Have you ever thought of what tools and techniques you want to use for your call center company? Do you know what a call center software or a cloud call center solution is? In this digital world, clients often prefer help through the use of their phones when reaching out to your customer service.
Creating connections with your clients allows them to build trust not only in your company but also in your customer service representatives, making it an indispensable tool in the best call center software.
Phone support is considered a great way to help customers with their problems, but it is also the least cost-effective, most difficult to assess support channel, and most time-consuming for the company's growth and proficiency.
However, to provide excellent customer service to your client, you just need call center software that allows your call center agents to do their finest work without overwhelming them. Statistics will show that call center software is likely to grow at 23.2 percent CAGR from 2022 to 2023 due to the growing adaptation and impact of cloud-based call center solutions.
Essential Features to Consider for the Best Call Center Software
Choosing the best call center software for your company greatly depends on your specific needs because each and every software has its own advantages and disadvantages that depend on how you use it. To know what the best software is, you need to create a list of your desired features before making a switch or selecting the suitable call center software for your company. Take a closer look at the few features you might want to consider in selecting the best call center software.
1. Omnichannel
Nowadays, customers demand service across a range of channels, ranging from phones and emails to social media and SMS. These types of features are more likely needed by the call center platforms that allow you to address the concerns of your client and answer their questions with the use of chatbots on your company’s website, as well as via social media like Facebook, Whatsapp, Messenger or other messaging application such as SMS messages and phone calls.
Omnichannel’s feature is to help you in providing a good connection with your customers in their chosen communication panels, and by this, your company can build up customer satisfaction while decreasing the overwhelming calls from the clients.
2. Cloud-based Call Center Software
Cloud-based calling, also called Voice over Internet Protocol (VoIP), is a phone system that usually runs through the internet instead of a phone line because all of the call center agents operate cloud networks that require a cloud-based calling system to align the client's database online.
The benefit of a cloud-based call center solution is the rapid and simple deployment of the software from the browser or an app installation because your client can easily access all the data and tools while using their desktop, mobile devices, and laptops. Basically, cloud-based software is more affordable with faster implementation and adoption of the system.
3. Call Routing
Call routing is the process by which the caller is directed from a selection of options to a call center agent. Moreover, if your company has a live agent or operator, the call is sent to that live agent who manually routes a call to the appropriate department or agent.
Even if your software provides automatic call routing or selects a department after considering various options. Remember that call routing is a very critical function that is difficult to change, so you need to adjust and set up your best workflow throughout your trial time to ensure that you do not come up with just one setup.
4. Build up Management
Having one of the best call center software enables you to manage the escalation process for urgent basis customer support issues. If the client has queries about your services or products, they should be able to go to the proper stage process. By using the call center software, it provides your agents to de-escalate situations by offering vouchers, discounts, and refunds within a single conversation of call.
5. Reporting and Analytics
Call center companies have to keep their eye on the call center data which usually consists of call trends, inbound and outbound calls, and agent efficiency. You need to prepare and manage schedules for your company to know how to handle different kinds of traffic variations. Analyzing and reporting any kind of discoveries mainly from the customer's concerns can greatly help you to identify the gaps in the services of your company, and by that, you can come up with an indication of prospective training opportunities.
6. Plans and Pricing
You want affordable but high quality software, right? Therefore you need to know what the software's fee is for the program per phone call, but you need to remember that it depends on how your selected software allocates your phone number. Confirm what is included in the bundle and you need to confirm how much each call and minute will cost before you subscribe to the new phone lines.
7. Outgoing Calls
Call center software doesn't only function for inbound customer care. Call center agents should be required to conduct outbound calls if they provide proactive customer service which is usually in the system of call center software. Seek for a call center software that offers an automated dialer and simple tracking options or logging features so that your customers stay up to date.
8. Call Scripting
If your company is overwhelmed by a high volume of calls, you need to consider getting the right call center software that offers call scripting features. A call script can identify specific phrases in your customer's email and provide troubleshooting guidance based on typical answers. This feature is very useful as it allows you to create common scripts that all your call agents can use.
You should be able to use the script history to know the answer of your client resulting in a consistent experience towards your company regardless of whatever person they speak with.
9. Interactive Voice Response
An interactive voice response (IVR) enables your consumer to chat with an automated system before reaching out to your call agents. An IVR will assist your call agents in managing call volumes and collecting important information from what the consumer queries are. By this, if the client talks with the live agent, the consumers will not have to repeat their questions because all of the information that the representative requires is already in the call center software.
Frequently Asked Questions (FAQs)
1.What is CRM in a call center?
Call center companies are the beneficiaries of using CRM software because it is important to track all the customer calls and interactions, also the transcripts, and customer information which informs the customer service representative of what customers want or need about the products or services you offer.
2. What services can I deploy to a contact center?
Call center outsourcing services can help your company with overload calls such as live calls, and live chats, considering also the lead generation, telemarketing, market research, and media monitoring. It is better if you handle only one of these services.
3. How can I monitor call center performance?
If you want to provide the best customer experience, you need to monitor the analytics, not just the number but also the gaps, practices, and concerns of your customers that will provide a great opportunity to your company.
Conclusion
Your customer chose your company because they know that you have excellent support on all channels such as emails, SMS, phone calls, and even social media. But doing all of this without proper tools and techniques can overwhelm your call agents which affects the customer service of your company.
You can all get by providing and getting the right call center software that is fit for you because you can now have just one tool that can provide and unify the needs of your agents, resulting in a better customer service experience for both your customers and your call center agents.
