Call Center Software:
A Call Center Software is a software tool that is used by businesses to communicate with their customers and vice-versa. Some essential features such as Auto Dialers, Smart Routing, IVR System and CTI are incorporated in Call Center Software Solutions to automated operations and make call center agents life easier.
Based on the business requirements, a Call Center Software can be an inbound call center software or an outbound call center software. The software routes a query to the best suited agent through IVR and ACD routing in an inbound software, where as an outbound call center software, automatically dials out a big customer list and patch the customers with right agents. Inbound call centers software is used by customer service call centers, where as outbound call center software is used by Telesales Call Centers. However, some call centers that work either ways use blended call center software.
Features of Call Center Software:
Features that minimize your operations efforts and costs should be taken in to consideration while looking for a Call Center Software. Unified Agent Desktop and AI-Powered Customer Insights are some of the features that can help increase the productivity of agents. The agents will be able to access all the queries of a customer, customer insights, and their interaction history on a single interface by the help of Unified Agent Desktop. Managing multi-channel interactions is no longer required as the agent does not have to switch between different tabs. As all the data of a customer is available on a single screen, it saves the time of the agent and increases efficiency. Call Quality Monitoring, and Agent Performance Reporting are some of the tool that can be used to keep a track on overall productivity.
There is no chance of loosing any context of a conversation with Call Center Software. It is capable of identifying your prospects and the most preferred channel of communication of customer and to any interaction using email, chat, call with a single click. It can easily filter missed interactions. It can also push and pull customer data from CRM or other third party system to provide faster resolution time.
With an integrated knowledge base, the agents get easy access to information that helps them solve a customer query in less time. The knowledge base can be customized based on the business specific content such as FAQs or questions that are commonly asked by your customers or product-related articles.
A two way business to customer interactions can be performed by using an interactive voice based conversational interface
- IVR can effectively route calls to the right department based on caller input.
- Outbound calling can be made easy with an automated dialing system.
- Calls can be auto distributed to the best-suited agent through routing.
- CTI provides easy access to all the customer information for better conversion
- High call quality is ensured by monitoring real-time calls
- Reporting and Dashboards provides better visibility and hold on every metric that matters
- Every call can be recorded and that can be used to score your agents
- The overall productivity can be improved with automated workflows
These features enable to save the time of the agents and increase their efficiency with automated operations and help managing different tasks on a single interface.
A Call Center Management Software also incorporates various monitoring controls that help call center managers and supervisors to keep a track of overall operations and productivity. Every customer service interaction can be tracked and measured by call recordings, and live call monitoring which helps in taking important business decisions and improved strategies.