TMCnews Featured Article
October 22, 2012
Comparing CenterMeter's Outbound and Inbound Dialing for the Contact Center on Demand
By Susan J. Campbell, TMCnet Contributing Editor
The outbound call center in operation today is generally known for its technology investments that create efficiencies and improve productivity. The same can be said for the inbound environment, and each must decide which innovations make sense to drive improvements in specific environments. To that end, CenterMeter offers a contact center on demand that is of great value for inbound call centers and outbound call centers.
Inbound centers leverage CenterMeter for a variety of reasons, including its agent call flow scripting, which guides agents through the appropriate questions and answers they will encounter during a particular campaign. Scripting can often be the tool that guides the callers through a conversation smoothly and quickly.
The inbound call centers also get skill-based routing so that the calls that require extra attention go to the most skilled agents. In the event that all agents are engaged, CenterMeter offers music-on-hold that is interrupted to announce various messages relevant to the current campaign. The inbound call center also gets seven different ring strategies that give businesses more options in how the calls are routed.
Outbound calling features for contact center on demand projects includes dynamic caller ID which allows each agent a different ID. This allows customers to call the agent back should they need to continue their conversation. Outbound call centers can spend too much time and money being routed to voicemail and fax services.
The real-human detection feature offered by CenterMeter will filter out the non-human connections, which ensures that agents are making the most of their time on every call. Outbound features also include an automatic dialer, which involves software that will get agents automatically hooked-up to their call lists and make the calls for them when they are free to make contact with another customer.
Contact center on demand services through CenterMeter have a variety of charges, depending on what is needed and where the service will be provided. CenterMeter provides geographical telephone numbers that can be used for inbound SIP trunking. More than 60 countries use a local public switched telephone network with a private global IP backbone. All services are considered premium quality and are a cost-effective solution to contact center on demand needs.
In the United States and Canada, users can pay $54.99 per month and get five concurrent channels. For $79.99 per month, the premium unlimited option allows calls to and from a variety of different countries, and offers 20 concurrent channels. Businesses that want the ultimate amount of flexibility choose a pay-as-you-go option, the cost of which can vary widely per business.
Whichever plan one decides on, every customer will receive excellent support every hour of every day. CenterMeter knows that the contact center on demand is a mission critical component of any business, and it offers solutions to make them more effective than ever.
Edited by Stefanie Mosca