What is Call Center Software?
Call center software is a telecommunication solution that encompasses a broad range of dedicated features specifically tailored for either inbound or outbound call center operations. This software equips call center managers and agents with critical tools that enhance call center efficiency by enabling receiving of large volumes of calls, routing callers and ensuring customers and clients are served in the shortest time possible over the phone.
Try Our PlansCall center operations have evolved with telecommunication advancements. Phone banks have conventionally been connected to a computer called an Automatic Caller Distributor that is responsible for directing calls. Though this hasn’t totally changed, contact centers have evolved from the traditional setting consisting of rows of telephone operators answering phone calls to use of multi-lingual voice recognition cloud-based software that connects customers to call center agents anywhere in the world by matching needs and skills. Opening up new paths of communication is easy with virtual call center software while at the same time empowering call centers and agents with tools and technology necessary to maintain high levels of efficiency and service.
Call center technology is now commonly referred to as contact center software. It is now cloud based therefore as opposed to physically connecting to the ACD, the virtual call center software now connects through the internet to the provider’s data centers. The service provider is now tasked with maintaining the hardware and updating the software so the contact center can focus on its core business. All that is needed is an internet connection, a call center software provider and a physical or web-based phone connection. With the current call center software, contact centers are equipped with a wide array of features and applications that make emailing, video communications and live web chats possible, therefore enabling contact centers to utilize every mode of communication.
8 Benefits of Call Center Software Solutions for any Contact Center:
Boosts Productivity
Call center software offers features like real-time monitoring, time-based routing, and a user-friendly interface to enhance efficiency and productivity in call center operations.
Increased Security
Advanced security features protect sensitive data with cloud backups and robust protocols, reducing the risk of data loss and shifting responsibility to providers.
Flexibility
Adapt to changing needs with scalable call center software. Customize solutions according to team size and operational goals to maximize efficiency.
Reduced Costs
Virtual call center software eliminates the need for expensive hardware, cutting down operational and maintenance costs significantly.
Improved CRM
Integrate call center software with CRM to track performance and add new customers seamlessly, enhancing customer relationship management.
Social Media Integration
Monitor and manage social media interactions alongside traditional channels to enhance customer engagement and prioritize key interactions.
Custom Distribution Rules
Automatically route calls based on metrics like success rate, call length, and agent skills, ensuring customers are consistently connected to the right person.
Great Customer Experience
Supervisors can monitor and intervene during calls without the customer’s knowledge, ensuring seamless support from knowledgeable agents.
What to look for in Call Center Software Providers:
Service Reliability & Uptime
Ensure your call center software has at least 99.99% reliability to minimize downtime. Geographically redundant hosted solutions can increase uptime to 99.999%.
User-Friendly Software
Simplicity is key. The software should have an intuitive admin portal and dashboard, allowing agents to use features without confusion or frustration.
Holistic Customer View
Integrate customer data from multiple sources to give agents a comprehensive view. This helps anticipate needs and deliver more personalized service.
Self-Service & Automation
Automate routine tasks and enable self-service options to free up agents for more important tasks, boosting overall productivity.
Security Measures
Implement strong encryption and data protection to secure sensitive information, fostering customer trust and safeguarding against identity theft.
Auto Dialers to Consider for Outbound Call Centers:
An outbound call center makes calls to customers on behalf of the business or client. This may include calls for sales, telemarketing, surveys, and verification services. Maximum productivity and a high level of efficiency are critical in an outbound call center. Call center software that integrates automatic dialers greatly enhances productivity and efficiency. Automatic dialers eliminate the need to manually dial numbers, by putting in place automated systems that can manage calls. Though included in most call center software solutions, not all come packaged together. It is, therefore, important to ensure that these dialers are included in your call center software. When looking for a call center software provider.
Predictive Dialers
Predictive dialers maximize call volume by using statistical algorithms to minimize agent downtime. They collect data like agent availability and call length, reducing unsuccessful connections.
Power Dialers
Power dialers initiate calls only when an agent is ready, prioritizing efficiency and matching agents with calls based on skills and department requirements.
Preview Dialers
Preview dialers provide agents with caller information before dialing. They sequentially place calls from a pre-defined list, ensuring context and continuity in customer interactions.
Progressive Dialers
Progressive dialers merge power and preview functions, dialing automatically while displaying caller details, reducing downtime and enhancing call flow.
Important Features to Consider for Inbound Call Centers:
An inbound call center is one that exclusively handles calls initiated by the customer (inbound calls). The productivity and efficiency of inbound call centers is achieved by properly routing incoming calls to the best-suited agent for the call. Traditionally calls were manually routed to agents regardless of skill. The situation is different today, with current contact center software solutions, contact centers have an automated system to ensure callers get the right agent to serve them. Callers are able to reach the department they need on the first try; due to features like automated attendants and skill-based routing to properly redirect calls to the right department.
Automatic Call Distributor (ACD)
ACD systems automatically route incoming calls to the right agent based on caller info and skill set, enhancing call center efficiency.
Interactive Voice Response (IVR)
IVR systems guide callers through a series of questions to direct them to the appropriate agent or department, offering customized menus and greetings.
Skills-based Routing
Integrates with ACD and IVR to connect callers with the most suitable agent based on skills, priority, language, and location.
Customized Call Queues
Manage queues effectively with personalized greetings, music on hold, and separate department queues to minimize wait times.
Dedicated Phone Numbers & Extensions
Assign specific numbers and extensions to departments or management for direct and efficient communication.
Agent Voicemails
Allows callers to leave voicemails for agents when unavailable, improving service continuity and professionalism.
Real-Time Metrics & Analytics
Monitor agent activity, call metrics, and performance data in real time to maintain productivity and quality service.
Historical Reporting
Track performance over time to identify strengths and weaknesses, helping achieve long-term business goals.
Final Thoughts to Contact Center Software Shoppers:
When shopping for call center software, there is more to consider other than the latest features and lowest prices. You might actually pay for features that you don’t need or may never use. Before even looking for a call center software provider, have a proper understanding of your needs so that you are able to get the features you need at a low price. From this point, you can either scale up or down depending on your needs.
Getting into a long-term contract with a contact center software provider will help cushion you from rising costs, and the terms will remain the same. Month to month contracts are also advantageous since the call center service provider has to keep you happy by providing quality service. This is definitely more economical than having to buy your own equipment.