1 / 10

8 Important Features Of Inbound Call Center Solution

Inbound call center software is a reliable way to maintain a smarter and a steady communication with the customers.<br>Here are 8 must-have feature of inbound call center solution.

xclusivedesk
Download Presentation

8 Important Features Of Inbound Call Center Solution

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 8 IMPORTANT FEATURES OF INBOUND CALL CENTER SOLUTION

  2. AUTOMATIC CALL DISTRIBUTION Automatic call distribution (ACD) is one of the essential inbound call center software features. 01 It allows the agents to effectively route callers to the most appropriate agent available and makes sure calls are never missed.

  3. 02 INTERACTIVE VOICE SYSTEM Interactive Voice Response (IVR) lowers human efforts to help the customers with the right information. Having an intuitive IVR in a call center set-up, allows the customers to easily choose where they would like to be routed based on a set of prompts. Such features help in minimizing resources and cuts down operational cost.

  4. CUSTOMIZED CRM 03 Customized CRM software helps the agents to handle all the incoming calls efficiently. A customized CRM software automatically collects and feeds all the details of the customer including the conversations that have taken place between a customer and agent. This feature enables the agents to cater to the needs of the customer in an efficient way.

  5. INSTANT REPORTS This software solution delivers all the comprehensive call reports and measures the potential of any call center. 04 Reports based on the real-time helps the agents to measure data such as average handling time, the number of agents available, etc. in order to make strategic decisions to improve call center efficiency and productivity.

  6. SKILL-BASED ROUTING 05 Skill-based routing feature directs customers to the most appropriate agent available based on the IVR selection and past conversation history with the agent. Skill-based routing is essential for any call center as it routes the calls on the basis of area of expertise of the agents, according to language preferred by the customer, etc.

  7. EASY INTEGRATION WITH BUSINESS TOOLS Integrating call center software with business applications increases the productivity as well as improves customer satisfaction. 06 Call center software if integrated with Salesforce, SugarCRM, etc gives a 360-degree view of the customers to the agents such as notes, tickets, chat transcripts, and much more so that the agent gets to know the customers’ contact history with the company.

  8. CALL RECORDINGS Call recording feature is one of the most important aspects of call center environment. 07 Call recording tools help to analyze and monitor calls to know any gaps and glitches happened during a call. On analyzing such gaps, the performance of the agents can be enhanced.

  9. HISTORICAL DATA Data-driven decisions are crucial to reach short as well as long terms goals. 08 Having access to comprehensive historical data helps the managers to evaluate the performance of every agent and also helps in the effective deployment of campaigns.

  10. Contact US Address: 82P, 2nd Floor, opposite Unitech Cyber City, Sector 46, Gurugram, Haryana 122003 Call : - 098102 44800 Email : - Contact@xclusivedesk.com Web : - https://www.xclusivedesk.com/

More Related