Call Center Software: Definition, Pros, Cons, + Top 5 Features

hey everyone today we're talking about
call center software first we'll explain
what call center software is then we'll
discuss the top five features you should
look for when choosing a provider let's
get right to it
call center software is a virtual
platform that helps you manage calls
optimize business processes and reduce
customer wait times there are three main
types of call center solutions inbound
outbound and blended
inbound call center software focuses on
managing calls that customers and
prospects make to the call center itself
this means business processes like
customer service and technical support
appointment scheduling bill payment and
overall account management
outbound call center software on the
other hand deals with calls your agents
make to prospects and customers
outbound call center software puts more
emphasis on sales customer surveys
fundraising and all things telemarketing
finally blended call center solutions
combine both inbound and outbound call
center management and offer features to
manage more advanced business processes
while call center software features vary
according to provider there are a few
must-haves for every business number one
call recording call recording whether
automatic or on-demand makes it easy to
monitor interactions between callers and
agents ensuring agent efficiency and a
high level of customer service
call recordings help managers identify
standard agents those that need targeted
feedback to improve
and offers insight into the
effectiveness of current training
materials
plus it's always nice to have call
recordings to rely on if a customer
makes a claim or complaint about an
agent number two analytics historical
and real-time kpis are invaluable to
call centers analytics provide
quantifiable insight into the efficiency
of everyday business processes offering
you irrefutable evidence for what's
working and what's not in your call
center
your data lets managers evaluate the
customer experience and understand
exactly how agents spend their time
during the workday key metrics to track
include average hold time average talk
time customer churn rate call
abandonment rates cost per call first
call resolution rates
the percentage of calls sent to
voicemail and more admins can generate
customized or pre-made reports
automatically over a set time period
making it easy to get consistent
feedback and track progress number three
auto dialers
automated outbound dialers improve sales
lead list penetration and cut down on
lost time between calls by eliminating
the need for agents to manually dial
phone numbers power dialers are perhaps
the most popular form of an auto dialer
they automatically queue up the outbound
call right as the agent finishes their
current call helping your team
seamlessly go from one lead to another
agents or admins can adjust dialing
speeds and modes to prevent agent
burnout or speed up list penetration
other auto dialers include predictive
dialers progressive dialers and preview
dialers
all with their own unique use cases
for more information about auto dialers
check out the link in the description
box below number four call monitoring
new agents won't always get it right the
first time which is why call monitoring
is so useful the ability to listen in on
live calls streamlines the new employee
training process helping them to avoid
common mistakes and letting managers
know where assistance is needed
it also helps managers understand where
unsuccessful calls went wrong even if
monitoring more experienced agents
most solutions have a call whisper
feature that lets you give the agent
real-time advice without the customer
hearing your tips and tricks and if the
call really isn't going well the call
barge feature lets the manager step in
and completely take over the call
potentially saving the customer
relationship or sale number five
interactive voice response finally
interactive voice response or ivr is a
self-service feature that connects
callers to the right department or agent
as quickly as possible without them
having to dial and redial multiple phone
numbers when an inbound call is received
a pre-recorded call menu automatically
plays callers then follow the call
menu's voice prompts entering their call
responses through the dial pad think
press one for customer service or by
speaking their own answers into the
phone in addition to cutting down the
wait times ivrs often eliminate the need
for a caller to speak to a live agent
leaving your team members free to work
on bigger issues ivrs also make it
easier for agents to assist callers if
they do need to connect one-on-one
because agents can review the
information from the ivr system before
they jump in on the call this way
they'll know why the customer is calling
and what kind of assistance they need if
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media so people know auto dialers and
ivr menus aren't there to annoy them but
rather to make sure they get the help
they need as fast as possible
till next time this is nate from get
voip
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