We are a small publishing company and are looking for call center software primarily for managing and handling outbound campaigns (subscription-based product).
The software should meet the following requirements:
Priority:
- Import of telephone lists (new list for each campaign) from our customer management system, e.g. via CSV/Excel files (if not automated, this import can also be done manually)
- Accessibility of these campaign lists
- Dialing of numbers via dialer function
- Telephony via headset
- Contact history of the customer called (when was the customer last reached, by whom, on what subject, with what result)
- Entry of call notes (after and during the current call), (the option of uploading documents would also be desirable, but is not essential)
- Management of follow-ups (if not reached or if the customer requests this)
- Registration of calls made: Who called whom and when; call duration would be desirable
- Selection/statistics for a selectable period: Who called which numbers (customers) during the selected period and with what result
- Acceptance of inbound calls
Secondary (desirable, but not mandatory):
- Call recording
- Document upload with call notes (if documents have been sent to customers)
- Recording of call duration
- Compatibility with our telephone system (can be clarified)
Optional:
- We would also be interested in support with software migration once we have found suitable software.
- Transfer of data from MS Excel
We manage our subscription data using appropriate publishing software. However, this does not meet our requirements for telephone sales. It would be possible to connect our telephone system, but it would not be possible to evaluate call statistics (which employee made how many calls in the selected period, when they called whom, etc.).
For the time being, 1-2 software workstations are planned.