Call center software is crucial since consumers still prefer to contact businesses by phone. Contact center software, packed with useful features, is an essential part of both small and large businesses. We will examine some of the best features of call center software in this blog.
What Is Call Center Software?
Call center software is a technology that facilitates smooth customer communications for enterprises. A call center’s primary goal is to provide phone support and maximize outbound calls.
Every day, contact centers and call centers deal with a massive amount of calls. It’s not simple to handle a huge volume of incoming and outgoing calls.
Agents must keep an eye on their sales goals and cannot afford to leave clients unattended. This necessitates a solution that aids agents in streamlining tasks and preserving a satisfying client experience. In addition to handling incoming and outgoing calls, the finest call center management software has a number of features that streamline processes and track performance. We’ll walk you through the most important characteristics of call center software in the following section.
Call Center Software features include:
1. Calling capabilities
Phone calls rank as the second most popular customer support workflow tools like Controlio, according to a Salesforce survey. You can provide excellent consumer phone assistance with contact center software features.
Some of the sophisticated calling features are as follows:
A) Recording calls
High-quality call recordings are available for examination at a later time. With the correct credentials, staff members can access recordings stored in the cloud from any place.
Together with their agents, managers may troubleshoot and fix problems.
B) Barging calls
A third party can join a call using this feature without the call being transferred or ended. It aids in the training of new employees because a superior can “barge in” and correct a rookie’s error.
C) The Call Line
You can use this tool to put a lot of calls on hold when your representatives are busy or unavailable. It guarantees that no incoming calls are lost.
Businesses gain from call queuing because it allows them to effectively route calls to employees without compromising callers’ availability.
2. The system for routing calls
When agents are managing high call volumes, it can be simple for calls to be dropped or for clients to get lost.
Automatic call routing, a feature of call center phone systems, can assist you in resolving this issue by automatically connecting each incoming call to the appropriate agent.
A) Distributor of Automatic Contact
With the help of this tool, you can automatically assign calls to agents according to a variety of parameters, including call type and level of competence.
An agent from the technical support department would be contacted, for instance, if a customer called for assistance.
For a more individualized experience, it also offers customized routing, which routes calls from a certain caller to the same agent each time.
3. Dialers
Even though incoming calls are crucial, your agents may occasionally have to make calls themselves. This might be done to try to convert leads or to follow up with a customer.
By automatically dialing the next number on a contact list when a call is completed, automated dialers such as preview, power, and predictive dialers improve marketing campaigns.
This lets agents go through their contact databases more quickly and saves time wasted on manual calling.
4. Cooperation
Individual agents are less likely to encounter problems they can’t manage if you let your teams collaborate and communicate with each other. Features of call center phone systems that facilitate cooperation, quality control, and monitoring include file sharing, screen sharing, screen recording, and more.
Here are a few sophisticated features for collaboration:
A) Making a Conference Call
This feature enables many callers to simultaneously join a single call using VoIP phones or softphones. It is helpful for meetings and business conversations.
B) Internal Conversation
Real-time departmental and support representative collaboration is made possible by this feature. Your clients won’t have to repeat themselves to multiple employees as a result.
5. Phone System
It’s important to make sure your phone system has all the tools your agents need to do their duties efficiently and with ease.
Some of the top characteristics to look for in call center phone systems are as follows:
A) Dialing Directly Inward (DID)
DID is one of the contact center software capabilities that allows a caller to reach a PBX extension directly. They are useful for companies that pair clients with particular representatives.
In a nutshell, DIDs let customers phone employees without knowing their extension.
B) Music Paused
A service known as “music on hold” plays music for the client while their call is on hold. It’s a great chance to let a client know that their call will be addressed shortly and to incorporate pertinent company announcements.
C) Numbers without tolls
Your callers can dial these numbers and won’t be charged. They have unique area codes consisting of three digits, such as 882, 855, or 899. With the reputation of an 800-number, toll-free numbers allow a small business to look larger and more dependable.
D) Telephones
A softphone is a device that links a computer or smartphone to a virtual phone system. Rich functionality that is typically unavailable with the traditional phone network is provided by a top-notch VoIP softphone.
E) Additions
Customers can call the appropriate agents immediately thanks to this functionality. Key accounts have priority access to a reliable support person through an extension dialing number change.
