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The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
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Introduction • The benefits of using call center software are many. • In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. • Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received. • Instead, they can prioritize calls by urgency, customer value or any other conventional business rule. In doing so, their most valued customers will never be left on hold or to fall victim to a call queue whirlpool.
Benefits of Call Center Software • Live Training • Call Recording • Automatic Routing • Report Tracking • Ability to Prioritize Callers • Queue Management • Dial to Extension • Call Control • Reduced Cost • Status Monitoring • Enhanced Customer Service • Flexibility • Multiple Channel Support • Security • Data Backup • Disaster Recovery • Round the Clock Support • Quick Data Access • Proper Call Distribution • Easy Customization
Tips to Maintain Positive Attitude • Scalability • Automatic Dialer • Computerized Survey Forms • Provides Agility • Predictive Dialing • Call Selection • Pay-As-You-Go Model • Easy to Use • Auto Updates • Business Continuity
1. Enhanced Customer Service • The ultimate use of call center software is to manage customer queries in an effective and efficient manner. • This is one of the major benefits of integrating the best call center software in your environment. • By doing so, you can not only attain better customer experience but will also attain boost in your business. • Also with call routing, the call gets automatically forwarded to the most suitable agent thus reducing the wait time in the call transfer process. 2. Flexibility • A good quality call center software always provides flexibility to its users. • It permits the firms to expand their business in various geographical locations. • Due to its ability of handling calls in varied location, the employees can efficiently perform their tasks from home as well.
3. Multiple Channel Support • The multi-channel support plays an important role in offering customers with a system to get the solution to their queries and being in their comfort level. • Most of call center software helps through several ways such as voice call, email, chat, social media, and remote access. 4. Security • A business is nothing without its customers and its data. • To keep the client information safe and secure is of extreme importance for any business. • The modern call center software solutions offer extra security when compared to a conventional model of call center software. • The present model offers data encryption, implement strong password policies, use of rules restricting access to user data.
5. Data Backup • Apart from data theft, there are other circumstances that can also result in loss of data, which can cause inconvenience and will bring a pause in daily business activities. • Thus, all the software provides the user with an option to take data backup of all the important customer information and other activities. 6. Disaster Recovery • Other than data backup, call center software supports the high-availability feature that allows real-time synchronization of data between servers. • This helps in reducing chances of loss of data.
7. Round the Clock Support • As call center software support from various geographical locations, they offer round the clock availability. • This provides the users with the convenience to reach them for any issues as per their comfort. • It can be stated that the company with continuous availability has much higher clients from various part of the world and handles more issues compared to others on daily basis. • From this, it is evident that continuous support adds to business productivity.
8. Quick Data Access • Latest call center software provides complete information like campaign number, owner of the campaign, detailed campaign history etc. to the agent before they attend the call. • This keeps the progress on campaign going even when the agent handling the issue previously is not available in the office or assisting other callers. 9. Proper Call Distribution • To get the most out of every agent working in your call center, it is required that every agent gets an equal chance to showcase their talent. • Based on agent’s performance, the management can use their skills for their advantage by assigning them the tasks they are best in.
10. Easy Customization • Every firm has different needs based on their client requirements. • Virtual call center software makes it possible to easily customize the software in few steps. • They can easily customize the menu options, welcome message, and reply to promptly with related action. 11. Live Training • On call or live training is a crucial feature that calls center software offers. • With the help of this feature, the agents can get the desired supervision even when they are on call with the customer. • This acts as a barrier between the trainer and the caller while the agent can be observed and trained to pull off outstanding customer experience.
12. Call Recording • All call center software integrates the feature of call recording and go through it later to keep track of agent’s performance and of the team in general. • The recording of agent’s interaction with the caller can be used to train new agents about the dos and don’ts while handling a call. • They can also use to as an example for certain known issues and the steps to fix them. 13. Automatic Routing • This is the most beneficial feature of call center software which directs a caller to the most suitable agent for handling that issue. • A caller for sales related query will be automatically directed to sales team without the need of any call transfers.
