10 Essential Tools and Features to Enhance the Overall Productivity of Call Centers

10 Essential Tools and Features of Call Center

No matter how advanced and digitalized the world has become, most customers still prefer phone support when reaching out to customer service. Communicating on the phone with a real human makes customers feel more satisfied. Besides, the familiarity of talking to a live agent helps build trust and reliability between a customer and the business. Though phone support is the easiest way to reach out to the customer support team, it can be a major challenge for many growing companies to manage their phone system. If not managed properly, offering phone support can be a time-consuming, costly, and hard-to-manage affair. 

So, how can businesses improve and provide great phone support? Well, to deliver effective phone support, businesses must have advanced call center software. A call center software is one of the best tools for customer service teams to perform their best. In today’s time, most companies allow their employees to work remotely, including call center agents. The number of companies employing remote workers is rising day by day. To manage and support remote workers, companies need a robust communication software system. The system must have all the features that provide agents with enough flexibility to communicate with customers from anywhere at any time. 

Top 10 tools and features of call center software

Whether employees are working remotely, in hybrid, or the office, they must be provided with all the important tools and features that make their role easier and efficient. Below are some must-have tools and features that a business must consider when looking for new call center software.

  • CRM software: CRM (Customer Relationship Management) software is one of the most important business tools. Businesses with more sales and customer support teams working together must have call center solutions integrated with their CRM platform. Many call center solutions these days come with built-in CRM tools with features such as screen pop-ups. This feature uses an incoming caller’s phone number and checks for a match in the CRM system. Whatever information is available in the CRM gets available at the agent’s screen, thus helps agents to provide a quick and better resolution of customers’ queries. 
  • Help desk software: Few customers prefer a self-service approach instead of connecting to a call center agent to get their queries answered. Help desk software allows call centers to deliver omnichannel customer support. With this type of support, customers can use their communication method to get the answers to their queries. This not only saves a lot of time but also puts less strain on the agents. With help desk software in place, the support teams do not require separate software as all interactions can be managed in a single space. 
  • Desktop softphone and mobile app: This feature is very helpful for agents who are working remotely. Opting for solutions hosted in the cloud instead of on-premises provides enough flexibility to the employees to take business calls from anywhere via any device. However, the device must be linked to a good internet connection. Remote workers can also download a call center provider’s mobile app compatible with the operating system their devices run. 
  • Automatic Call Distribution (ACD): Another popular and useful call center feature is Automatic Call Distribution or ACD. The feature helps identify the callers, puts them in a queue, and automatically routes them to the most appropriate agent or department. The feature is very helpful in mitigating high call volumes.
  • Interactive Voice Response (IVR): An Interactive Voice Response (IVR) system is highly efficient for short-staff businesses. It helps handle a large volume of calls without putting too much pressure or workload on the call center agents. IVR is an automated system that gathers all the necessary information about an inbound callers’ inquiry and then routes them to the right agent or department if required.
  • Call queue: Call queue is an important and highly useful feature that allows easy management of incoming calls. Call centers that deal with huge call volume may not be possible for them to offer instant support to every inbound caller. The call queue feature places incoming calls into a queue instead of sending them to voicemail and informs the customer that they’re in the queue. 
  • Call recording: Though call recording is a basic call center feature, it holds a lot of importance. It can be used to analyze call scripts, customer experience, and quality of service. Many call center software can record and store all the inbound calls for a particular period. These recordings can be accessed anytime from the admin portal for various purposes like determining the agent’s performance, providing training, crosscheck an issue, etc. 
  • Predictive dialer: Predictive dialer is also the most popular call center feature that uses Artificial Intelligence (AI) technology to predict which phone number an agent will call. It helps to save a lot of time and effort for the customer support team. This automated system can also automatically send surveys after every customer interaction, remind agents of any pending tasks, and do more.
  • Dashboards and call analytics: Call centers must be aware of their call center metrics for improved performance. Without proper reporting and call analytics, call centers cannot determine where these metrics stand. Here comes the role of dashboard and call analytics. The software must allow businesses to get real-time reporting and analytics. It should present all the key call center metrics such as the type of inquiry, call volume, average call time, customer sentiment, etc. By analyzing all these metrics, call centers can easily spot the most productive team members and the members who need to improve their performance. 
  • Customer satisfaction surveys: Call centers must look for call center software with built-in customer satisfaction surveys. It is an ideal way to get qualitative and quantitative feedback from the customers. The feature can be used to send an automated message after every customer support call. Callers can be asked to score the agent based on various factors like communication skill, product knowledge, behavior, etc. Satisfaction surveys are a great way for businesses to find out whether they are delivering the best customer experience or not. It also helps in determining the areas of improvement, if any. 


By and large, all the above-mentioned call center tools and features are essential to perk up an agent’s performance and enhance the overall productivity of a call center. These tools and features can help deliver the best possible customer experience, improve brand reputation, and bring profitable outcomes.

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