Phoning software: criteria for an effective choice

Logiciel de phoning: les critères d’un choix efficace
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How to choose your phoning software?

Phoning software is an essential tool for running a call center. To manage your telemarketing campaigns effectively, it’s vital to choose the right tool for the nature of your telemarketing operations. If you don’t know how to go about selecting your software, let Kavkom guide you through this article.

Assess your company’s needs for successful telemarketing campaigns

To help you choose the right call software, we recommend that you carry out an audit of your call center agents’ needs. The aim of this approach is to highlight the difficulties often encountered by your operators. Thus, tool selection will take into account its ability to solve problems. To avoid investing in software that proves ineffective in use, here’s the procedure to follow.

The success of this step will depend on the accuracy of the analysis carried out. You’ll need to pay particular attention to your teams’ daily call volumes. What types of contacts are included in your files? Landline numbers? Mobile numbers? Or both? Do sales reps have data on prospects before calling them? Far from claiming to be exhaustive, these questions suggest avenues to explore in order to carry out a complete audit of your needs.

The main features of phoning software

With your list of criteria in hand, study the two key features that define call software to determine which one is right for you. There are two main types of operating system for call software. Each has its own specific features, which you need to be aware of in order to make the right choice.

The former, which allow you to set up predictive calls, are ideal for campaigns based on large volumes of contacts. Basically, predictive systems are used to increase the productivity of a call center staffed by a large number of operators. They enable automatic dialing without the need for human intervention. This is the fundamental feature that differentiates predictive mode from preview mode.

As the name suggests, preview mode lets the agent preview the prospecting form before validating a call. The system is particularly well-suited to targeted campaigns. It enables the operator to prepare for the call by gathering as much information as possible about the contact, so as to increase the efficiency of his intervention.

These are the two fundamental criteria to bear in mind when choosing phoning software. Some programs integrate both systems.

Focus on the conveniences offered by the software

Now it’s time to review the small features of the various software softphones to help you make your choice. Please note the following points.

Call management

In addition to automatic call management, the tool must enable call-backs to be scheduled and appointments to be made. Avoid applications that offer only one mode, predictive or preview. A CRM designed to work both ways gives your operators more room to maneuver.

Using contact files

An interesting feature of phoning software is the ability to import prospecting files directly. This can be followed by automatic calls, file qualification, etc. Check that the tool you are using has these properties.

Multiple campaign management and other features

Managing several telephone prospecting campaigns at the same time is an essential feature. It increases the productivity of your call center agents. Statistics are used to evaluate the success of your sales. Another feature of phoning programs is the possibility of using a shared calendar. This feature makes it easier for several people to manage the same task.

In conclusion

Phoning software is an essential ally in the efficient management of telemarketing campaigns. To benefit from all the features offered by the program, the efficiency of its choice remains essential. Based on the criteria and features detailed in this article, you can select the right phone software for your call center.

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