What is a Call Management Service? Features, Benefits & More
Importance of Call Management Service
No doubt, customer experience can make your business a success story or can turn it out to be an unsuccessful venture. So why not provide your customer with excellent service that can make your and their world a lot better? You may wonder how it can be possible but a specialized Call Management Service can enable you to manage incoming and outgoing calls efficiently. Businesses can handle their inbound and outbound calls through interactive voice response, call routing and team management, all depending on your call management strategy. Through a call management system, you can help your teams manage high call volume efficiently. Let’s learn more about the significant features and benefits of a call management system.
Important Feature of Call Center Software to Pay Attention
1. Call Recording & Transcription
It is a very important feature as it allows companies to review a call for quality assurance or training purposes. They can show it to new hires to let them understand how experienced agents manage complex customer calls. Likewise, the administration can also access the real-time transcription of inbound and outbound call conversations. It means call center administration can monitor and track their agent and call center performance.
2. Call Monitoring & Tracking
This functionality allows the manager to listen to agent calls handling the interaction and talk with the agent directly during call for assistance without knowing the customer. Sentiment analysis allows agents to analyze the sentiment of the person on call while the supervisor can also provide help by predicting the mode of the caller. This enables your agents to manage complex interactions efficiently.
3. CRM Integration
The integration of customer relationship management software with call management technology streamlines workflows. This integration maximizes the efficiency of your call center agents as they can access their caller information and provide personalized interaction.
4. Call Transfer
Although you have the latest tools and systems, a call can go to an irrelevant agent and you may need to transfer to the most relevant one. The innovative call transfer feature empowers your agent to transfer the caller on the phone to the appropriate department or agent to improve customer experience.
Benefits of Call Management System
1. Provide Better Customer Service
Almost all customers dislike waiting on hold but companies can manage incoming calls efficiently by routing calls to the relevant department or person. It is a good solution to reduce hold times and ensure quality services for the person on call.
2. Cost-Effective Solution
Customer calls take a lot of agent time. The more your agents will route the calls to the relevant agents, the more quickly they can manage customer queries. In case your customer calls have to be transferred again and again, it will lead to an unpleasant experience for them, waste your agent’s time and increase the costs of the call center. For that reason, a call routing feature is very important.
3. Better Staff Management
A call management service offers the insight necessary to make data-driven staff management decisions. Call management software ensures your customers may not be stuck in long hold queues and are routed to the right agent quickly. Call center managers can analyze who is going well and which staff members need some sort of support.
Final Thoughts
Whether you are a startup company or an experienced one, call management systems can help you in efficient management of your routine call processes. Collaborate with Cherry Berry UCM, a reliable Call Management Service to ensure unified communication all across your business and manage your inbound and outbound calls efficiently.
