Call Center Software- why is it important and which one is the best?
Call center software features such as call recording, call tracking, call routing, workforce optimization, and more have become a crucial business necessity. A robust Call center software helps add competitive edge to your existing customer support process.
Finding an effective call center software is like looking for a needle in a haystack. The key to enhancing business productivity is to choose a call center software best suited for your existing business processes. The software you pick should not only add powerful advantage but also sync with your current business easily.
In this article, you’ll discover the 7 crucial elements that make your call center software more effective.
- Skills-based routing
Skills-based routing feature of call center software auto-assigns calls to specific agents, departments or teams based on customized rules. Calls are routed to agents based on tags assigned by call center managers. Skills-based routing is an excellent way to ensure that incoming calls are routed to the agent who is most qualified to meet their needs.
- Call queues
With a sudden inflow of customers, the call agents find it difficult to answer every customer. Most call center software solutions will allow managers to configure unique call queues for each department, agent, team for skills-based routing purposes. Agents having access to their dashboards can view call queue statistics in order to make an informed decision based on real-time data.
- Advanced features
Many call center softwares are integrated with essential tools that provide comprehensive information about callers. Tools such as CRMs, helpdesk ticketing systems, marketing softwares and chat supports. This allows displaying the caller’s previous history, chat transcripts, voicemails, notes, etc. All these advanced features allow agents to provide better support and faster query resolution.
- Effective customer engagement
Offering a proactive engagement service is what a call center software provides. Handling call functionality like hold, mute, conference, transfer are the best solutions provided by a good call center software. It provides call control functionality entirely in the browser, thus, call center agents can place callers on hold or transfer calls with a click.
- Call monitoring
This feature of call center software allows managers to listen to live calls of agents. Call monitoring makes sure that all the agents are maintaining SLAs and brand values across different processes.
- Omni-channel communication
When communication is carried out on different channels such as SMS, chat, email, and social media; it forms an omni-channel communication. With this agents can improve their response time via single platform. Using call center software, it gets easy to manage interactions in a consistent manner
- Predictive dialer
This dialer is one of the best features of call center software that automatically calls several contacts at the same time just before an agent becomes available. Once a caller answers, the predictive dialer transfers the live call to the available agent.
The sooner you get your hands on a call center software, the quicker your call center can convert more customers. The above features are the best way to choose ideal call center software for your enterprise. There are many more features of call center software that boost the call center productivity. Get in touch with Contaque. Contaque has been the most preferred for providing unified call center software.