Call Center Software Features You Must Know
For any business to succeed, it needs to have some remarkable distinguishing features. It will also help them in differentiating themselves from the competitors. The same holds for a call center as well. Today, call centers need to go far beyond having just landlines or business phone systems.
There is no shortage of features today. So, choosing the right ones can be difficult. But we have got you covered. In this article, we show you five such call center software features that you need to succeed.
Auto call distribution
If you are looking to see your representatives work productively, auto-call distribution can help. It will save the time and efforts of your representatives. When callers select their ideal option from IVR, they get paired with the right representative. However, auto-routing is also possible based on the availability of representatives, their skills, and ID.
Auto routing also helps in improving the satisfaction levels of both the caller and representative. When a caller has to wait to get connected, it might increase their frustration. They might further get irritated if the agent is not able to respond to their query satisfactorily. Auto routing helps avoid these problems.
Interactive voice response
With the help of interactive voice response (IVR), callers can interact with an agent first who can redirect them to a relevant person. The technology helps you understand the caller’s purpose and their basic information. Based on that information, you can then divert them to a suitable agent.
Callers also enjoy several benefits with IVR. They can check out various options and use voice commands. At times, callers can even get their queries resolved on their own without having to speak to the representative.
Tool integration helps your applications to exchange data through regular communication. There are several benefits of integrating multiple tools. You can easily synchronize information like client data. There is also a possibility of improving processes and automating tasks.
When information is not freely available for your employees, they might spend a lot of time searching for it. By integrating tools, you can help solve the problem for them. They will work much productively.
Dialing a phone number can sound easy. However, if there are hundreds and thousands of numbers, it can be cumbersome. So, having some luxury here can help your representatives save their time and efforts. Power dialers are beneficial in such cases.
A power dialer makes it possible to automate the dialing process to a large extent. With the help of software applications, you can add phone numbers to the calling queue. All of that is a matter of few clicks.
Predictive dialers also help in reducing the efforts of your representatives. There will be a list of phone numbers that can get assigned to available representatives.
It is an essential tool for your call center business. With the help of data and reports, you can analyze the performance of your representatives. It will also help you understand the success and problem areas, based on which you can arrive at results.
Some of the analytics data include missed calls and resolution time. These can vary based on the scale of your operations and business needs. The data can also help you identify the most suitable time to connect with prospects. You can also figure out the most productive hours and how long does it take to solve queries.
So these are some of the most essential call center software features that you need to consider for your business. Having the right software and data is critical to growing your business. Make sure you also keep up with reports and analytics. It will help you give your call center business the right direction.