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Predictive Dialers

Call Center Data Integration

by Elisabeth Forsythe

Call center data integration has been a knotty subject for some time. Although every call center is composed of dozens (or even hundreds) of individuals, they will work best if they all have the same information at the same time. Having a central database that will automatically update everyone is key.

After all, why would you want different callers accidentally dialing the same person several times a day? That’s not only annoying to your potential customers, but it makes your company look unprofessional and unorganized. Many telemarketing companies create scripts for their representatives to use. These scripts are usually tweaked periodically due to changing circumstances. But if your staff isn’t kept in the loop, they’re not on the same page, so to speak. That means they could be dispersing incorrect or incomplete information to your prospects.

Call center data integration is also important when it comes to exporting needed information. You may want to follow up on leads by sending out mailings. Can your database be integrated into your Microsoft Word to print mailing labels, envelopes, or other documents? If you use ASCII or Excel, you want to make sure your data system is compatible so your information can be used in as many ways as you may need.

Keep Your Call Center Staff (and Your Prospects) Fully Updated

Complete call center data integration can turn individual salespeople into a powerful telemarketing machine. If everyone has simultaneous access to the latest information, they can act more efficiently and better communicate your message. You’ve spent a lot of time compiling your data--use it to your best advantage.

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