10 Best Outbound Call Center Software Solutions 2024
Mar 15, 2024
Customer-Service
Explore the top outbound call center software solutions that maximize efficiency and streamline sales processes in this comprehensive article. Discover the advantages of these systems, compare leading options, and learn how to choose the best software for your business.
Key Takeaways:
- Outbound call center software streamlines calling workflows, reduces manual labor, and improves caller experience.
- Advanced analytics allow businesses to better understand the customer journey and enhance overall customer support.
- Outbound call center software can speed up agent training, create more consistent outcomes, and maximize agent potential.
- Carefully chosen software can reduce overall costs by providing flexible data storage and integrated tools.
- The top solutions include FiveCRM, Zendesk, CloudTalk, PhoneBurner, TalkDesk, CallHub, RingOver, Dialpad, Bitrix24, and Voicent.
Table of Contents
- Advantages of Outbound Call Center Software
- Comparison Table of Outbound Call Center Software
- Best Outbound Call Center Solutions
- How to Choose the Best Software for your Business
- Conclusion
- Frequently Asked Questions
Outbound call centers have long been a staple in sales and marketing strategies. However, new technologies are helping agents contact the right leads at the right time, ultimately closing more deals with less back-and-forth and manual legwork. Of course, finding the best outbound call center software for your business will take some research. With so many options on the market, here's a look at the top ten solutions and some crucial information to help you choose the best one.
With FiveCRM being the only CRM designed specifically for telemarketing, it has flexible tools and features you won't find anywhere else. Interested in learning more? Get started today!
Outbound call center software is designed to facilitate the efficient management and execution of outgoing calls, as well as sales calls, customer calls, and other kinds of outgoing communications. This type of software typically includes features such as predictive dialing, which helps to reduce manual labor costs associated with manually dialing numbers. It also helps to streamline repetitive processes like generating leads or making follow-up calls. Additionally, many outbound call center software systems include automation capabilities that allow companies to schedule outgoing calls in bulk and track their success through analytics and reporting features. Outbound call center software can also be used for customer service purposes. Features such as automated recordings provide businesses with a way to quickly respond to customer inquiries without needing a live representative, while other features such as interactive voice response (IVR) help improve customer experience by providing customers with self-service options. Outbound call center software also offers a range of analytics tools that allow companies to analyze data around customer interactions, allowing them to understand what measures need to be taken in order to improve the efficiency and effectiveness of the business’s outbound calling operations.
10 Advantages of Outbound Call Center Software for 2024
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Streamline the calling workflow - Because outbound call center software allows you to assign lead lists, help agents prioritize who to contact, and even guide them through the conversation, this software can help them spend less time looking for leads and more time talking to them.
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Reduce manual labor - Outbound call center software often incorporates some kind of auto dialing solution, which means not only do your agents not have to dial the next number, but they can also automatically wrap up the call with appointment booking, notes, and more. When a lead doesn't answer, the software can allow your agent to record a message right away or send them to a pre-recorded one, so they don't have to listen to the recipient's voicemail message.
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Follow-up more often - The best software will help your agents quickly set appointments during the call and remind them when the time comes to follow up with a lead so that your company stays top of mind before they go to a competitor.
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Close more deals - By giving your agents more time to speak with warm leads, they'll be able to invest real time in speaking with your prospects and actually closing deals. In addition, by reducing manual labor, your agents will also talk to more leads overall.
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Improve the caller experience - Speaking with an agent who really seems to understand them can help improve the caller experience ten-fold. Since agents can see notes on the client's file, along with past interactions, they can offer a more personalized conversation.
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Better understand the customer journey - You can collect more analytics on how much time agents spend talking with the average lead before closing a deal and when follow-up calls have helped you save a lead that would've been lost, ultimately improving your sales game. By learning more about the metrics you better enhance customer experience and customer support.
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Speed up the training process - Having a new agent listen to other callers is one thing, but what if you could have a trusted interface with all the resources they need for whatever the conversation throws at them? The best outbound call center software provides just that.
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Create more consistent outcomes - By being able to record and playback calls from excellent conversations and those that didn't go well, your business can begin to develop proven tactics, scripts, and guides to create more consistent interactions.
