What about call center software? Choosing the right software for your company might be difficult with so many options available.
Service quality is a significant part of the customer experience because it helps businesses resolve customer issues quickly. Methods you should use, however, is still a question. Email? What about a live chat? Is there anything else?
Continue reading to learn more about call center software and the features it provides.
Types of call center software
Call center software is broken into two categories: hosted, on-site, or in the cloud.
Cloud call center software
Cloud call center software is hosted in the cloud, and it is installed, maintained, and upgraded by a third-party service provider. Everything you have to do as a client is log in and use the software via a web browser at any time.
You must now carefully determine the functionality your business requires after deciding on the type of software for your call center. Compared to on-site software, cloud-based software has many more features that help businesses grow and provide a better customer experience.
On-site
Your own data center hosts on-site call center software. You’ll have to put in a lot of effort upfront because you’ll be responsible for installing, maintaining, and updating the hardware and software.
Telephone system
A good telephone system is important for any business to communicate with its customers. We will look at two types of popular PBX phone systems.
IP PBX
IP PBX phone system connects phone extensions to the public switched telephone network (PSTN) and allows a company to communicate internally.
Key benefits:
- Lower communication costs
- Advanced features
- supports multitasking
- Higher scalability
Cloud-based PBX system
A cloud-based PBX phone system connects all of a company’s phones across multiple locations, allowing you to improve customer service while remaining cost-effective and flexible.
Key benefits of a virtual PBX system:
- Internal communications
- Centralized control
- Cost monitoring
- Flexible call routing
Call center software:
Call Handling
Businesses require call-handling software to improve their capabilities. You’ll need software that’s adaptable and lets you easily combine your existing phone number with one or more virtual phone numbers. In addition, you’ll need software that allows you to make outbound calls.
Features:
- Call control so that your representative can hold, mute and forward callers.
- Call recording is useful for training and ensuring the quality of your representative.
- Call queue management so that you can set up a queue while callers wait to get connected with a representative.
- Automatic ticket creation to ensure that your representatives are resolving all the issues raised by customers.
Routing
You can ensure that your representatives can quickly solve customer problems with routing capabilities, improving the customer experience.
Features:
- IVR automatically routes the callers to the right representative depending on what the customers select through the voice input.
- Forward-to-phone enables your representatives to respond to calls even when they aren’t in the office.
- Queue callback allows customers to request a call back instead of waiting in a queue.
- Business hours management informs callers about your working hours.
Contact management
Contact management software allows your customer service representatives to access detailed information about the customer and their interactions with your company to provide personalized, high-quality service.
Features:
- CRM integration allows you to integrate your CRM with your call center software for efficiency and productivity.
- Interaction history involves keeping track of all cases in which customers contact your call center, allowing you to understand better and resolve their issues.
- Caller ID helps your representatives see detailed information about each caller and provide personalized support.
Monitoring and performance
Call center software is required to provide you with detailed performance data. You can ensure that your customers receive the best possible service by monitoring and reporting.
Features:
- Call monitoring allows you to listen to both inbound and outbound calls to help you check how your customer care team interacts with your customers.
- Performance analytics, like call load and the number of missed calls, are provided by performance monitoring.
- Agent ranking allows you to assess each call center agent’s performance. It’s crucial to know the average duration of client conversations and the speed with which calls are answered.
- Feedback monitoring helps you easily receive feedback on your call center’s performance so that you know whether callers are satisfied.
Key benefits of call center software:
Improved customer service
Using a call center software system, you can easily improve customer service and increase customer satisfaction, resulting in increased revenue and the development of a strong customer loyalty base. With call center software, you can easily route incoming calls, track them, and resolve any issues they may have right away.
Enhanced reporting metrics
Managers can use call center software to get the information they need to make strategic decisions. One of the few ways reporting metrics can help management is by analyzing call volume, case categories, case times, and revenue per call.
Cost-effective
Getting call center software can help you save money. Investing in call center software eliminates the need to hire people to perform a service that software can perform much more quickly.
Boost security
Customer data is confidential information that includes information such as product preferences and shopping history. Instant cloud backup is a feature of call center software that ensures that whenever your company receives a call from a customer, the information is immediately secured on its system. You won’t have to be concerned about losing customer information that can be used to grow your business.
Cloud call center software has more features and is less expensive than on-premise software. Contact Aavaz if you need a custom solution provider who can work closely with you and your team to provide the latest call center software that you require to grow your business.