In the past and even now, companies strive to provide their clients with the best services they can offer. Indeed, for that, the best method is direct communication through phone calls, which is also considered the traditional way of providing or receiving services. Therefore, one of the oldest and most effective methods is telecalling.
What is Telecalling?
Telecalling is defined as making or receiving phone calls with customers for various purposes, such as sales, support, or feedback.
It consists of a structured process used by every company, particularly when providing specific services to clients.
The process consists of certain steps:
- Identify customers
- Prepare a list of customers
- Create a call-ready script explaining all the necessary details
- Check for client response and queries
- Record all the necessary details
- Ask for feedback and queries, and if already a joined customer, provide the necessary customer care or after-sales services
- Follow up if needed
In short, Telecalling is structured communication between the service provider and the customer through phone calls.
Types of Telecalling
1. Inbound Telecalling
In this, the call is made by the customer to resolve any query or make a complaint regarding any issues.
Examples: Customer care, Helplines, Complaints calls, etc.
2. Outbound Telecalling
In this case, the company itself makes the call to promote, provide, or present certain offers that the customer may need.
It also looks after providing after-sales services to the customers.
3. Blended Process
In this case, there is the use of both inbound and outbound telecalling. The company looks after the customer support and resolving issues (inbound), and also looks after providing and selling services (outbound), or we can also say the after-sales services.
Note : These processes play a crucial role in determining the company’s overall growth, as the company providing certain services should look after the inbound, outbound, and the combination of both to provide the best services possible to the customer.
Benefits of Telecalling
Telecalling, which is one of the traditional methods in the business world, is used worldwide by many big organizations, leading to their rapid growth.
- Direct contact: Voice and phone calls provide a tailored avenue for contact, allowing clients to efficiently and clearly express their questions and concerns. Through improved comprehension of problems and solutions, this direct communication helps the client and the business. It’s still one of the best ways to share information, whether it’s to advertise deals or address client issues.
- Cost-Effectiveness: Because telecalling operations require little staffing, even small teams can effectively interact with a vast consumer base. Because of its scalability, it’s an affordable option for companies looking to increase their reach without having to pay high overhead.
- Consumer service: Telecalling offers a quick and efficient way to handle client concerns, guaranteeing prompt response and raising general consumer satisfaction. Voice communication’s instantaneity aids in shortening problem- solving turnaround times.
- Sales & Lead Generation: Outbound telecalling is a potent method for generating leads, which frequently leads to more sales opportunities. Telecalling as a proactive outreach strategy helps cultivate prospects and increase the organization’s revenue.
Furthermore, telecalling’s efficacy can be increased by combining it with cutting-edge technology like CRM programs and AI-driven analytics. By giving agents access to real-time client data, preferences, and history, these solutions facilitate tailored encounters and lead to deeper dialogues.
Telecalling Setup
Providing a good setup to the agents allows them to deal with clients more efficiently and to handle and manage every record, which will be helpful in the analysis of certain customers, about what they specifically want. To increase the efficiency of this method, we can use certain software, such as Telecaller Apps like Runo.
Other than these, certain factors should also be considered while setting up the telecalling method within the organization:
- Software like CRM (customer relationship management) should be used to maintain the record of the customer, whether it’s the name, date, time, or even the recording of the call.
- A proper environment should be in the organization that will help the agent talks with the customer more comfortably.
- A proper team should be set up that will manage all the types of calls, whether inbound or outbound.
- To use this method, a proper team with good communication skills should be hired to manipulate the customer to buy the required services that will ultimately help in the growth of the company.
- A proper process should be followed by the team, depending on the calls they are making, whether inbound or outbound.
- Modern technologies should be used with this method to make it more reliable. For example, an auto dialer system can be used, which will help in decreasing the workload from the agents and make them focus more on the scripts.
- An AI-powered system should be used to increase work efficiency and to analyse the requirements of the customers.
- All the required devices should be provided to the agent with all the necessary details.
These steps may vary from company to company, but these are the basic steps that a company should look for while setting up this method.
Top Telecalling apps in 2025-2026
When we say the word “top telecalling apps” in the year 2024-2025, then they are divided based on certain features that are as follows:
- Integration with CRM, which is (customer relationship management) that helps in analyzing the name, date, time, and also the recording of the calls, it also provides a clear dashboard that helps the manager analyze a particular customer’s needs or what issues they are facing.
- Apps that show clear analysis with complete details and present them in a precise way that can be understood by any non-tech person.
