customer journey arrows road signs question markAre you thinking about modernizing your organization’s outbound engagement solution? If so, you are not alone. While you may be focused on fixing your current challenges with a new outbound solution, how do you make sure that solution will overcome challenges in the future?

I recently presented on a webinar, the Six Critical Pieces of an Outbound Engagement Solution. The webinar provided practical tips to help organizations choose a new outbound engagement solution. During the webinar I polled attendees to understand their customer communication needs. This yielded several interesting results, some expected and some surprising!

Our poll question asked, What issues are important for you to address when considering a new outbound solution?


Expected: “Want To Use More Outbound Channels” and “Too Many Avoidable and Low-Value Inbound Calls” were ranked as top issues to address. It is no shock that organizations realize using multiple communications channels to proactively engage and interact with customers results in improved campaign response rates and performance, as well as in fewer inbound calls by frustrated customers. Genesys works with hundreds of companies that have expanded their outbound engagement efforts beyond traditional voice calls to include more channels such as text, email, and push notifications.

  • Surprise: “High Customer Churn” rated lowest in the poll at 23%. This was a bit of a surprise given the pain of losing – and thus needing to replace – customers. Companies who use outbound channels to keep their customers informed and properly set expectations keep churn down. My hunch is that respondents were not considering the direct correlation between proactively communicating helpful information to customers and delivering a great customer experience, which often positively impacts customer retention.
  • Expected: “Want Self-Service Campaign Controls” ranked third highest at 56%. I am not surprised at all by the high emphasis webinar attendees placed on wanting self-service tools so that they can dynamically create, manage and tune their own outbound campaigns. I’ve had many companies tell me that a primary reason they chose to deploy Genesys Outbound Engagement is because their previous outbound solution forced them to rely heavily on the vendor for even basic campaign management, which was often very expensive and also resulted in long lead times.
  • Surprise: “Struggling With Compliance” only selected by 36%  While not ranked as high as some of the other drivers, I predict that having compliance tools integrated into outbound solutions will swiftly become a big focus for organizations worldwide. The compliance regulator may not be tapping on your shoulder yet, but he is coming. A good example is how the FCC’s recent Telephone Consumer Protection Act (TCPA) ruling has resulted in heightened awareness by companies on the need to comply with regulatory requirements.
  • Mild Surprise: “Inefficient Agents” chosen by 27%. This evoked a bit of a mixed reaction for me. I expected it would rate lower than it should, but was surprised at just how low it actually rated since underutilized agents can have a major impact on contact center performance. We work with many companies who have seen agent utilization soar north of 90% through the use of outbound dialing, and many have further optimized agent utilization by successfully blending inbound and outbound calls to the same group of agents.

Modernizing your outbound engagement solution will provide your organization with the right tools to address all of these challenges. It will improve customer experiences, simplify compliance, and improve the performance of your outbound campaigns.

Want to learn more? Check out the on-demand webinar recording of Six Critical Pieces of an Outbound Engagement Solution to hear more helpful tips on selecting an outbound engagement solution that works for you.