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Make the most of every agent - Call centers know better than any business that utilizing someone's strengths is key to great performance. With an outbound call center software, not only can you route calls automatically, but you can set criteria to make sure callers are routed to the best available agent for the job, helping to make sure the conversation goes smoothly. It can help ensure a smooth experience by streamlining inbound calling processes.
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Reduce software costs - While the cost of outbound call center software varies, the best solution will reduce your overall costs by providing flexible data storage and a variety of integrated tools to simplify your tech stack.
Comparison Table of Outbound Call Center Software
| Basis | Best For | Free plan or trial? | Pricing | Open Source | Devices | Deployment | Customization |
| FiveCRM | All call centers | No | $70 per user, per month | No | Mobile and desktop | Cloud | Yes |
| Zendesk | Growing businesses | Free trial | $99 per month | No | Mobile and desktop | Cloud | Yes with add-on |
| CloudTalk | Growing businesses | Free trial | $25 per user, per month | No | Mobile and desktop | Cloud | Yes |
| PhoneBurner | Growing businesses | Free trial | $149 per user, per month | No | Mobile and desktop | Cloud | Yes |
| TalkDesk | Customer service | No | $75 per user, per month | No | Mobile and desktop | Cloud | Yes |
| CallHub | Volunteer campaigns | No | Starts at $0.069/min | No | Mobile and desktop | Cloud | Yes |
| RingOver | Growing businesses | Free trial | $29 per user, per month | No | Mobile and desktop | Cloud | Yes |
| Dialpad | Growing businesses | Free trial | $23 per user, per month | No | Mobile and desktop | Cloud | Yes |
| Bitrix24 | Small businesses | Free plan | Starts free | Yes | Mobile and desktop | Cloud | Yes |
| Voicent | Small businesses | Free trial | $29 per user, per month plus rates | No | Mobile and desktop | Cloud | Yes |
Best Outbound Call Center Solutions
#1 Five CRM
FiveCRM is unique because it is the only CRM made specifically for telemarketing. Because a customer relationship management (CRM) system and outbound call center solutions go hand-in-hand, FiveCRM helps simplify your tech stack from the start by pulling all the outbound call center tools you need and want into a system where your team can efficiently manage its customers and conversations.
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With auto dialing features, you can double your call quota, reduce agent downtime, and make sure that your agents are always in the midst of a personalized conversation instead of taking notes or looking for numbers to dial.
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Follow-up better with the use of easy appointment setting, call lists, and email marketing tools so that you can engage leads even when they're not on the phone.
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Generate custom reports and analytics to better understand your audience, all while securely organizing your data in any way you choose, with the ability to create separate databases for easier management.
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FiveCRM offers a flexible, per-user pricing model that starts at $70 per user, per month. When paid annually, the price drops to just $50 per seat for a team of 100 users. The best part is that you won't have to pay extra or upgrade to a new tier to unlock any of FiveCRM's great features. The price you pay includes full access to FiveCRM and all of its capabilities. With their robust reporting tool, you’ll get direct insights to metrics that matter most to your team and customers.
In addition to having a wealth of features designed specifically for outbound call centers, you'll love FiveCRM thanks to its clean and modern interface and the ability to create a custom workflow that's best suited to your business. There are even CRM integrations that help you streamline your sales, productivity, and much more. Unlike other CRMs, your agents won't have to conform to your new software—easily customize FiveCRM to do exactly what you need it to do.
#2 Zendesk
Zendesk Sell is the company's CRM solution that's designed to make follow-up and engagement easier with the use of its intuitive conversational interface. As an outbound call center, you'll appreciate that Sell gives your team full visibility into the pipeline. Plus, auto triggers can help remind your agents when it's time to make a call, send an email, or check in on a lead. However, you may need to use one of the integrations in order to unify all of the functionality your call center requires.
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Easily organize your leads, contact, and deals while helping your agents stay on top of them through the use of automated reminders that nudge them when they should send an email or make a phone call.
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Upgrade to the higher tier to unlock lead scoring, advanced permissions, user roles, and the opportunity to automate tasks that eat away at your agents' work days.
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Use Zendesk Sunshine alongside Zendesk Sell to create custom fields to capture all of the information you need to know about your leads and deals.
