When it comes to managing calls and managing customer queries, there is no greater ally than call center software. Call center software has become a necessity for all businesses looking to efficiently and cost-effectively manage calls from customers. Even if you’re not a software user yourself, the average business understands the importance of call center software.
Apart from being a vital tool for efficient call management, call center software makes the software user’s life easy. From the ability to automate routine tasks to search-based call routing, call center software features to have something for everyone.
In this article, we list 5 features that you should look for in the best call center software so as to choose the right solution for your business.
1. Real-time Call Analytics
A call center software should have the ability to provide real-time analytics for your business. The data that a call center software provides can be used to track how many calls are coming in, which agents are taking the most calls, and how efficiently they are doing their job. This information can help customer service representatives and supervisors decide what changes need to be made in order to improve your business’s efficiency.
2. Easy Contact Management
The contact management feature allows you to manage contacts and track their progress through your business. This enables you to proactively reach out to customers and ensure that the customer experience remains top-notch. The contact management feature also allows you to create a database of contacts, organize them into groups or departments, perform automated follow-ups, and more.
3. Unified Communications
To get the best possible experience, your call center software should have a unified communications system. Unified communications systems are software programs that can integrate with your current phone system and allow for automatic transfers to voicemail. The seamless integration between the call center software and your existing telephone system leads to a seamless customer service experience.
The user’s ease of communication with agents is another important feature that you should look for. This feature makes it easy for agents and customer service representatives to share relevant information with each other, which ultimately helps improve productivity.
4. Easy Call Management
Another thing that you should look out for in the best call center software is the ease of use. You want a call center software that allows you to manage calls with maximum efficiency and minimum effort. For example, the most common features of a good call center software are automated routing, call recording, and phone auto-attendant.
Automated routing makes it easy for your agents to set up the right task for incoming calls so that they can respond accordingly. Though not all call centers have this feature, it’s something you should always look out for when choosing a call center software.
With call recording, you are able to record every conversation with your customer. This helps in the case of disputes or when you need to retrieve information from a specific conversation. Recordings are also useful for training purposes and for analyzing how your employees handle calls.
The last feature mentioned is phone auto-attendant which helps reduce manual handling of incoming calls by letting your agents take care of these tasks automatically.
5. Automated Dialing
Automated dialing is a feature that any call center software worth its salt should have. It basically automates what a human operator would do when receiving calls on the phone.
Automated dialing can be done in two ways: by using voice recognition and by using predictive text. Voice recognition allows users to dictate the name of the person or company they want to contact and send it through a system that will then search for them across all company databases, including e-mails and social media profiles.
Compared to voice recognition, predictive text is usually easier for an operator because it doesn’t require them to talk out loud into their computer as they speak their name or company name.
Final Thoughts on Finding the Best Call Center Software
It’s no longer enough to just have an excellent customer service department. With the rise of digital transformation and customer-centricity, businesses have to have an excellent call center as well. The best call center software will give your team access to the features they need to quickly handle customer queries, resolve their issues, and become a loyal brand for your customers.
