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Outbound and Cloud Continue to Work in Harmony for Companies

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Outbound and Cloud Continue to Work in Harmony for Companies

June 06, 2014

  By Monica Gleberman, Contributing Writer

Outbound and Cloud seem to go together these days as more call centers, outbound agencies, and other companies have begun taking advantage of the benefits and capabilities these two services have to offer when working together.

There are so many benefits using each of these services individually that it was only a matter of time before they began driving each other. For starters, outbound calling is used in call centers as a way of making quick, efficient, and effective calls. Basically the agent gets a telephone number and is able to use software to make the outbound call. When the person receives the call and answers you are connected to the agent right away in real time. If the outbound call goes to voicemail the agent has the option of leaving a message or hanging up and making another outgoing call.

However, because this is done individually and by hand it can be tedious and take up a lot of time and money. Honestly, how many calls can an agent make by hand within an average workday? Plus, you lose time and money staffing people who are getting voicemails or aren’t reaching people.

That’s where integration with the cloud comes in. For starters the cloud is able to save contact centers tons of money when it comes to equipment, IT services, software upgrades, and more. It’s easy to set up, maintain, and use. When combined with an outbound call center the capabilities triple.

Now depending on the call center, when you combine outbound calling and cloud services, agents are able to take advantage of services such as multi-line dialing, which lets agents dial a bunch of people at once and waiting for someone to answer. In addition, if they get an answering machine, most software from the cloud will either drop the call right away or leave a pre-recorded message depending on what the call center wants.

In addition agents can work from home allowing call centers to expand both on hours and space without having to spend a dime on the expansion. The cloud also offers amazing data analysis that can be used to track results, collect responses, and help a company really deem what is working and what needs to be fixed.

The only problem facing call centers now is the FCC (News - Alert). They have become stricter and stricter in terms of what a center can do and how they can do it. There are do not call lists which people subscribe to on a daily basis to eliminate the amount of calling they get, and there are rules and regulations that all call centers need to stay on top of such as the Telephone Consumer Protection Act (TCPA) which has regulations that change on a constant basis.

Regardless, for many companies the risk and work to stay on top of regulations is worth it due to the amount of money it’s saving by implementing a service that offers outbound calling in conjunction with the cloud. 

Edited by Rory J. Thompson
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