to handle that sale, complaint or inquiry. The vast majority of business will soon run almost exclusively on remote team members, if they aren’t already. Making routing an even more pivotal part of effective business.
You should have the ability to set your routing preferences by time of day, day of week, day of year, call volume, and where that call came from. As well as order of preference of who they should speak with.
This is even more essential when thinking about business continuity and disaster recovery. Natural disasters, terror threats, and hacking issues should all be on the radar of business owners and communications executives today. Your routing should be adaptable on the fly to ensure the machine can keep turning, despite another 9/11 or hurricane.
3. Media Rich Messaging
You should already be aware of the benefits of integrating bulk text messaging and personalized messaging to compliment your outbound voice efforts and augment customer service. It’s great for driving live inbound calls. Though don’t stop with simple text.
Consider adding rich media messages with images, audio, video and files to take these efforts to the next level.
This will create a more engaging experience from end to end, enable other communications channels to be used more effectively and systematically, and automate and organize busy work, so that you are getting every penny in returns back on your phone agents’ time that you can.
4. Custom APIs
You already know that in your business your customers expect custom service. They want it built for them and their needs. Your outbound voice calling solutions should work the same for you. Look for custom API options so that you can get the most out of the data you have, your business phone system and every contact you make.
5. Artificial Intelligence & Machine Learning
Touchtone and poorly connected IVR phone systems used to be the biggest inefficiencies when it came to voice. Now, many customers and businesses are finding it is their humans which are the inefficiencies and bugs that create an inconsistent experience. Emerging AI solutions are not only able to create a more attentive and consistent experience which is almost indistinguishable from a human for inbound voice calls, but are augmenting outbound phone agents as well.
This includes providing phone agents with more data on the other party to the call, dynamic scripting which provides agents with targeted information to handle objections on the fly, and collects data points in voice calls for automatically learning and improving on scripts.
6. Wholesale Pricing
Your customers are always shopping for a deal. You should be too. Outbound voice solutions vary in pricing on a variety of factors. If you are a volume user, you should be asking for wholesale prices on the minutes you use. Even as a small to medium sized business, it’s important to find a scalable solution that can grow with you, and reduce operational costs as you scale.
7. Augmenting Your Calls with Ringless Voicemail
Even the best outbound voice calling campaigns can be handicapped by bounced calls and how busy we all are today. Ringless voicemail is a great hack for getting your voice messages right into users phones without being bounced. It provides consistent messaging, branding and the ability to generate hot inbound calls when the recipient really has time to act.
If outbound voice calling is key to your business, it is probably time to upgrade your tools. Use this list to check the boxes when shopping for your next business phone system and calling solutions. Whether you simply need more efficiency or to widen your profit margins, and out maneuver the competition, these features can help you hit the metrics you are trying to achieve.
The phone still works as a highly valuable method of communicating with your customers, but your results will rely heavily on how you use it and the features you are leveraging to out do the rest of the pack.