In today’s time, more and more people are working remotely including call center agents. To support remote agents, companies require the right communication software and call center tools with advanced features and functionalities. These tools must provide enough flexibility to users by allowing them to communicate with customers from anywhere in the world.
Whether agents are working in the office, remotely, or in a hybrid working environment, call center agents require the latest tools to successfully play their roles, deliver the best service, and accomplish their goals. Here are some of the key call center tools and features that businesses must consider when searching for call center software.
1. Help desk software:
Most of the customers these days prefer a self-service approach instead of speaking to a call center agent when they need an answer to their query. They use different communication channels such as email, live chat, social media, and SMS to get their query resolved. Help desk software is one such tool that helps call centers in offering complete omnichannel customer support. Customers can use any communication method of their choice, thus putting off a lot of burden from agents while allowing them to focus on more complex customer queries. Having help desk software in place, users don’t require separate software to handle different communication methods like phone calls, live chats, emails, etc. All interactions can be handled and managed in a single space.
2. CRM software:
When sales and support teams work closely together, they must have a call center software integrated with the Customer Relationship Management (CRM) platform. To streamline the communication system, companies must ensure that their call center solution has CRM integrations with various popular tools. The integration will allow companies to sync data to and from each tool to get a complete view of your customer conversations.
3. Automatic Call Distribution (ACD):
Call centers with a large team of agents must use an Automatic Call Distribution (ACD) feature. The ACD system automatically identifies the callers, puts them in a queue, and directs them to the right department or agent. This contact center software uses the information it already has about the caller based on which it diverts the call to each department, thereby helping in mitigating high call volumes.
4. Desktop softphone and mobile app:
Since most agents are working remotely, the call center software must have features that allow agents to take calls from anywhere. Instead of choosing an on-premises solution, it is better to go for a cloud-based solution. Cloud-based solutions offer the required flexibility and the ability to take business using their existing devices. Moreover, the agents will have virtual numbers to support calls. The agents will also need an internet-connected device such as a laptop, tablet, or smartphone to take business calls. You just need to download your call center provider’s mobile app, assign licenses, and you are good to go.
5. Interactive Voice Response (IVR):
Call centers that deal with huge call volumes, must have an Interactive Voice Response (IVR) system in place to handle increased call volumes without putting much workload pressure on the call center agents. IVR is an automated system that collects information about an inbound callers’ inquiry and then routes the caller to the most appropriate resource or an agent if required. As callers don’t have to wait in long queues to get their queries answered, call routing via an IVR system helps in enhancing the entire customer experience.
6. Call recording:
Call recording is another most essential feature for call centers. Quality assurance matters a lot for the success of call centers. Everyone that connects with the customer support team must get the same positive experience during each interaction. Call recording is a basic yet the most important feature that allows businesses to analyze their call scripts, outcomes, as well as the quality of service. Having a clear and exact record of each conversation also helps call center agents respond to customer complaints in a better manner.
7. Call queue:
Call centers that deal with a huge call volume, sometimes may find it difficult to provide immediate support to every inbound caller. In such a case, a call queue feature can make the waiting process much more tolerable. This call center tool places incoming calls into a queue instead of sending them to voicemail. It generates an automated greeting to let the caller know that they are in the queue. It also gives an estimated wait time so that customers can decide whether to stay on the call or call back later. Businesses can easily configure the call queue option as per their requirements.
8. Predictive dialer:
Predictive dialer is another popular call center feature that uses advanced technologies like Artificial Intelligence (AI) to predict which phone number an agent will call the next. The feature dials and connects a call within seconds thus saving a lot of time and effort.
9. Reporting and call analytics:
The key priority of today’s call centers is to provide prompt and best quality customer service. To determine the quality of service, call centers require reporting and call analytics. Therefore, make sure that your call center software provides real-time reporting and analytics. Reporting and call center features provide call center metrics like the type of inquiry, call volume, average call time, customer sentiment, etc.
10. Customer satisfaction surveys:
Qualitative and quantitative feedback from your customers is another effective way for call centers to make informed decisions related to their growth. Call center solutions with built-in customer satisfaction surveys allow businesses to send automated messages after every customer support call. In these surveys, customers are usually asked to score agents on various key factors such as communication, product knowledge, behavior, etc. Customer satisfaction surveys are the best way to understand whether you are offering the best customer experience or not.
These are some of the most essential call center tools and features that businesses must employ to achieve the desired success in today’s highly competitive business world. Just make sure to choose the right features and tools based on the size of your call center, call volume, and the type of features you require in your call center system.