Even in today’s digital world, customers often prefer phone support when accessing customer service. The directness and familiarity of talking on the phone with a person really builds trust between a customer and the customer service agent. But, managing phone support can be a big challenge for many growing companies. While this is often a great way to help customers, phone support is also the most time-consuming, least effective and difficult to measure support channel.
If you want to provide your customers with great phone support, you’ll need an efficient call center software that supports your service team. Without software, customers will be waiting while agents struggle to answer queries. The supervisors won’t be able to manage the chaos as they won’t have insight into call volume or trend. Reasons to deploy Call Center today!
The best call center software routes calls to the right agents, provides employees with additional context, and helps management execute a multichannel strategy.
So whether you’re a group of ten or a few hundred, choosing the right tools to build your call center is crucial. This post breaks down popular features of call center software and the best call center software options available in 2021.
Features of call center software Call Center:
The best call center software depends on your team’s specific needs. Every tool has benefits and limitations depending on how you plan to use it. To understand which tool is right for your organization, make a list of desired features and then focus on your top picks. Here are a few features you might want to consider in your search.
If you’re looking for a call center software, then chances are you will also assist your customers through other communication channels (like email, live chat or social media). It’s important to consider how well your new call center software will integrate with your other channels.
DotB recognizes that a unified customer service experience reduces customer friction and increases frontline efficiency. Ideally, incoming calls will be recorded on your help desk, which will allow agents to follow up via email. Plus, this feature will let everyone else on your team see the context of previous customer interactions – no matter which channel they take place. This feature allows you to create a consistent customer experience no matter which channel the interaction starts.
Routing a call on the call center software
When a customer calls your team, how quickly do they connect with the right people? Whether your software offers automatic call routing or if a customer needs to select a part after hearing an option set, it’s important to understand how your call routing will work. Many systems are tricky to update quickly – so try setting up and changing your workflow during the trial period to make sure you’re not stuck with a configuration.
CRM integration for the customer context
According to DotB, most customers believe it takes an average of six interactions to resolve a problem. This is a great source of frustration for customers. Each time they pick up the phone, they need to repeat their problem as well as provide a summary of their previous interactions.
But, when agents have more context on calling customers, they can provide more effective help. They can quickly refer to past interactions with customers, which prevents customers from having to repeat themselves. Dealers can review product usage trends and take steps to ensure customers don’t need to re-approach to the same issue.
Many call center tools provide context through CTI (phone integration) pop-ups that identify a customer by their phone number and display previous interactions through the browser. Understanding how software you evaluate call logs and integration with other systems (like your CRM) is crucial to providing your agents with enough context to be helpful.
Operating a call center requires the manager to have the beats of call center metrics like incoming call volume, call trends and agent efficiency. Future planning and planning cannot be managed without knowing how your team is handling traffic volatility. Reports can help identify common problems your customers are calling, gaps in your support, and potential training opportunities.
Call center software is not just for local customer service. The agent may need to make outgoing calls to customers if you provide proactive customer support options. The sales team can work through your call center software to place calls to potential customers. If your contact center is also asking the dealers or sales team to make outgoing calls, look for software that includes an automated dialer and easy-to-use call logging features to your CRM. you are always up to date.
Cost of use of call center software
Finally, a warning about call center pricing. Depending on how the software you choose to assign your phone number, you might be charged more than expected per minute on the phone. Before committing to any new phone line, make sure to confirm what’s included in the plan and how much each call and minute will cost.