- Use of an AI-powered system that helps in creating summaries of the calls and understanding the behaviour percentage.
- The app provides 2 main features: easy scalability and reliability. These apps are considered the first preference for any customer.
Let’s discuss some of the apps that are used by customers nowadays, and which company provides them:
RUNO
Runo is a leading call management CRM designed for telecalling, call centers, and outbound sales. It is the first AI-powered call management CRM that unifies SIM-based and mobile-series lookalike numbers with WhatsApp integration and advanced automation, all at a cost-effective price.
This feature utilizes SIM-based and mobile-series lookalike numbers calling, increasing the likelihood of the customer answering the call, thereby giving the agent a direct line to communicate with the customer. It displays a real-time dashboard that helps analyze the app’s behavior and performance in detail. Easy to scale and maintain.
Top Features
Live Team Status
Easily see who’s available, on a call, or on break, so you always know your team’s real-time activity without needing constant check-ins.
AI Sentiment Analysis
Go beyond numbers and understand emotions. AI tells you how leads or customers actually felt during the call, helping you respond better next time.
Call Recording
Never miss a detail. Record calls to monitor quality, revisit conversations, and train your team with real examples.
AI Call Summaries
Skip long recordings. AI gives you quick summaries of each call so you know exactly what happened in just seconds.
Real-Time Dashboards
Stay on top of performance. Live dashboards show agent activity, calls made, and outcomes, all in one simple view.
Auto Dialer
Save time and effort with auto dialer software . Let the system dial numbers automatically so your reps can focus on talking, not typing.
AI Chat Assistant
Need quick insights? Just ask the AI. From scheduling calls to pulling data, it acts like your smart sales sidekick.
Auto Lead Allocation
Leads never slip through the cracks. The system instantly assigns new leads to the right rep for faster follow-ups.
Interaction Timeline
See the full story. Every call, message, and note with a lead is shown in one place, so you’re always in context.
Funnel Management
Manage deals visually. Drag and drop leads between stages and watch your pipeline move forward smoothly.
Follow-Up Notifications
Stay consistent with your outreach. Get automatic reminders for every follow-up so nothing gets missed.
Advanced Caller ID
Know who’s calling before you answer. See the caller’s name and their recent conversation history instantly.
Message Templates
Reply faster with ready-to-use, natural-sounding message templates to keep your communication professional yet quick.
CRM Customisation
No two businesses are the same. Tailor your CRM by adding custom fields that match your unique sales process.
Runo Pricing
Runo comes with a 10-day free trial. Choose a pricing plan that fits your business needs with quarterly, half-yearly, or yearly options. Check Runo’s official pricing here.
TeleCRM
TeleCRM is another call management CRM for telecallers and features auto-dialers along with a performance analysis dashboard.
It only supports SIM-based calling, which requires new SIMs and devices for every agent.
Top Features of TeleCRM
- 1-Click Dialer: Make calls directly from the CRM with a single click.
- Call Recording: Automatic recording of incoming and outgoing calls for training, oversight, or quality checks.
- Automatic Lead Capture: Pulls leads directly from sources like websites, Facebook ads, WhatsApp, etc.
- Automatic Lead Distribution: Distributes leads among team members based on rules, avoiding manual assignment.
- Follow-up Reminders & Notifications: Alerts for follow-ups, pending responses, and task deadlines.
Pricing
Here is the TeleCRM official pricing:
Telecaller skills (Tricks and Techniques)
There are specific skills that an agent or telecaller should possess. They are listed below:
- Calm introduction: The introduction should be proper and in a light tone. And should talk in a way that makes the customer feel respected.
- Analysis of the customer: the telecaller should be able to feel the energy of the customer, which side he/she is interested in.
- Behaving Friendly: The telecaller should be able to talk both formally and informally, so that customers can also talk informally with the agents.
- Showing the skills: The telecaller should be able to grab the deal using his skills by showcasing these skills. It will give a great impression on the customer, which will increase the chance of closing the deal.
- Don’t advertise, rather give advice: Advertising often leads a customer to lose interest in your services so, advise them about your product and services rather than advertising it. For example, if I want to sell a cream,
I would rather say: “Ma’am, as the lifestyle of today’s youth is changing, it often leads to acne and our skin grows more prone to acne which can become severe if not treated properly. It can lead to scars, so we often advise using this cream because pimples are okay but scars can make it worse.”
Tricks and Techniques
Certain tricks and techniques can be used by the telecaller, as follows:
- Timing of the call: to sell something, making the call at the right time is quite important, as it plays a crucial role in whether the customer really needs it or not.
