When a lot of people these days think about customer support, they may imagine submitting a help ticket or going to a company’s website to live chat with a representative. However, there are still more traditional ways of getting a hold of a company. Call centers are still extremely popular because many customers like talking to a person over the phone and getting immediate answers. Of course, they’re also great for ringing up a potential lead. If your company uses call centers for these reasons, you should also know that you can now leverage software to get an even better result from your efforts.
Call center software is simply a means of combining the reliability of a call center with the types of benefits today’s newest software can provide. Simply because call centers have been around for decades doesn’t mean they need to be stuck in time. Countless companies have used call center software to get better results from speaking with customers over the phone.
One thing call center software does is help handle incoming traffic. If a bottleneck forms, customers can be waiting on the line for a long time. Obviously, this isn’t going to look good for your company, especially if the calls involve complaints. So, it would only make matters worse if they were on hold simply because there was no resource for organizing how calls were processed.
Software focused on your call center can do this though. You can even program it to find out what a customer is calling about and then getting that line routed to the professional who will be best able to assist them. Not only does this help clear out congestion, it makes for happier customers too.
Giving your call center even more of an advantage is software that provides your professionals a profile of who’s calling long before they ever pick up the phone. Whether they’re calling to complain, to inquire or to buy, your staff will be ready with all kinds of relevant information that will help prepare them for the call and know what to say during the ensuing conversation. Of course, if they feel they’re unprepared for a certain caller, they now have ample time to seek help instead of walking into a situation they won’t perform well in.
It also takes care of plenty of traditional features you wouldn’t want to give up. Things like putting a call on hold, transferring it or even setting up a conference call are all left intact by this type of software.
Now that you have a better idea of what call center software can do, let’s take a look at your options. There are five characteristics that are especially important when it comes to picking out this type of software.
Interface is always an important trait of software, but this can often be especially true when we’re talking about the kind used in call centers. Depending on your operation, you may see a lot of part-time workers or high turnover. Either way, employees won’t have a lot of time to get trained in on how to make sense of an overly-complicated interface. Always give points to the kinds that are most user-friendly.
Second, provided the usability is there, you should look for software that gives you as many features as possible. Consider the kinds we mentioned above. Those alone could give you a huge advantage when it comes to dealing with customers and sales-leads over the phone. The ability to easily review prior call center comments about an individual, immediate synchronization of notes and other options are also available.
Third, make sure your chosen call center software will work well with the other platforms you use if this is important. Many versions dovetail nicely with various forms of popular platforms so the information from your calls can be transferred to other resources and vice versa.
Fourth, more and more the cloud is becoming a central part of the way companies do business. You may not think it’s necessary for a call center, but if you have employees who work remotely, it’s essential. Plus, having a cloud-based application means you can review important information without being in the center yourself.
Finally, consider scalability. If your call center needs to grow or shrink, will your software be able to change with it? Costs are important to think about here too.
Call centers are as relevant now as they ever were. To keep yours that way, leverage call center software so people on both sides of the phone stay happy.
The following articles & resources are available for Call Center software
Needless to say, moving your call center operations to the cloud, when done properly, can equate to huge time and cost savings, increased workforce productivity, and stellar customer satisfaction rat... More
The Cloudswave Awards is a seasonal ranking of the Top 10 business applications across several categories.
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