Top Telemarketing Software in India - Get Free Trial

A software system called telemarketing software, sometimes referred to as cloud call center software, helps BPOs, contact centers, and customer support teams manage business phone calls effectively. This useful application helps contact center managers to get crucial data in real-time so they can provide customers with the right instructions or suggestions during a phone call or online chat. Real-time access to client data and history is another feature of the telemarketing CRM software, which can be leveraged to enhance the complete customer experience.

When you think of a contact center, what images do you conjure up in your head? Is it common practice for there to be a lot of workstations that are very identical, for workers to stand at these workstations and call long lists of numbers before being hung up on after a few seconds? On the other hand, such times are no more. Modern call center solutions have brought about a profound transformation in the way that current contact centers operate.

You can now engage with your customers, future clients, suppliers, and business partners thanks to call center software. Indeed, from a tiny business to a large corporation, complete call solutions are accessible for any need. As a result, these solutions may be used for a range of tasks, including customer support, lead generation, telesales, surveying, and receivables collection. Each kind of call that comes through your door may be handled by contact center technology.

Telemarketing is divided into two types: (a) inbound telemarketing and (b) outbound telemarketing.

The practice of taking calls from potential customers is known as inbound telemarketing. When customers call your company directly to report a problem, ask for technical help, or inquire about the services and products your business provides, this is an example of inbound telemarketing.

The method that is the most successful for increasing profitability is known as inbound telemarketing. For instance, if you saw an advertisement for a product on television and are interested in learning more about it, you may phone the inbound call center so that a telemarketer can assist you with any questions you might have regarding the product.

Outbound telemarketing, on the other hand, refers to the process of communicating with potential customers in order to inform them about the products and services that you provide. Those who work in outbound telemarketing call centers often have extensive experience communicating with customers in a variety of capacities. It is generally agreed that the most successful strategy for raising sales is to engage in outbound telemarketing. You can also integrate virtual call center software with this software.

Telemarketing systems software not only assists you in achieving quantifiable outcomes, but it also puts your customers at rest, strengthening your customer connections. This programme not only generates leads and appointments, but it also allows you to sell remotely and reach more consumers all over the world. Last but not least, telemarketing systems assist agents in more clearly explaining technical concerns.

A telecalling system is a must-have for enterprises with various locations. Given the benefits of telecalling software, an increasing number of firms are investing in this software to enhance their telesales operations and obtain a competitive advantage in the market.

Here are some points explanations of advantages of telemarketing software

• Saves a lot of time

The greatest telecalling tool saves you a significant amount of time. Not only does the programme automate your manual duties, but it also assists you in completing vital jobs swiftly and effectively. It enhances the capabilities of contact center software.  

• Improves the quality of the services

With a sophisticated telecalling system, you are able to find ways to provide superior support for your customers. In addition, it allows you to record and listen to conversations that take place between agents working in your contact center and clients, allowing you to uncover areas of the agents' performance that need to be improved as well as compare the development of staff members.

• Collection of useful data

You may be able to acquire adequate information from recorded calls if you have an efficient outbound telemarketing programme in place. The data that you gather not only helps you increase sales, but it can also be utilized to educate the employees that work in your contact center.

• Helps you in staying up-to-date

Local laws should be followed by your business. You may record every verbal communication between your agents and customers using the call recording feature in telecalling software, helping you to stay in compliance with regulatory authorities. By enabling you to track troublesome phone calls and identify security issues, call recording enhances security.

Finally, outbound telemarketing software provides a unified interface for managing all business contacts. As a result, if you want to have greater control over the routine handling of company calls, you should consider investing in a cutting-edge telecalling solution right now.

A variety of features are available in automated telemarketing software to promote successful two-way communication and assist telemarketing agents in achieving success in telecalling. Outbound telemarketing software provides the following high-quality features.

• Call management 

Telemarketing customer relationship management software not only manages calls but also monitors and records them as necessary to assist you in making more informed decisions. It efficiently syncs with cloud telephony and IVRS software. 

