Outbound Calls from the Call Center
SimpleCallCenter supports manual outbound calls from the same desktop app agents use for inbound — with proper caller ID control and full QA for business calls.
Manual Outbound Calling
Intentional, one-by-one calls placed by humans — no robodialer or predictive dialer
Manual Outbound Calls
Agents can dial out from the same desktop app they use for inbound calls, with full control and visibility over every call placed.
Flexible Caller ID Control
Dial out on behalf of any call center using that call center's main DID, or use a personal direct number if available. Choose the outbound identity before placing the call.
Multi-Call Center Support
When an agent is assigned to multiple call centers, they simply choose the outbound identity (call center A, call center B, or their direct number) before placing the call.
Full QA for Business Calls
When an agent calls out using a call center number, you get the same visibility and quality control as inbound calls
Automatic Recording
When an agent calls out using a call center number, the call is recorded (if recording is enabled for that call center) for complete visibility.
AI Transcription & Summarization
Audio is transcribed and summarized by AI, providing searchable text and quick insights into every conversation.
AI Quality Analysis
The conversation is analyzed for service quality and can be flagged if the agent sounds rude, dismissive, or does not provide proper service.
Supervisor Visibility
Recording, transcript, summary, and AI flags are stored together with the CDR, and are visible to supervisors in the desktop app for the same visibility as inbound calls.
Privacy-First for Personal Direct Numbers
When a user calls out using their own direct number, privacy is respected
Optional Recording
When a user calls out using their own direct number, call recording is optional and controlled by that user — they can turn it on or off for their direct line.
Private Access Only
If recording is enabled on a personal direct number, these recordings are only accessible to that user and do not appear in supervisor/admin QA views.
Excluded from QA
Personal direct number recordings are not included in call center quality control or coaching flows, keeping private calls separate from business oversight.
Best of Both Worlds
You get full recording and AI QA for business calls made on behalf of the call center, ensuring complete visibility and quality control. At the same time, you get privacy-respecting behavior for calls made from a personal direct number, where only the owner of that number can access their recordings.
This lets people use the platform as their personal office phone while keeping private calls and recordings visible only to them, not to management.