Outbound Contact Centers face a unique set of technical, compliance and business challenges. The three biggest costs associated with operating an outbound contact center are the costs of your leads, the cost of your agents and the technical stack including carrier costs required tp support it.
Business Challenges
- Compliance
- TCPA
- PCI
- HIPPA
- etc.
- Managing lead vendors
- Agent Retention
- Reporting
- Analytics
Technical Challenges
- The business needs to decide if they are going to build a best of solution using multiple point solutions and integrating them together vs trying to find a vendor who can do most or all of what you want and bolting on a minimum number of point solutions.
- Security
- The more applications you have the more points of vulnerability and risk to your corporate resources, reputation or data.
- End to End Encryption
- Voice and Data
- Agent Experience
- Do you want a thick client that Agents needs to download on their PC or Mac, a thin client through a browser or browser plug-in or do you want the agent interface integrated into your CRM?