In today’s marketplace, where competition is fierce, every business understands the importance of offering the best possible customer experience. The expectations of today’s customers have grown tremendously from the brands that they use. Today’s customers expect quick answers to their calls from the customer support team, they want to get the resolution of their queries from their choice of channel, they want self-service options, and much more.
Implementing call center software is perhaps the best way to meet all these expectations and increase customer satisfaction rates. This technology can be used to provide fruitful conversation between the agents and customers by automating call routing to the most appropriate agent.
Nowadays, multi-tenant call center software is a preferred choice of several companies. It is a system where a single package application can be used to cater to multiple customers. The multi-tenant outbound call center software lets users establish different tenants where one tenant cannot have access to the configurations or data of other tenants. Only the admin can manage the tenants through the admin portal.
How to choose the best call center solution?
Customers prefer brands that they can trust and one of the best ways for businesses to generate trust factor is to provide superior customer service. Implementing call center software is undoubtedly the most reliable and exceptional way of delivering exceptional customer service.
However, choosing the right call center system can be quite an overwhelming process. Businesses need to consider several factors before choosing one. Some of the key factors that can’t be ignored include budget, the kind of features required in the software, scope of expanding business operations, and many more.
Features and Benefits of Call Center System
Some of the key features and benefits of a call center system include:
- Call Routing: Call center system can be used to automate the flow of incoming and outgoing calls. When a customer contacts the call center service department, the system routes the call to the most appropriate agent based on the key requirements of the customer.
- IVR System: IVR or Interactive Voice Response System is the key feature of call center software. When a customer calls the support team, the IVR system is used to greet the caller using pre-recorded messages. Customers are then provided with self-service options like the language they want to choose, access to common information related to the company, and the options related to their queries. Using this feature either customers get a satisfactory answer to their queries or their call gets transferred to the right department or call center agent for further assistance. This feature helps to lessen the wait times for customers as well as frees agents to handle other important queries of the customers.
- Real-Time Insight: Using the software system, the supervisors or the managers can track the performance of the call center agents or the whole process by getting real-time insights of the incoming as well as outgoing calls. For instance, supervisors can monitor a live call-in in real-time and listen to the conversation between the agent and the customer to know how agents are handling the customer’s queries and what improvements can be made (if required) to increase customer satisfaction.
- Call Barging: Another important feature or we can say the benefit of a call center system is the call barging. This feature is mostly used for training purposes. A call monitoring system can be used to determine the need for training. It allows experienced agents, managers, or supervisors to guide new agents on how to handle a call, what to talk and how to resolve the common issues.
- Easy Integration: Most call center systems can be integrated directly with CRM (Customer Relationship Management). This integration is very helpful for the agents in handling the customer’s queries. How? Well, when an existing customer initiates a call, the CRM technology instantly recognizes the customer’s data and automatically gives the agents access to the customer’s details and history. It helps agents to provide a quick and efficient resolution of customer’s queries and other relevant information while on the call.
So these are some of the important features and benefits that call center software can offer. Now it comes to decide the type of call center system. There are basically two types of call center systems:
- On-premises call center system: As the name suggests, an on-premise call center system is operated through the in-house servers of a company. On-premises call center systems to allow companies to have complete control of the software as they need to take care of all the updates and maintenance work. Moreover, the system uses local phone lines to handle incoming and outgoing calls.
- Cloud-based call center system: Another most popular type of call center system is the cloud-based call center system. It is quite a popular option for today’s businesses as it provides them more flexibility and frees them from the maintenance and update works. The system is the best choice for companies that prefer a remote workforce. Moreover, it requires a stable internet connection for carrying out call center operations.
Selecting call center software is perhaps one of the key investments that companies make to enhance customer satisfaction and bring in more business. Depending upon the key requirements, features that they would like to have, and the goal of the business, companies must decide the best suitable call center system for them that can make their whole working system more smooth and efficient.