Must-Have Features for A Call Centre Software

How much your business grows depends significantly on how good quality customer service you have been providing. In today’s world the internet has played an important role for easing the process of providing reviews and feedbacks for the fellow buyers. One poor experience with the company can reduce the entire reputation for the country, provided the review does viral. Hence, you should work properly towards maintaining the customer relations.

 

Moreover, a proper customer interaction can also pave ways for positive reviews. The right call centre software can make it easy for you to handle the clients. Moreover, this will have a long-lasting impact on the customer. Hence, if you want to give a significant boost to your business, you need to have a feature-rich call centre software. Some of the most required features include the following:

 

Cloud Connectivity

Call centres are present in different locations hence it is necessary to have a stable hosting connection. This ensures that the business will have a better functioning. If your customer isn’t able to hear you properly due to network issues, it will have a bad impact on the customer. As a result, the call centre software needs to have proper cloud connectivity feature so that you can get all the necessary features.

 

Unified Interface

As a customer service representative, the employee will need to note down all essential data of the customer. Therefore, there shouldn’t be any problem in acquiring information such as payment history, purchase record, and all other essential data. As a result, the call centre software with single interface can allow quick access to all employees. This further contributes towards increasing accuracy and responsiveness.

call centre software

Call Queue Management

Call queue waiting may often leave disappointed customers. However, additional features such as custom music, queue callback and voicemail can eventually help in improving caller experience.

 

Mobile access

Although staying in call centre is necessary, one should not avoid the benefit of providing mobile access. Almost all the businesses are adopting mobile application which helps in bringing about boost in your business. Providing mobile access with call centre software will make it easier for the customer service representatives to handle any kind of emergency.

Benefits of Call Centre Software For Small Businesses

Small businesses and startups often struggle with providing customer service. Most of this problem arises due to the lack of proper call centre software. The initial question must be to understand what benefit this software can bring to your startup even when you have Skype, phone and WhatsApp. One essential thing to note is that the software can play an important role in boosting your entire business.

 

Increases customer traffic in single lead

The small businesses have often struggled with keeping one lead as well. However, most of the customers tend to question, which often may leave you baffled if you fail to respond. Having a call center software can make it easy for executives to respond to the calls, thereby helping you to respond to customer questions quickly. This helps you avoid the risk of losing a customer.

 

Better professional setup

As a small business or a startup, you may have restricted cash flow which allows you to stay limited with your budget. Hence, in such cases, it becomes extremely difficult for your business to access any call centre software. Well, a lot of companies offer hosted packaged call centre software solutions. This is extremely cost-effective, for you do not need to pay any extra for upfront investments. Moreover, this software is compatible with different devices. Hence, for almost zero investment you get professional communication setup.

 

Better interaction

call centre software

Although physical interaction is not possible, face to face interaction is and with the help of call centre software, this has become easier. Most of the internet phones with software such as Yealink terminal allows video and audio chat. This can be easily available on mobile phones as well as desktops. The video chat features also enable conference so at a time, a lot of people can take part in it. Not only customers, but the team members can benefit from this as well.

 

Extracting data

With the call centre software, you can work towards aggregating data, and store it in a CRM. It will further be beneficial for you to analyze and derive intelligence. This will eventually be helpful to bring about a boost in your business.

How to choose the best call centre software?

Call center software has always been a major requirement for the businesses. Nonetheless, choosing the best software can be a daunting task. If you do a bit of research, you will be able to find the software without any doubt. Moreover, if you are in search of a software, make sure to take the following factors into consideration.

 

Type

Based on price, ease of use, security and reliability, there are three different kinds of software. This include:

You should be careful about your business requirements so that you can easily get the software.

 

Features

Once you decide the type of software you want, you should work on the features that it should have. Some of the prominent features of the call center software include:

You should be a little careful while choosing the features. If you have already found out a call center software and they do not have the features, you should look out for a new solution.

 

Flexibility

call centre software

The call center software in today’s time is more flexible than before. With so many browser-based call center software, you can access it from anywhere if there is a strong internet connection. Therefore, with the availability of all the required devices, you can indulge in your job. The transformation of on-premise to browser based software has made it easy for the software to improve flexibility.

 

Ease of use

premium virtual call recorder

The right features of the call center software can boost the flexibility of the business. An easy to use software can do wonders for your business. Whenever you are installing a software for your business, make sure that your team members are able to use it easily. Moreover, you can also conduct a navigation and test for the software. If your team members aren’t comfortable with the software, you should prefer looking for something else.

predictive dialer

Price

Most of the call center software are expensive but they are worth the money too. If you do not get the right call center software for the price is too high, you will need to pay a much higher price when you lose a customer due to poor connectivity of software.

Save time with progressive dialer call centre software

Manually making outgoing calls can be incredibly time-consuming. Those seconds spent pressing buttons, dialling an 11-digit phone number, add up as the hours go by. Then, factor in time spent waiting for someone to answer. Often, those calls are ignored.

Running an efficient call centre seems almost impossible when your outgoing calls are ignored. Is it time to automate?

What is a progressive dialer?

A progressive dialer makes outgoing calls on behalf of your call centre staff.

The progressive dialer automates the process of making outgoing calls. It runs through your existing database, dialling numbers and waiting for responses.

When a call is answered, it will automatically transfer to an agent that’s free to talk. Your customers, or leads, will answer the phone to a human voice.

Why use a progressive dialer?

Using this form of call centre software will save more time than you might imagine. Your employees don’t need to spend time reading numbers from your database or typing them manually. Valuable seconds are saved with each and every call.

The progressive dialer also makes each and every call in the background. Your workers can continue interacting with leads whilst calls are being made elsewhere. Only the calls that are answered will be transferred to a human being, which means that nobody has to sit and listen to unanswered calls ringing out. Again, more time saved.

Agent A makes 200 outgoing calls each day. On an average day, 50% of people will answer their phone. Agent A spends 20 seconds making each call, and waiting for someone to answer. On an average day, Agent A spends more than half an hour on calls that will come to nothing.

If Agent A is just one of 20 call centre agents all working at the same pace, then you’re potentially losing 10 man hours each day. That’s an entire person’s wage going to waste!

With a progressive dialer, those 10 hours a day will be saved.

What happens when someone answers and no call handlers are ready?

call centre software

Perhaps one of the best features of this particular call centre software is that it paces its calls automatically. It matches call centre staff availability, so that calls are only made when there will be people available to answer them. It takes average call times into account so that an agent is always available.