14. Report Tracking • These days almost all the call center software comes with integrated CRM (Customer relationship Management). • This helps to gather detailed report of agent’s performance while handling callers based on real-time and past information. • By doing so you can identify the areas in which your team requires attention to yield better results. • Along with that it also helps in monitoring various aspects of your business and compare performance in conformity with the expected metrics finalized by the management
15. Ability to Prioritize Clients • Call prioritizing plays an important role in improving customer satisfaction index (CSI). • Prioritizing permits placing the clients in successive order based on their service level with the organization. • A client placed higher on the priority list will be served first as compared to other clients if they both call-in at the same time. 16. Queue Management • Call center software offers the facility to manage the calls using various queues. • Agents are allocated to separate queue based on a unique criterion. • E.g.: If a caller is requesting for Spanish support his call will be automatically routed to Spanish agent’s queue.
17. Dial to Extension • This feature permits the caller to reach to an agent by directly dialing the agent’s extension. • E.g.: Reaching to an agent directly is possible if the caller is aware of extension of the agent. It can be useful when the caller is requesting for a specific agent to work on the issue or while taking another agent in the conference. 18. Call Control • Call control defines those activities that permit the agent to handle the call functions smoothly like making a conference call, re-routing a call, putting on hold etc. • In general, when an inbound call is received, a pop-up screen appears that acts as a timesaving method to perform all these actions from a single window.
19. Reduced Cost • In comparison to other alternatives of call center software, the virtual call center software confirms that companies can run and manage the complete call center with a very little investment. • There’s no need to pay for heavy infrastructure. • Only Cell-phone can be used to do tele-calling. 20. Status Monitoring • The status monitoring enables the managing authorities to oversee every activity of the entire team at once. • This allows the managers to ensure that there are no availability issues in any queue at any point in time.
21. Scalability • It is important that the contact center can adjust to changes in business process. • With often changing business requirements in terms of workforce, the total number of queues, and other product or resource based specifications, it is important to ensure that the software is scalable to meet the business needs 22. Automatic Dialer • The automatic dialer requires the contact center to upload an excel sheet consisting of a list of contact number and an audio file onto the system. • The program will start dialing all the numbers mentioned and will leave an automated message as uploaded in the audio file. • This feature can be helpful for the sales purpose and allow agents to have more extra time to work on client queries.
23. Computerized Survey Forms • To know your strengths and weakness is a good thing. • To achieve this information, gathering feedbacks and surveys are the easiest and effective ways. • The use of automated survey forms will not only make the process faster, also it can act as a basis for research data collection purpose as well. 24. Provides Agility • With an IVR-enabled contact center, the business can eliminate the common repetitive questions and can directly transfer the call to the available agents.
25. Predictive Dialing • It allows agents to remove busy line, unanswered and disconnected numbers. • The agent can upload a list of numbers that needs to be contacted and predictive dialer will consecutively call on every number in the list and will involve live agent on call only when the call is answered. 26. Call Selection • It provides agents with the authority to selectively pick a call waiting in the queue. • With call selection, the agents can work to get better results by choosing calls as per their proficiency.
27. Pay-As-You-Go Model • This helps the organization to lower the investment on a project by allowing them to pay for what they use i.e. to pay only for those features they avail. 28. Easy to Use • The system software should be user-friendly to allow agents to perform their task conveniently. • Most of the software providers allow a trial of the product and scope for customization, so organizations can use the system based on their needs.
29. Auto-Updates • In today’s busy world it is not possible to keep a track of changing market trends manually, with the use of automated services the companies can have their software running with latest features in the market in almost no time. 18. Call Control • Gaining customer satisfaction is a never-ending process. • It requires the organizations to put in their best efforts to achieve customer loyalty, for which continuity is very important. • With the help of remote location support, access to user data from anywhere, agents can carry out their respective tasks from anywhere in case of any emergencies.