• Database management 

The software package comes with a client database that gives you the ability to access the complete profiles of your contacts whenever you see fit. A solid telemarketing system is also capable of managing enormous datasets and performing perfectly with call lists.

• Follow up feature

The 'call back' functionality that the software provides helps to guarantee that operators of contact centers do not miss out on chances to follow up with prospective customers. This function also contributes to the generation of leads.

• Supports omnichannel

A sophisticated telecalling service that provides help across several channels and enables you to communicate with potential consumers in a variety of ways is referred to as multichannel assistance. Contact centers that provide assistance across many channels tend to have more satisfied customers because they are better able to answer questions raised by consumers in a timely manner.

• Knowledge center

The best telecalling systems provide a standardized knowledge base that enables staff working in your contact center to get the information they need on your company's products and services in a timely manner while speaking with customers over the phone. With the use of this useful technology, customer service representatives will no longer provide inaccurate information to clients. It integrates with sales tracking software. 

• Virtual queuing of calls

Reduce the number of calls that are terminated without being answered with the help of this tool. It notifies customers of the expected length of the wait time, giving them the option to speak with a representative immediately after the allotted time has passed or to hang up and call back when it is more convenient for them to do so.

• Third party integration

It may be possible to easily integrate the software with your existing customer relationship management (CRM) systems, marketing tools, eCommerce platforms, and corporate UC (Unified Communication) platforms in order to streamline your workflow and deliver better service.

• Integration of social media

Using social media platforms like Facebook, Twitter, Instagram, WeChat, and Whatsapp, the social media integration feature gives you the ability to convert your customers into buyers. This is possible because of the versatility of these platforms.

• Monitoring 

Because of this capability, telemarketing supervisors are able to analyze agent performance and provide relevant feedback to agents based on how they perform.

• Skill-based routing

The very best telemarketing software has a skill-based routing feature, which helps to ensure that each of your customers is connected with the telemarketing person who is most qualified to address their inquiries.

Free telemarketing software offers, in addition to the tasks listed above, other basic features like real-time sales visibility, self-service IVR options, 360-degree customer view, staff collaboration tools, and a great deal more. These capabilities are all available without charge.

• Type of deployment 

There are hosted, on-premise, and cloud-based deployment options for call center systems. On-premise and hosted deployment options are good for firms seeking for bespoke contact center solutions, but they are expensive if only required for a limited period of time. Although cloud-based software is less expensive and can typically be set up in a matter of hours, it needs a consistent, dependable internet connection to work properly. Customers should weigh the benefits and drawbacks of cloud-based and on-premise systems before narrowing down their product selection.

• Multi-channel support 

For a modest extra expense, call center software allows organizations to handle communication across numerous channels, such as SMS, online messengers, email, live chat, and social media platforms. Yet, needs differ depending on the use case. If your brand is founded on social media, for example, social media management capabilities are required. Instead, if your marketing, sales, or customer service plan includes text messaging, your company will want SMS support. When commencing their software search, buyers should clearly establish their demands and check that needed functionality is present before making a purchase.

When you have made the decision to purchase cloud-based contact center software (which you ought to have done by this point), take your time searching through the various alternatives and picking the best one.

Then, consider your individual requirements. Will your contact center software be used for sales or customer service? What is the precise size of your team? What is your financial situation? And what is your primary area of operation? These and related inquiries will assist you in narrowing down the necessary characteristics. Now that you know what you need, let's look at what to look for in contact center software:

• Quality and uptime

The most crucial variables to consider while evaluating your options are call quality and uptime. After all, they determine the quality and dependability of your service, and no feature can compensate for a terrible call tone. Seek for comprehensive call solutions with little jitter.

• Call center features

In order to have an understanding of what features to look for in call center software, you must first identify your needs. While managing a big staff, proper call routing is really necessary. It will ensure that each call is sent to the right department and that it is handled by the most qualified agent possible.