- Another important trick that can be used is to show a limited-time offer, as many people look for certain discounts.
- Another important point could be looking for the supply and demand.
Use cases and the importance of telecalling
Use cases of telecalling
Telecalling can be used in real life for various tasks:
- Sales and marketing: the basic and common thing of telecalling is sales and marketing. Telecalling started with this.
- Can be used at universities and colleges or schools: For admissions or giving information regarding various courses, colleges use telecalling methods.
- To gather data: Telecalling can be used to gather data on people, whether on which side people are more interested in.
- To take queries or reviews: Generally used to take queries for their services.
- To gain the trust of customers: it is not easy to gain the interest of customers, hence it requires telecalling so that personal contact can be made.
Importance of telecalling
- Interaction with customers: Telecalling helps in interacting with customers, which allows a company to know the interests of customers and how to deal with them.
- Product advertisement: The most basic and foremost objective of telecalling is to advertise its products, which can be done easily through telecalling.
- Wide reach: Telecalling involves a wide reach among customers, and one can interact with different customers.
- Suits the modern world: As we know, in today’s world, people are fond of their phones, so telecalling is the way through which most people prefer to avail services.
Telecalling Jobs and Responsibilities
Jobs of a telecaller
- Promoting products: The foremost job of a telecaller is to promote products and advertise them among clients.
- Handling queries: The telecaller plays a major role in handling queries. The telecaller should have all the qualities to handle a client calmly.
- Gathering data: Gathering data through surveys is also a task for the telecaller, through which he gathers information.
- Maintaining records: Maintaining records of the calls on computers so that they can be saved.
- Behaving properly and sensibly.
Responsibilities of a telecaller
- To get information about the product: Telecallers must know about the products and services provided by the company so that they can give knowledge to other clients as well.
- Building emotional connection: As every client wants to be respected and understood, building an emotional connection with a client is important.
- To understand the nature of the client: Understanding the nature of the client is important for providing products and services to convince the client.
- Building a good image of a company: There are some companies whose primary method to connect with their customers is telecalling, so the telecaller is the one who builds an image of the company.
FAQ’s
1. What is telecalling and how does it work?
Reaching out to consumers via phone for sales, assistance, collections, or feedback is known as telecalling. Trained telecallers use CRM software, adhere to scripts, and make sure that the right follow-ups are made in order to keep customers engaged.
2. Is telemarketing or telesales the same as telecalling?
Not precisely. The phrase “telecalling” is more general and includes surveys, sales, and customer support. Whereas telemarketing advertises goods and services to raise awareness, telesales concentrates only on making sales.
3. How can I begin making telecalls for my company?
Businesses require call scripts, a dependable phone setup, a CRM or telecalling platform (such as RUNO), and a trained telecalling workforce before they can start telecalling. Efficiency can be further increased by integrating email and WhatsApp and using auto-dialers.
4. How can a CRM that uses telecalling increase productivity?
Call logs, follow-ups, and client information are all centralized in one location by a telecalling CRM. By monitoring performance in real time, this minimizes manual labor, guarantees that no lead is lost, and increases team productivity.
5. Is it possible to incorporate email and WhatsApp with telecalling software?
Yes, the majority of contemporary telecalling systems support email and WhatsApp connectivity. This facilitates document sharing, follow-up emails, and instant messaging, improving the speed and reliability of customer contact.
6. Which telecalling tools are most effective for small businesses?
Runo, Exotel, and TeleCRM are a few of the best telecalling software for small businesses in 2026. They provide SIM-based calling, auto-dialers, user-friendly dashboards, and reasonable prices.
7. How can I monitor the performance of telecallers?
CRM analytics can be used to monitor the performance of telecallers. To assess performance, businesses track indicators like average call handling time, customer happiness, conversion rate, and call volume.
8. What qualifications are required for a job in telecalling?
Effective communication, active listening, patience, persuasiveness, and computer literacy are all necessary telecalling abilities. Additionally beneficial are having confidence in managing objections and being familiar with CRM technologies.
9. How can I begin working as a telecaller?
Applying to BPOs, customer service departments, and service-based businesses is a good place to start. Although an academic degree is not necessary, it is beneficial to have soft skills, basic computer knowledge, and proficiency in English or the local languages.
10. How much does a telecaller in India make?
In India, telecallers often make between ₹12,000 and ₹25,000 a month, depending on the company, city, and type of work. Incentives for meeting sales goals are also provided by many businesses, which boosts profits.