Outbound call center management software is used to manage, track, and make phone calls to individuals or businesses. Outbound call centers can be used for telemarketing, surveys, fundraisers or sending reminders or messages. Most systems can be integrated with inbound call centers, where operators receive calls rather than make them.

There are many types of outbound call center management software, including in house and remote systems. When it's time to make a selection from all the choices available, keep in mind that the ideal outbound phone center software:

1. Should include outbound call center tracking software to evaluate real-time statistics;

2. Provide an easy-to-use, intuitive interface to improve agents' productivity,

3. Integrate predictive dialing solutions so the customers you reach will respond to your message;

4. Include automated features to perform more calls in less time.

Action Steps
The best contacts and resources to help you get it done

Look at outbound call center software vendors that integrate VoIP and legacy systems

More and more businesses are turning to Voice over IP (VoIP) to save money on phone usage and most providers of telecom hardware and software offer a variety of VoIP products. If you have legacy equipment in place, choose call center solutions that allow you to integrate the cost savings of VoIP with your investment in previous equipment.

I recommend: The Altitude Contact Center, from Altitude Software, offers customizable packages that allow you to gradually transition to VoIP. Solutions from Amcat Mobile Systems integrate inbound and outbound calling centers, with a variety of solutions that blend IP and older systems.

Consider a hosted outbound contact center software

With hosted or virtual solutions, calls are routed over the Internet to agents at full call centers or individual computers. Agents are screened, hired and managed by the hosting company. Outbound virtual call center software can save a lot of money in staff costs and equipment purchases, especially if you don't need a lot agents or if your needs vary at different times of the year.

I recommend: Five9 offers a hosted system that allows you to create automated campaigns that reach more customers with fewer agents. Real-time information allows managers to monitor statistics and export results to a spreadsheet. LiveOps provides scalable solutions and employs thousands of home based agents, so that the right number of agents are always available for your campaign. Their system includes outbound call center tracking software to measure real-time results and adjust as necessary.

Look at web-based automated outbound call software

With a web-based system, all calls are made and managed from a web-based interface for a monthly fee. It's a good choice if your agents work from home and you save by not having to purchase equipment.

I recommend: CDYNE Phone Notify! employs advanced algorithms to determine whether the recipient is a live person or answering machine and adjusts the call flow accordingly. There is a monthly fee plus a charge per call. VoiceShot Outbound voice broadcasting allows you to make multiple automated calls, manage calling lists and view results from a web interface.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Outbound call center software solutions that are web based or use pure VoIP will be unavailable if the agent's Internet connection is lost.
• •  It may be difficult to choose between live agents and recorded automated outbound calls. Recorded messages are simpler and less costly, but lack a personal touch. An ideal solution is a recorded message that allows recipients to reach a live operator if they need more information.