Scalable Call Center Software Business Process Outsourcing Providers

Bulk SMS

Send mass updates to customers about service requests, payment reminders, or promotional offers. This ensures BPO agents can reach large audiences instantly without manual effort.

Power Dialer

Automate outbound calling campaigns for follow-ups, sales calls, or survey outreach. This helps agents maximize daily productivity and focus on quality conversations instead of manual dialing.

IVR (Interactive Voice Response)

Guide callers to the right department or client project through easy self-service menus. Reduce wait times and improve first-call resolution by routing calls efficiently.

Call Forwarding

Redirect incoming calls to the appropriate team or remote agent instantly. This ensures no customer query is missed, even during peak workloads or off-hours.

Call Transfer

Move calls seamlessly between agents handling different departments or clients. It improves collaboration and ensures callers don’t repeat their queries multiple times.

Sentiment Analysis

Monitor customer mood during live or recorded calls to identify satisfaction levels. Spot issues early and adjust communication strategies to maintain high-quality service.

Canned Responses

Provide agents with ready-made replies for common queries to save time and maintain consistency. This feature is especially useful in handling repetitive customer requests across multiple clients.

Music On Hold

Keep customers engaged with professional music or custom client messages while they wait. This reduces frustration during peak times and strengthens the client’s brand image.

Call Disposition

Label calls with outcomes such as “resolved,” “follow-up required,” or “escalated.” Organized call outcomes help managers and clients track performance and next steps.

Business Hours

Define working hours for each client or project so calls are routed only when agents are available. Off-hour calls can be directed to voicemail or automated responses for efficiency.

Custom Caller ID

Display the client’s official business number during outbound calls. This builds trust and improves answer rates since customers recognize who is calling.

Call Listening

Supervisors can monitor live calls for training and quality assurance. Real-time coaching helps agents improve communication and ensures client expectations are consistently met.