Customers often prioritize phone(call center) support when accessing customer service, even in today’s digital world. The urgency and familiarity of talking on the phone with absolute human building trust between customers and customer service agents. But for many growing companies, managing phone support can be a big challenge. While this is often a great way to help customers, it is also the most time-consuming, least cost-effective, and most challenging support channel to measure.
If you want to provide excellent phone support to customers, you will need productive call center software that allows your service group to do their best work. Customers would wait on hold without this software while agents struggled to answer questions. Supervisors will not manage the chaos as they have no idea about call volume or trends. The best call center software courses call appropriate agents, provide additional context to employees, and help management execute an all-channel strategy.
Thus, choosing the right equipment to build your call center is essential whether you are a team of ten or a few hundred. This post breaks down the standard features of call center software and the best call center software options available this year.
Call Center Software Features:
Choosing the best call center software depends on the specific requirements. Each tool has its advantages and disadvantages, depending on how it is planned to be used. To understand which tool is right, you should look at your top choices from the list of features you want. Below are some features you can consider in your search.
- Multiple Channels:
You probably support your customers through various communication techniques if you’re looking for call center software (such as email, social media, or live sessions). It’s critical to assess how well your new call center software will connect with your other communication channels.
Ideally, incoming calls should be logged at your service desk, which will allow agencies to track via email. This feature will allow everyone to see the context of past customer interactions — regardless of the channel they’re on. As a result, you’ll build a consistent customer experience no matter which channel the conversation starts with.
- Call Routing:
How quickly do customers connect to the right person when customers call your team?
Whether your software offers automatic call routing or requires customers to select a department after listening to a set of options, it’s crucial to understand how your call routing will work. Many systems are complicated to update quickly—so try setting up and changing your workflow during your trial period to ensure you’re not stuck with one configuration.
- CRM Integration for Customer Context:
Customers find it frustrating to repeat their problem to different support representatives and summarize their past interactions. But when agents have more context about a customer’s call, they can provide more effective assistance. They can quickly reference past customer interactions, preventing customers from repeating themselves. Agents can see trends in product usage and take steps to ensure that the customer does not need to reach out about the same issue again.
Many call center tools provide context through CTI (Computer-Telephony Integration) pop-ups that identify a customer through their phone number and information on past interactions via a browser. Understanding how the software you are evaluating integrates with log calls and other systems is critical to provide enough context for your agents to be helpful.
- Cloud-Based Calling:
Call centers operating on cloud networks will need a cloud-based calling system to align with their online database. A cloud-based calling system, or Voice over Internet Protocol (VoIP), is a phone system that runs through the internet web instead of a phone line. While a third-party provider usually provides this service, it is generally cheaper to set up and maintain than a regular landline. VoIP does not require on-premises hardware, which removes the maintenance and infrastructure costs typical of traditional phone lines.
Running a call center requires managers to keep a finger on the pulse of call center metrics such as call trends, agent efficiency, and incoming call volume. It’s impossible to manage scheduling and plan for the future without knowing how your team handles fluctuations in traffic. Reporting can identify common issues customers are calling about, demonstrate gaps in your support coverage, and highlight potential training opportunities.
- Outgoing Calls:
Inbound customer service isn’t the only use for call center software. If you provide proactive customer assistance alternatives, agencies may need to make outbound calls. Similarly, sales teams can call prospects using your call center software. Look for software that offers an automatic dialer and easy-to-use call tracking facilities to keep your CRM up to date if your contact center also requires agents or sales teams to make outgoing calls.
- Usage Pricing:
Take a look at the software’s pricing per phone call or use. Depending on how your chosen software assigns your phone number, you may be charged more than expected for each minute on the phone. Before committing to any new phone line, confirm what the package includes and how much each call and minute costs.
- Interactive Voice Response:
An interactive voice feedback feature will allow your customers to speak with an automated system before reaching your support team. Your customer may not enjoy talking to the machine, but they can get some of their issues resolved through this option or provide necessary information that will allow your team to serve them better.
The IVR feature will automatically help your team manage call volumes and collect relevant information from the customer. When the customer turns to a human, all the information they need is already available to the representative, and the customer won’t have to repeat himself.
- Call Scripting:
If you handle high-volume calls related to similar issues, you may want to consider call center software that provides a call scripting facility. The call script selects specific keywords in the customer’s email and provides troubleshooting instructions based on a standard reply like a chatbot. You should look at the script history and personalize your response to the customer.
A call scripting feature can also come in handy as it can allow you to create standard scripts that all your agents can use. That way, the customer has a similar experience, regardless of the agent they reach out to.
- Escalation Management:
You’ll be able to handle the escalation process for immediate customer support concerns with the finest call center software. When consumers are in contact with a problem, they must contact the proper department at each process level. The call center software should allow your agents to reduce difficulties by providing you with coupons, discounts, or reimbursements via the program, particularly during that single conversation.
The contemporary client wants top-notch service across all channels, including live chat, email, and phone. However, if these channels are on distinct software platforms that don’t communicate with one another, this might overload your support crew. Instead, your staff can combine their omnichannel support efforts into one tool using call center software, resulting in a pleasing experience for both the customer and your frontline personnel.