Telemarketing Software Featured Article

Telemarketing Software Proves Useful in Customer Support

August 27, 2012
By Susan J. Campbell - Telemarketing Software Contributing Editor

Telemarketing has developed quite a reputation for itself, and most of the time it’s not on a positive note. The idea of telemarketing in customer support is usually met with frustration as callers anticipate long hold times, problems routing their concern to the proper departments, and finally reaching an agent who speaks English with such a thick accent that it’s difficult to tell they are actually speaking the same language.

Consider how vexing it would be to have to wait on a response via snail mail or even e-mail. Ticket systems are no better, according to this Business2Business Community report. While it may have its shortcomings, in the business-to-business environment, telemarketing software is actually a popular method used to make customers’ lives easier when it comes to receiving support. 

The right telemarketing software can make all the difference in the world in improving workflow, but its success hinges on usability. A great tool for simplifying complicated processes, telemarketing software can reduce the time needed to make key decisions. With data organized into a visually appealing and easy-to-understand layout, decision makers can quickly and accurately assess and respond to changing business needs.

Ease of use is also a critical component of any telemarketing software program. Leaders not only want access to reports in a straightforward and comprehensible format, they want to know that any problems with the system will be quickly resolved. 

The end goal for both top management and the customer support team is to resolve the customer’s concern as quickly and efficiently as possible. In order to do that, both reps and decision makers need critical information at their fingertips, and they need to be able to make fast sense of it. 

Neither party has time to dig through an overabundance of figures, especially as important business decisions may need to be made on a whim. Busy executives have other projects consuming their precious time and energy. Customers are also not going to sit around and wait for solutions – they want answers immediately and in real-time. 

Security features of telemarketing software should also be easy to use and implement. Private business data needs to be kept as secure as possible. In the era of identify fraud, customers don’t want to be concerned that confidential information might be compromised. The customer support center has a responsibility to uphold security policies so customer identity and personal data stays private. 

In summary, telemarketing is taking on a whole new role other than sales – it is enabling customer support reps to achieve better response rates. Corporate leaders expect telemarketing software programs to situate information into meaningful and user-friendly presentations that facilitate the decision making process. They also want the confidence of knowing that the system is backed by expert tech support and that customers are walking away from conversations satisfied.

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Edited by Jamie Epstein