Call center software is a crucial part of any call center operation, and the best software can help you improve your customer service. With call center software, you can manage your agents, set up automated scripts, and track customer interactions. Many types of call center software are available, so it’s important to select the right one for your business. Here are some of the most important features that should be included in any best call center software.
Table of Contents
Important Features Of The Best Call Center Software
● Interactive Voice Response (IVR)
Callers can use an IVR to choose which agent they would like to talk to based on their preferences. When using IVR, the customer experience should be easy and intuitive.
They can press (or click) buttons on their phone to navigate various options. The system automatically plays recordings of voice memos, such as “Press 1 to…”.
What’s the outcome? Customer satisfaction, 24/7 support, and more productive employees.
● Call Recording
The ability to record all calls and play them back has become a must-have feature for call center software. Call recording helps businesses keep track of important customer interactions. It’s also useful for auditing, training, and improving customer service performance.
● Skill-Based Routing
When customers call in with a question, they usually want someone to answer them immediately. However, this isn’t always possible because of the volume of calls or because some teams are busy handling other tasks. The best call center software will allow for skill-based routing so that you can assign specific agents to handle specific calls based on their level of knowledge about the topic at hand.
● Call Tracking
You can track your business calls 24×7 with call tracking. Keeping both agents and customers happy while managing a call center is challenging. You can monitor each agent’s performance using the call tracking feature, which tracks whether all calls are answered.Knowing they are watched motivates them to do their best.
● Live Call Transfer
Using this feature, agents can transfer calls between agents without disconnecting the call. For example, a customer service representative can transfer a call to a senior or someone from another department if he cannot resolve the issue. It will help reduce customer waiting times and improve the customer experience.
● CRM Integration
Agents can access a 360-degree view of callers using call center software that integrates with CRM software, helping them provide personalized service. When a customer or prospect calls your business number, your agent can see all their information. Besides call logs, agents can also view past events, cases, notes, tickets, and chat transcripts. Using this information, agents will gain more efficiency, effectiveness, and organization in their work.
Whether live chat, email, or phone, the modern customer expects excellent service on all channels. The problem is that this can overwhelm the support team, especially if this information is spread across multiple software systems that are not integrated. Your frontline representatives and customers will benefit from call center software since it unifies their omnichannel service efforts.