Importance of Calling Software for Call Center
In today’s digital era of social media, live chat, email and other omnichannel platforms, most customers still prefer phone support to resolve customer service issues. Although phone support is an effective way to resolve your customers’ concerns, it is also the least cost-effective and time-consuming customer service channel. Calling Software for Call Center can enable you to offer great service over the phone and allow your sales and marketing teams to perform their best. It empowers your agents to route customer calls to the right agents and manage omnichannel communication effectively.
What is a Call Center Software?
You can use call center software to monitor, track and route customer phone calls to provide an efficient customer service experience. Call centers utilize the potential of this tool to manage customer requests that need immediate action. This technology streamlines your routine call center processes and allows you to get the best out of your sales and marketing teams. The latest calling software uses VoIP technology to initiate high-quality calls over the Internet without bulky hardware and costly infrastructure. The latest technology also provides convenience for the customers by intelligently distributing customer calls considering the workload of departments.
Essential Features to Consider for Call Center Software
1. Call Routing
Do you ever analyze whether your customers instantly get connected to the right person or not? Long holds or wait times can make your customers frustrated and disappointed. The call routing feature reduces the burden on your agents. You can automate call routing through call center software and provide customers with the option to select the relevant department after listening options.
2. Cloud-Based Calling
At present, call centers are using cloud technology or VoIP solution that work through the internet connection instead of phone lines. This technology is cheaper to use and install than bulky hardware or expensive phone lines. Additionally, your agents can place calls from anywhere in the world through an internet connection using any device.
3. Interactive Voice Response
It is like an automated chatbot or a digital recipient to manage incoming calls. Companies can open their customer service round-the-clock through IVR. It offers a digital menu to callers and guides them through self-service options to resolve general queries without the intervention of a human agent. Customers can resolve their issues quickly with this technology while your agents also have to handle less number of calls.
4. Automatic Call Distribution
This feature works like IVR but it automatically routes customer calls to the appropriate agents. For instance, when a customer calls your business to buy a product, they have to follow the prerecorded voice asking them to press ‘1’ for technical support, ‘2’ for sales and more. After a customer presses ‘2’, the call transfers to the available sales representative instead of the customer support agent. This reduces your customers’ wait and hold times, and increases their satisfaction level.
What’s More to Expect From Call Center Solutions
5. Integration with CRM System
It is hard for customers to keep repeating their issues to the sales representatives or remind them about their previous interactions. Your agents can provide more personalized support after understanding the customer’s issues from past interactions. Learning how the integration of call center software with other systems like CRM can help to enhance the potential of your agents.
6. Omnichannel Communication
A calling software for a call center is not only about offering communication service through phone calls. Rather, you can also connect with your customers through various other communication channels like social media or live etc. Your call center integration with other communication channels increases your customer satisfaction level. Moreover, call center software allows you to view your customer interaction from all platforms in a unified place.
7. Call Monitoring & Recording
This feature of calling software for call centers allows the administration to monitor and record their customer and agent interactions. They can use this data later for quality assurance or training purposes. Your manager can also guide agents during complex interactions through call whispering without knowing the caller.
8. Call Analytics & Reporting
Having access to call center analytics is important for the success of your customer support teams. These insights enable you to judge your customer satisfaction level, number of inbound and outbound calls, hold times, your agent’s performance, number of missed calls, and more. This feature is useful to identify gaps in customer service and the need for training opportunities.
Significance of Call Center Solutions for Your Business
Businesses having experienced customer support teams also need call center software to enhance the efficiency of their calls-related processes. With CherryBerry UCM calling software, your agents can easily track customer information and quickly move from one call to the other. Likewise, managers can monitor their employees, analyze data and monitor key performance indicators.
1. Support Remote Work
Call center software is cloud or VoIP-based so businesses do not need to invest in bulky phone systems for their support service team. Instead, your team can go live and work virtually using any device through a strong internet connection. Your internal teams can efficiently collaborate with remote teams to stay on the same page. Meanwhile, your remote team can use all the features of calling software available to your in-house team of agents.
2. Service Callers Efficiently
To meet the growing expectations of customers, call centers should provide quick responses to their customers’ queries. By answering each call immediately, your agents can exceed customer expectations and enhance their satisfaction level. This level of quality is possible with call center software equipped with call routing, auto-dialers, automatic call distribution and interactive voice response features. It is an effective way to reduce the burden on your sales and marketing teams and help your callers resolve issues quickly.
Modern tech-savvy customers expect excellent customer service on all communication channels though most prefer to communicate through call. Call centers can enhance the efficiency of their support teams and offer customers the convenience they expect from your services through the right Calling Software for Call Center. We, at CherryBerry UCM, provide you with technology that offers a better experience for your customers and your frontline agents. Contact our experts today to provide the best possible customer service experience.