When your primary focus is on outbound contacting, using Smart Dialer will save your agents the time and effort that would otherwise be required to manually input each number. These are only a few examples; the exact characteristics of your contact center should always be defined by the needs and particulars of your firm.

• Security 

A breach in data security is basically every service provider's worst nightmare come true. When dealing with sensitive customer data such as phone numbers, you should make sure that the technology in your contact center exceeds the strictest security standards. This is especially important. Investigate their adherence to the General Data Protection Regulation to check whether they are in accordance with it (GDPR).

• Integration 

Create a list of the different products that you want to include into the software that you use for your cloud-based contact center, and then look for accessible connections. Your procedure may be made more efficient by using specialized technology; you will no longer need to manually synchronize data or worry about copying and pasting.

• Pricing and plans

The price-to-value ratio is a criterion that may be of assistance to you when making your ultimate choice after you have narrowed down your options to the most alluring ones. Make a list of all of the possible costs and expenses associated with upgrading the gear, receiving training, and other similar activities.

Moreover, check for pricing options for contact center software that are flexible, and determine whether or not you can increase or reduce the package that you now have. After all, you want the technology that runs your contact center to be able to adapt to the changing needs of your business.

Telemarketing software is intended to assist telemarketing experts in making outbound calls in order to discover new consumers, convert them, and persuade them to purchase a company's goods or services. Correctly designed and deployed telemarketing software aids in increasing call volume, decreasing call duration, and increasing telemarketing conversion rates. The following are essential elements of telemarketing software:

• Lead management 
• Telemarketing scripts management 
• Auto dialers
• Callback management

As compared to an old-school phone and spreadsheet, call center software offers several advantages - if chosen correctly. Among the several advantages of contact center technology are:

• Cloud based service 

When you opt to host your contact center in the cloud, you give yourself more leeway to choose how you want your business to function. This has two significant repercussions for the firm that you run. To begin, you and the rest of your team will have the ability to work whenever you have access to a computer, a headset, and a dependable Internet connection.

The issue of safety is the second thing to consider. Since you deal with a lot of sensitive data, the software that you use for your cloud-based contact center should be secure. Investigate their system's compliance, procedures, and maintenance while you're there. Using a cloud environment that is safe is one way to satisfy higher security standards.

• Improvement in quality 

You are able to provide services of a better quality thanks to an invaluable instrument. This is also true for solutions pertaining to contact centers. How does it seem to be in this particular instance? When you use software for a virtual contact center, you have the ability to customize your services without having to do any extra work.

Choose a tool that combines with the other services you use. That way, you may see data from your CRM or the history of the prior contact during the conversation and provide a more personal touch.

• Boost in productivity

The benefit of incorporating your cloud call center into your workflow may be seen in the increased productivity. Consider all of the basic, but time-consuming and manual processes you must complete: copying and pasting call notes into your CRM, updating information, assigning agents, or producing reports. When you choose a contact center solution that enables you to automate those operations and link your software, you will be able to spend your time in activities that provide value.

• Cost reduction

Managing an in-house contact center with several agents, hardware devices, and a complex infrastructure may be expensive. When you use virtual contact center software, you may decrease the number of resources necessary to a bare minimum.

• Decrease in voice based customer interactions

Contact centers are transitioning away from conventional call center software and towards contact center solutions that allow them to use other communication tools (such as email, SMS messages, social media, and live chat). According to our study, although voice will continue to be an important source of consumer contacts, its utilization will decline in the future years as more firms begin to leverage digital channels.

• Artificial intelligence 

Voice and text-based bots are streamlining first customer contacts. Our findings show that 68% of small businesses are now using conversational user interface technology or plan to do so over the next one to two years. Instead of speaking to live agents, customers who use these interfaces receive a robotic voice or message that records their personal information and the nature of their query. The bot may then direct calls to the best suitable agent or respond to basic queries on its own. The call process is sped up by its automation, freeing up operators to handle trickier questions.