Call center telephony solutions
Despite the rise of various modes of communication, phone calls remain one of the most popular ways for customers to contact businesses. Managing these calls necessitates a team of highly trained agents and the most up-to-date call center telephony solutions.
A call center does more than just connecting agents and customers. It’s a system with many features designed to help with every aspect of running a contact center. It also aids in the streamlining of customer service to provide a consistent customer experience.
Let’s look closer at the latest call center software in the market.
IVR (Interactive Voice Response)
IVR systems are a staple of any contact center. Inbound callers are usually greeted by automated responses, including acknowledgment of the call, estimated wait time, or a quick menu. IVR routes callers and helps customers narrow down the department in advance of being connected.
Skill-Based Call Routing
A good contact center software allows you to implement skill-based call routing, which is more efficient in the long term compared to IVR systems. This call routing strategy ensures that customers are assigned to agents with the most relevant skills for handling their concerns.
With skill-based call routing, customers are connected with the most qualified agents to assist them with practical problem solving on the first try and increase customer satisfaction.
A call center with an efficient system can route callers to voicemail when there are no agents available. You can customize the greeting and choose how you want to receive notifications, including email notifications.
Many call center solutions allow you to sort voicemails visually, showing you caller ID, the time the message was left, and other details. This makes it easier to respond to voicemail the next working day as you can prioritize them accordingly.
It support lets you manage all your communication platforms in one place instead of having separate teams responding to website inquiries, live chat, email, phone calls, and more.
Viewing all the channels in one place allows you to view a customer’s history with your company. This data enables you to provide personalized interactions based on their previous interactions with your company.
CRM (Customer Relationship Management) Integration
Integrating CRM software with other call center software like ticketing systems, predictive and automated dialing allows you to make the best use of all your customer data instead of manually transferring data back and forth between software.
Call center solutions comparison
Cloud-based call center software allows you to work remotely from anywhere while still collaborating with your employees using conferencing software easily. Conference software avoids reliance on on-site servers and infrastructure because it is cloud-based that is accessible from anywhere.
Outbound Campaign Management
If you have ongoing call campaigns, you need a solution like click-to-call and automatic dialing. Click-to-call allows you to click, and it will automatically dial the number you want from a contact list. It eliminates the need to double-check for accuracy before dialing manually.
Auto dialers take this one step further by dialing the following number from an assigned list as soon as an agent finishes a call and when a customer doesn’t answer the call after a predetermined set of rings. These features save your sales team a lot of time.
Report and Analytics
Apart from assisting with calls, contact center software can record metrics, analyze them, and create reports that allow you to create an efficient team.
Some of the metrics include:
- Average call length
- First call resolution rate
- Call transfer rate
- Call abandonment rate
- Agent utilization rate
This software is a must if you want to ensure that you are providing top-tier customer service. With call recording in place, you can quickly review the calls to check how something was resolved and do quality checks regularly.
Many businesses take sample recordings to make training more effective for customer support agents, and the detailed analysis of recordings provides valuable business insights.
A sure way to get the best out of your customer support team is to have empowered supervisors. A call center software with a suite of supervisor tools is a great way to achieve this. Supervisor tools encourage real-time responses and help.
A call barge-in feature is a popular tool used for training because it allows supervisors to listen in on calls in real-time. This helps your business gather feedback directly from the customers and also allows you to review your agent’s performance.
Some supervisor tools to consider are:
- KPI monitoring
- Team messaging
- Listen, whisper, and barge-in features
- Work optimization reports
There is various call center software available in the market, all with different functionalities and benefits. Many of the popular call center software is cloud-based, making it easy to manage teams working remotely. Make sure that the call center software you choose is the one that fits your current and future business needs.
Reach out to Aavaz PBX Free if you think cloud-based call center software is what your business needs,but you are unsure which ones you needand which ones you can skip on. With Aavaz PBX, you will discover the best cloud-based call center software that your business needs today, tomorrow, and in the future.