Cloud has made it a lot easier for the call centers to create the best possible environment for customer service. The idea is to keep the focus on customers intact. The back bone of a virtual call center environment is the call center software that is used.
The call center software should be well chosen as the overall productivity depends on the features that software has. For specific purposes, there are corresponding specific features and it solely depends on the user and the scheme of the business, which of the features to go for.
Customer- agent conversation depends on the fact that how well the customers are understood by the service provider and how effectively they are handled for the customer service. At this point, the features of the call center software play a big role. To keep the customer focus intact, it becomes really necessary to choose the call center software features efficiently.
Let’s look at some features that a call center software should have, unquestionably.
1. Distribution Of Call Volume
The number of customers is increasing at an alarming rate and for the same reason more number of customers are opting for online premises for transaction and purchase.
Customers are also taking help from the agents to reach at their final decision and because of that more number of customers are speaking with the agents for consultation. This has led to a voluminous increase in the number of calls.
So the automatic call distribution of the call center software makes the bulk of the customer calls distributed well methodically and this way load of the calls can be managed, smoothly.
2. Self Help Tools For The Customers
A customer approaching the customer care is just looking for a solution and a proper value given to his time. And anything that saves his time makes his experience fall in the satisfactory premise of the customer experience.
The self help features in the call center software works productively to save the time of customers. They also save the efforts from the customer’s side to make the agent understand the issue and further get a solution for the same.
Also, the call center software helps the customer to route the calls to the respective departments with the help of an IVR system (Interactive Voice Response). The significance of the call center software is to reduce the steps for the customer who is seeking a suitable solution.
3. Features to Prioritize Agent Skills
If a customer is led to the right destination immediately then this saves a lot of time of both the parties as the customer gets an immediate and appropriate solution and the expertise of the agent is utilized, meaningfully.
So routing the calls on the basis of agent skills expedites, the process of customer service. The idea is, for a specific problem, the customer should be led to an expert agent who has that expertise for the corresponding issue of the customer.
4. Real Time Reporting
The real-time reporting is necessary to measure the productivity of the call center and it also helps to get the best out of the agents. The statistical data gives concrete metrics about the way the call center is functioning.
For a call center manager, this data is essential to bring out some meaningful changes that could make the scenario more result oriented for the customers as well as the call center managers.
In the same way, a call center software always has the customer data handy for the agents and that further makes the conversation customer centric and comprises the points of the customer’s intent.
5. Integrated CRM And Other Tools
CRM (Customer Relationship Management) is an unavoidable aspect when it comes to dealing with the customers. So an integrated CRM in the call center software ensures that your business is not going to miss out on a single promising lead.
With CRM integration, the agent has all the previous conversation history and the customer doesn’t have to explain everything every time when he looks for some support.
Understand Your Needs To Get a Better Software
There are various features that a call center software can have but which ones are the most suitable for you, this totally depends on the type of business and the communication needs of the customers.
The above-mentioned attributes are just a few essential features but this priority may differ for different individuals, depending on the type of business. So the first thing first is to identify your needs and then make a decision for a suitable call center software.