Outbound call centers are responsible for making calls. They provide support and engage customers towards the product or service. So it is necessary to have advanced features to build a better customer experience. Here are some must-have features of an outbound call center.

1. 10 Must-Have Features in Your Outbound Call
Center

2. Outbound Call Center
In an outbound call center, agents make
outbound calls on behalf of a client or a
business to the customers.
Such calls may include telemarketing, sales,
and verification services as per the
business needs.

3. Outbound call centers should have some
essential features to ensure the best
customer experience.
So, let’s understand what are the key
features of an outbound call center and
how they help to build a better customer
experience.

4. Features of
an Outbound Call Center

5. 1. Multiple Campaign Management
• A successful outbound call center may
require different campaigns to work at the
same time.
• This feature helps to manage (set up, modify,
close, etc.) multiple campaigns gives
convenient and efficiency to the call center
owners.
• This feature ensures error-free work and
increases the productivity of the call center.

6. 2. Predictive Dialing
• This feature allows automatic dialing from a
list of contact numbers.
• This feature helps to detect and filter out
busy signals, no-answers, disconnected
numbers, answering machines, etc. And
connects the agent only when a human
answers the call.
• Also, helps to dial multiple numbers for a
single agent simultaneously to reduce the
dialing time of the agent.

7. 3. DNC Management
• This feature restricts not to call on those
numbers which are registered under “do not
call” list.
• Do not call list is a database maintained by
the government, in which those individual’s
contact numbers are listed who have
requested to not to receive any
telemarketing call.

8. 4. Filter Based Calling
• Filter based calling ensures the dialing by
setting up specific rules to filter contact
numbers based on geography, time-zone,
and location.
• For example, numbers with different area
code will be automatically dialed during
different hours based on their time-zone.

9. 5. Call Disposition
• At the end of the call, agents fill call
dispositions like as wrong number, call back,
busy and many more related to the call
which helps to determine a point of view of a
call.
• Managers can drive data related to call
perceptibility, disengagement rate, specialist
call volume, sales disposition, hang up rate
and many more.

10. 6. Call Back Schedule
• This feature allows agents to schedule a call
back based on the earlier interaction with
the customer.
• Also, it reminds or automatically dials the
number at the scheduled time.

11. 7. Call Recording
• Call recording is responsible to record calls of
agents.
• This feature helps to know the caller’s intent
and helps to prepare for future interactions.
• Call recordings can even be helpful for various
regulations and add value to the agent
training.

12. 8. Call Monitoring
• Call monitoring helps managers to keep an
eye on the agent’s live calls and also on
previous calls to ensure that customer’s need
are fully met or not.
• In call barging managers can speak to agent
and caller as well in between an on-going call
and in call whispering manager can interact
with the agent.

13. 9. Real-Time Analytics
• Nowadays, real-time analysis of campaigns is
necessary.
• All information associated with dialing, call
volumes, connect rates and campaign
summary can be easily analyzed in real-time.
• This information can be used to derive useful
insights for enhancing customer interaction
and satisfaction.

14. 10. Agent Performance Dashboard
• An agent performance dashboard is
necessary to measure the agent’s
performance. It shows agent’s call status and
other key performance metrics such as
average call handling time, first call
resolution, and average speed of answer in a
single dashboard.
• It simplifies to analyze the agent
performance for supervisors.

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16. About Us
6C Dialer provides VoIP Service, Hosted Predictive Dialer, Voice Broadcasting
Service, Hosted Call Center Solutions which includes Outbound Call Center
Solutions and Inbound Call Center Solutions for high performance Call Centers
To know more, please visit:
https://www.6cdialer.com
or call us at +1-833-333-9222,+44-800-088-5198

17. Reference
Call Center Solution Features- 6C Dialer
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