Imagine a typical day at a call center. Every phone on the floor ringing nonstop; agents answering them back to back; tempers flaring at the other end of the line…
But that doesn’t end there. More calls queue up, and the agents have to handle them without missing a beat.
Call center agents have to put a lot of effort into handling multiple calls on any given day. One misstep could mean customers getting frustrated with the wait times leading to outcries on social media feeds and a dip in brand loyalty. Dissatisfied customers also threaten callers with bad reviews and discontinuation of services. This could be frustrating for the agents and end up hurting brand image as well.
Call center operations could turn into complete chaos if a proper call management system isn’t in place.
Streamlining the processes poses a major challenge for call centers. Therefore, while setting up a call center, it is essential to have a call management system or software that ensures calls are handled smoothly and diverted efficiently. Call center software plays a vital role in simplifying customer relationship management and helping boost agent productivity.
Benefits of Call Center Software
1. Customer Service Management
Whenever customers turn to a brand or service’s call center for professional assistance, they expect agents to show quick and efficient response in handling their queries and resolving them. Moreover, they also expect them to have details of their information at hand while answering their queries promptly.
Being able to handle everything efficiently is not possible all the time due to the heavy burden of calls. This is where one can use call center software and tap into the immense benefits they have to offer. With call center software, calls can be easily routed based on the category of product or service or language and ensure that customers are connected to the right agent to handle their issues. The software also helps to access, collect, and exchange information for a smooth transition among agents and reduced customer waiting times.
2. Reporting Features
Call center management software offers enhanced reporting features to help business managers develop strategic plans and make impactful decisions. Additionally, the reporting feature also helps them with upsell rates, revenue per call, call volume evaluations, case times, case categories, etc.
3. Improved Productivity and Efficiency
Having a call center software system can boost brand image by placing the focus on the customer and the conversation. By seamlessly routing calls, sharing the right information at the right time, this software can help agents handle every inbound and outbound call quickly and with ease.
As call center software can take care of routing the call to the right agent and offering call updates immediately, agents can respond to the requests and exchange valuable information quickly without having to manually look up customer information, thus leading to unnecessary wait times.
4. Easy Data Access
Call center software organizes clients’ data centrally and makes it easy for the agents to gain access to it. The agents can acquire important information of the client including their personal info and purchase and service history, which enables them to have timely and comprehensive interaction with the clients.
5. Team Communication and Responsibility
Call center software offers a centralized database, where employees across the departments can share and communicate client information through updates. As the information is updated centrally, call center agents can track and monitor the task and take the next steps ahead.
The best call center software also enables the assignment of individual responsibilities to every employee so that they can be accountable for their tasks.
6. Decreased Costs
As less time and resources are invested in managing customer services with the help of call center software, it decreases call center costs and significantly improves ROI. Specialized call center software comes with a predictive dialing feature that automates and captures call activity, which can be quite helpful for lead management. It provides information about the ideal time to call a specific client as well as real-time metrics to close more and better sales.
7. Better Sales
Both inbound call center software and outbound call center software can help bring about a marked improvement in sales almost instantly. The software can help sales managers to handle the pre-sales queries made by the existing clients. With easy access to every transaction history, they can process orders, check warranties, issue credits, and take care of after-sales services as well. They can also cross-sell effectively by going through the sales records of the clients and identifying their buying habits and preferences on different products and services.
8. Unique Customer Experience
Customer experience can be significantly improved by customizing the service according to the clients’ individual choices and preferences. To do that, appropriate and accurate data is needed. Call center software can deliver this persona based data that plays a vital role in helping a brand or service gain an edge over competition.
Information regarding customer feedback and requirements can also be added to the database, which can be further studied and evaluated to innovate new customer experiences and marketing strategies.
9. Reliable Data Security
Data security is one of the major concerns for call centers. There will always be the risk of data breaches or loss of critical customer information without the presence of a reliable security system. Call center software is designed with impenetrable security features that safeguard the client and company data in the cloud. The service providers may further enforce the security protocols whenever the need arises thus helping do away with the costs and hassles of reviewing and managing the system manually.
10. Prioritize Urgent Calls
Businesses have to focus on prioritizing their calls for improving customer experience and loyalty. Whenever a customer reaches out to a support team with a query or issue, they expect a quick response and resolution of the issue. But call center teams handle a lot of calls in a day, and it is practically impossible to answer every customer instantaneously.
Therefore, customer care agents respond to calls based on the urgency of the call. The call center software can prioritize the incoming calls based on their seriousness and urgency. This helps them to arrange the clients in sequential order and answer those calls first that require immediate attention. Moreover, call center software also ensures that calls from high-profile clients aren’t held in the call queues for a long time thus helping retain brand loyalty.
11. Multi-channel Support
The modern-day client also seeks impeccable cross-channel experience during their assistance. As several channels have now been introduced, customers expect to alter channels according to their preference and convenience. With call center software, one can fulfill this objective and deliver support across multiple channels so that clients receive seamless assistance from agents. It also enables brands and services to connect with clients via SMS, voice calls, video, email, chat, or social media platforms like Instagram and Facebook.
During the course of interaction, clients can choose the channel that they are most comfortable with. Multi-channel support can work wonders to deliver enhanced customer service and reduce frustration.
Types of Call Center Software
Speech Analytics Software
Speech analytics software can be used for both ongoing and recorded calls to interpret emotional cues and gain performance insights. They can help the call center agent to detect customers’ moods during the interaction so that they can adapt and assist them accordingly.
Call Center Scripting Software
Custom-made scripts can help to offer contact and call information efficiently and enhance agent productivity. These software serve as a guide of sorts letting agents, both new and experienced, know when, what, and how to respond to clients. Successful conversations and transaction strategies are input into the software in order to provide cues to agents when they are stuck in a dilemma or a particularly unruly caller.
IVR ensures that the customer calls are answered instantly and gives them reassurance that they are available to them 24/7. One can set a personalized message to greet callers and also offer customized responses according to DTMF keypad tones.
Automatic Call Distribution Software
The automatic call distribution software is a prerequisite of every call center. It helps in organized handling of customer calls and reducing the waiting time by automatically routing them to the right agent. This helps prevent overburdening and ensures equal distribution of workload.
Call Accounting Software
A call accounting software is basically an application that captures and records call logs. It can detect outbound and inbound calls, call routings, call ring outs, etc.
Dial Tone Multi-frequency Software
The dial tone multi-frequency or DTMF technology signals a particular command when the user presses or touches a number key on their phone. Call centers use this feature in their IVR systems to provide users with the menu options as well as navigate them through the menus.
Call Queue Management Software
Call queue management software helps customize agent queues, configure IVR menus, automate call flows, and many other activities.
Call Scoring Software
Call scoring allows call center managers to aggregate agents and client interaction metrics and derive a performance index that can be assessed against every client or contact.
Operating a call center takes more than just assembling a team of agents and providing them with telephones to answer client calls and queries. A significant part of business success is dependent on a seamless call center operation strategy.
When a business is flooded with client requests and calls waiting to be answered, the right call center software can ensure customers stay loyal to the brand. It can streamline the processes in a call center so that agents are able to perform efficiently and deliver their best. Call center software has a critical role to play in a business’ customer relationship management.
At Expert Callers, we have state-of-the-art tech and tools to provide our clients with the best customer service. Reach out to us to know more about our services.