Many customers still prefer to call customer support reps when they need to have their issues resolved quickly. Thus, if you want to provide outstanding customer service for your customers, building a virtual call center is a great way to get started.
Setting up and maintaining your own contact hub is easier than you think (if you get help from some of the best-rated call center tools on the market.) Using top call center software can help you streamline your operations and take the chaos out of your phone support efforts for good. Even though a piece of free call logging software for your help desk might be slightly more difficult to find, but it’s definitely worth it if you can find one that suits your business needs.
Now, let’s take a look at why call center software is important to use, and how you can make the most of it, regardless of choosing a paid or a free automated calling system.
Back in the day, only large companies could afford to have their own call centers. However, with the rise of cloud-based solutions and automated calling systems, this is no longer the case. Thanks to call center software, you can now set up your own virtual call center without any complicated installations, hardware, or the need for local storage space. How is this possible?
Essentially, call center software is a dedicated solution that allows agents to make and receive calls, as well as access necessary information and caller history to improve the overall customer experience. It’s typically a cloud-based tool that integrates with existing telephones and other applications (CRM, ticketing) that are crucial for the businesses day to day operations.
The most popular use of call center systems is for offering support (even though it’s not the only reason for implementing such solutions.) If your agents have to deal with a lot of phone conversations, then they need a powerful system to assist them. This is where a piece of top call center software comes in handy, allowing your team to organize and manage all aspects of inbound and outbound phone interactions.
By using this kind of software, your agents can store important details, contact information, and customer history in one place, and also make good use of the available data. We will get to the benefits of using this type of solution later on, but for now let’s focus on how a call center software works.
As already mentioned, call center software – free or paid, is an important part of any contact hub. In many cases, it simply provides an integration with a VoIP provider: a powerful solution that uses the Internet (instead of a landline connection) to make and receive calls.
Then, for a VoIP system to function properly, it has to be able to leverage a virtual private branch exchange (PBX). This works as a switch station for telephone systems and makes it possible to route calls between users or outside your organization. In short, software providers can easily set this up, in exchange for a monthly fee.
It may not seem like it at first, but software like this essential if you have a large customer support team and manage a lot of calls on a daily basis. Thus, you should precisely review what services and features are included in the call center system that you’re considering, especially if you’re opting for a piece of free automated calling software.
In most cases, when implementing a call center tool, all you have to do is to choose a VoIP provider, connect agent devices, and start answering calls. It’s as simple as that.
Nevertheless, you still have to choose between a simple call center tool that can be integrated with other solutions, or an omnichannel support solution that has a call center functionality. In order to understand the difference, let’s take a look at some various types of call center software – both free and paid.
It shouldn’t come as a surprise that there are different types of call center solutions available on the market.
First, we must acknowledge the difference between on-premise call centers and virtual systems. As the name suggests, everything in an on-premises call center is located “on the premises” – be it software, hardware, servers, and even the customer support team. Virtual call centers, on the other hand, leverage VoIP and cloud-based solutions to let you run your call center from literally anywhere in the world.
Nowadays, call centers are often categorized as:
Not every call center tool has the same features. Moreover, software providers also have different pricing options, including free call center software plans, depending on your needs. It’s important to realize that different solutions come with different features and limitations and that it’s up to you to choose the best calling software for your needs. In order to make an informed choice, you might want to research all of the available options first.
With free call center systems, you can still easily dial and answer all your calls, including internal calls between agents. Additional features such as call recording and routing will vary, or be subject to certain limitations. For example, a piece of free call logging software for your helpdesk can help you store information about your callers, however, there may be a limited ticket search history or a limited number of phone numbers that you can utilize within the software. If you’re interested in using more advanced features or having no limits then you should look into paid plans instead.
In contrast to free automated calling software, paid systems are a better fit for larger companies that handle a lot of calls and strive to offer outstanding customer support both over the phone and across other channels. There’s a variety of solutions to choose from, and they aren’t necessarily all particularly pricey. Simply consider all your needs, test out at least a few different tools with free trial periods, and take into account all of the pros & cons that you can identify.
Don’t worry if your budget doesn’t cover the cost of using the best-ranked call center software. Top call center tools come in different shapes and sizes, and there’s still a lot you can do with a piece of free call logging software for helpdesk. So what are the advantages of using free call center software?
Make no mistake: getting the most out of a piece of call center logging software for helpdesk doesn’t just come down to choosing the right one. There are other things you can do to get the most out of the tool, regardless of it paid or free call center software.
When you’re deciding if you should invest in paid or free automated calling systems, you should take into account your current business needs, plans for the future, and all of the available options. When narrowing down your choices and testing out different call center solutions, consider the following:
By answering these questions, you will gain a pretty good understanding of your needs and move a step closer to making the right choice for your business.
Don’t worry if you can’t afford the best-rated call center software just yet. There’s no harm in choosing free call center software first– there are many reliable service providers out there. As a matter of fact: many companies do opt for free solutions, especially if they’re starting out or just don’t have the budget for advanced solutions. Using a piece of free call logging software for helpdesk is a good way to put a particular call center tool to the test to see whether it’s a good fit for your business. After all, you can upgrade anytime if your business needs change.
In short, we recommend thinking about your requirements, narrowing down your choices, and testing out at least a few free call center tools to see what works best for your business. Once you do all of this, you should be able to decide more whether you should invest in a paid version, or stick to the free tools, such as LiveAgent.
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