Zendesk Sell starts at $19/month, but upgrading to the highest tier is required if you wish to enjoy all of the features above. The professional tier is $99/month, and the enterprise tier is $150/month. If you wish to use custom fields, you'll also need to invest in Zendesk Sunshine, but pricing for the Sunshine Platform alone is not published.
As a trusted name in the world of sales and service, Zendesk surely delivers a reliable CRM solution, but it's not the most robust outbound calling center on the market. Because you'll likely need third-party integrations to streamline the agent workflow, it's not the simplest or cleanest software choice for call centers, but you can make it work.
#3 CloudTalk
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Outbound call center software comes in many forms, but if you're looking for a dedicated solution that can handle the calling side of things, CloudTalk might be exactly what you're after. CloudTalk is not a CRM solution but strictly a calling software that can help your outbound agents reach a larger audience with a cloud phone system that allows you to choose from over 180 numbers.
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Let your agents call from anywhere, including an international call center or from home, while they utilize CloudTalk's database of phone numbers to help you maintain the feel of a local business.
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Use the power dialing tools to help your agents make more calls faster, with less downtime in between conversations. Plus, filter leads and create your own target lists, so agents get in touch with the right leads.
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Tap into call bargaining and call whispering tools to provide live coaching to your agents so they can impress leads, personalize discussions, and close more deals without interrupting the flow of conversation.
CloudTalk offers a tiered pricing model that starts at $25 per user, per month and goes up to $50 per user, per month for the Expert tier. There is also custom pricing available for very large teams or those who need a specific selection of features. Even on the basic plan, you'll unlock unlimited call queuing, access to all phone numbers, automated distribution, and click-to-call features.
If your business has never used a standalone outbound calling software like CloudTalk, it could be the right next step if you're currently working with a CRM software that has limited calling tools. By integrating CloudTalk with your existing CRM, you can begin to see how valuable a dedicated, all-in-one solution like FiveCRM could be for your business.
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#4 PhoneBurner
- A power dialer and workflow automation will help your agents get more out of every workday, while you can optimize each agent's workload with lead distribution tools.
- The built-in CRM offers light tools for managing calls and contacts, and since it's calling-focused, your agents can probably find what they need to complete tasks successfully.
- PhoneBurner really shines as a virtual phone service, so if that's what you're looking for, you can plan to integrate it with your CRM solution for a robust, fully-featured solution.
#5 TalkDesk
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Integrated automation will help reduce your agents' workloads by helping them determine the next best action, create new records, save notes to files, and more.
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Use the native phone system to speak with team members, ensuring cross-communication is happening between agents and departments, so nothing is lost in the midst of a busy day.
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Proactive outbound engagement tools will help improve connection rates and keep leads on the line as agents pick up the phone. Plus, intelligent routing ensures the best agent for the job is always answering the call.
Pricing for TalkDesk starts at $75 per user, per month. This tier includes virtual agents, an AI trainer, voice engagement, real-time dashboards, and more. For quality management, screen recording, and automated notifications, you can upgrade to the next tier for $95 per user, per month. Alternatively, you can get a quote for concurrent pricing and per hour login consumption pricing.
With a robust solution, TalkDesk is widely regarded as a powerful customer experience system, and if you have a need for those tools, you can surely make it work as your outbound sales and marketing solution, too. On the other hand, if you strictly need outbound call center software, it's best to look for a platform that specializes in just that, like the first option on the list.
#6 CallHub
- Unique features help political campaigns, nonprofits, and small businesses pursue both cold and warm leads and track them through the pipeline.
- Make use of automated dialers to reach more leads, and use tools like SMS follow-up to keep them engaged after every conversation.
- Mass texting and SMS marketing will help you grow your list of leads while better understanding if a lead is ready to convert, so your agents know when to call them.
#7 RingOver
- Let your agents work using a simple mobile or web app that empowers them to close deals from anywhere. You can call up to 110 destinations around the world without limits.
- All you need is an internet connection to work using calls, SMS, or videoconferencing. That gives you the flexibility to communicate with team members and leads any time of the day.
- Use smart call routing, CRM integrations, and real-time insights to help your agents close more deals successfully without having them dig around for key information.
#8 Dialpad
- DialPad offers a complete business communications solution with voice, message, and meeting tools all in one platform.
- Your customer engagement team can power sales and service using AI-driven tools for outreach, engagement, and self-service.
- Some tools are available for free, such as video meetings, to give you a sneak peek at the DialPad platform and its user-friendly interface.
#9 Bitrix24
- Handle chat, video calls, video meetings, calendars, documents, mail, and more all from the Bitrix24 platform.
- Use the built-in CRM to manage your contact, calls, and deals without leaving the interface, saving your agents time.
- Organize by task, board, campaign, and project, and showcase your data in many different ways so everyone's on the same page at-a-glance.
#10 Voicent
- Your sales team will be able to utilize a built-in CRM in addition to a customized agent dashboard and automation tools to power through their workday.
- Predictive, progressive, preview and power dialers along with SMS and email marketing tools will help you keep leads engaged.
- Whisper coaching, advanced reporting, and other management tools will help speed up onboarding while helping you invest in ongoing training.
How to Choose the Best Software for your Business:
Choosing the best Outbound Call Center Software for your business is a challenging but important task. Finding the right system can mean the difference between improved efficiency, more satisfied customers, and higher profits for your company. Here are some factors to consider when selecting an Outbound Call Center Software solution:
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Features & Capabilities - The features of an Outbound Call Center Software solution are among the most important aspects to consider when making your selection. Determine which capabilities will be most beneficial to your team’s workflow, such as automated recordings and IVR (interactive voice response) systems. Additionally, look for solutions that make it easy for you to track customer interactions in order to gain insights into customer service experiences.
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Integration & Scalability - It’s important to ensure that the Outbound Call Center Software you choose is compatible with existing systems and can integrate with other platforms as needed. Think about how often you’ll need to scale up or down in order to meet changing demands or take advantage of new opportunities, and seek out an Outbound Call Center Software solution that can easily accommodate changes in size or complexity.
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Cost - Of course, cost is also a major factor when choosing any type of software solution for your business. Evaluate different pricing options so you can find a package that provides you with all the features and capabilities you need without breaking your budget.
Overall, investing in a high-quality outbound call center software solution is a key step towards building a successful sales or customer service operation. By leveraging advanced features such as automated dialing or intelligent routing, businesses can streamline their operations and improve outcomes while delivering an exceptional customer experience!
Conclusion
In conclusion, finding the best outbound call center software solution for your business can be a daunting task. With so many options available on the market, it's important to do your research and consider your specific needs before making a decision.
When evaluating different software solutions, there are several key factors to consider. These include the features offered, pricing structure, ease of use, and customer support. Additionally, you should also consider factors such as integration with other tools and platforms, scalability for future growth, and security measures.
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Frequently Asked Questions
What is outbound call center software?
Outbound call center software can have a variety of features but most often incorporates a customer relationship management (CRM) system with auto-dialing features and automation. The purpose of outbound call center software is to simplify the workflow of outbound agents, allowing them to reach more leads and close more deals.
How can I improve my outbound call center?
The best way to improve your outbound call center is to ensure agents are consistent, effective, and efficient. Outbound call center software can help in all of these areas with features like auto-dialing, automated workflows, follow-up guidance, call recording, live coaching, and more.
What applications do call centers use?
A call center will require a large tech stack in order to operate efficiently. First and foremost, you need an outbound software capable of dialing leads and helping agents through the script while also supporting their appointment scheduling and follow-up initiatives. These features must be utilized alongside a customer relationship management (CRM) tool, so choosing a platform like FiveCRM that's designed for call centers can help simplify your tech stack.
Which is the best call center software for small businesses?
The best call center software for small businesses is one that incorporates as many features as possible (i.e., call recording, agent coaching, auto-dialing, and a CRM) while offering flexible pricing. FiveCRM offers a scalable per-user rate without limiting you by minutes or charging you extra based on the number of contacts in your system.
How many calls should an outbound agent make?
The number of calls an outbound agent should make depends on your answer rate. If you're using an auto-dialing system that only connects agents to a contact once the contact has answered the phone, they'll be able to talk to up to 4x more contacts per hour. A reasonable goal is 18-20 conversations per hour for a trained agent.
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