Features to Look for in Your Call Center Solution

According to Hubspot, 69% of customers prefer phone support to any other channel. Despite the rise of live chat, chatbots, self-service, and other technologies, customers still prefer to contact phone support to get their questions answered or problems resolved. A good phone support, on the other hand, is critical to the success of any business — 95% of respondents rank customer service as a determining factor in their brand loyalty, and 61% say they'll switch brands if they have a bad experience.

Whether you're a traditional product/service company or a cutting-edge internet company, effective phone support can give you a competitive advantage. This blog post will show you how to do so using a powerful call center solution.

Features to Look for In a Call Center Software

A good call center software can boost efficiency, agent productivity, cost savings, training effectiveness, and customer satisfaction significantly. However, in order to reap these benefits, you must use feature-rich software. These are the most important software features that you have to look out for-

IVR

IVR (interactive voice response) serves two critical functions: self-service and call routing. Customers can get answers to standard questions such as bank account balance, credit card outstanding amount, appointment confirmation, and so on through an IVR-based self-service menu. This way, you can handle a large portion of customer inquiries without involving an agent. For example, by automating its ticket cancellation process with Office24by7's IVR solution, Redbus saved Rs. 3 million.

Customers can be routed to the appropriate agent using an IVR-based call routing system based on their responses to a pre-recorded menu.

Call Recording

Call recording aids in training, compliance, and complaint resolution, among other things. A good call center software should automatically record both inbound and outbound calls, allowing you to select which types of calls to record. It must also enable your agents to access, listen to, and download these calls at any time. Office24by7 keeps all call recordings for six months after the call.

Omni Channel Support

Customer service representatives use a variety of channels, including SMS, WhatsApp, email, and live chat. Customers expect their communication to flow smoothly from one channel to the next. According to research, unified customer service improves front-line efficiency and decreases customer conflicts. (Image courtesy of Hubspot) A good call centre software enables agents to handle all customer communication channels from a single interface.

Auto Dialing

The auto-dialer performs exactly what the name implies: it calls phone numbers from a pre-selected list of contacts and connects the caller to an agent when the client answers. Auto-dialing saves agents time wasted locating and dialing numbers, waiting for the phone to ring, and wasting time on unanswered calls.

CRM

When agents have more information about the consumer, they may provide more personalized assistance. Integrating your call center software with your customer relationship management (CRM) software provides your agents with access to all client information such as names, products/services used, prior interactions, active complaints, and so on. Office24by7 provides one-click connectivity with Zoho, HubSpot, Vtiger, Salesforce, and more applications.

Intelligent Call Routing

IVR-based call routing is used to accommodate individual client preferences. For example, if a consumer selects Hindi as their preferred language, the IVR sends their call to a Hindi-speaking employee. An clever Automatic Call Distribution (ACD) function, on the other hand, automatically recognises the user based on specified circumstances and directs them to the appropriate team. Office24by7's ACD system provides you with several call routing choices, including sequential, equal, and emergency.

Remote Work Ready

Call center teams must be able to work from anywhere, whether they are staffed from home or field teams operating remotely. As a result, your call center software must be remote-ready. It ought to:

●    Be simple to set up and require little capital investment

●    Scale dynamically based on your requirements

●    Allow your staff to make calls straight from their mobile phones while maintaining their privacy and the privacy of your consumers.

●    Include features such as multi-level IVR, call recording, call routing, auto-dialer, and so on.

●    Increase visibility with comprehensive analytics and reporting.

Security

Large amounts of private consumer data are stored and managed by call centers. Data encryption, firewalls, access control, and other security measures that safeguard data and client privacy are required in call center software. It must also be compliant in order to shield you from regulatory concerns.

A call center solution with the characteristics listed above is essential for providing excellent customer service. You can set up Office24by7’s feature-rich Cloud Call Center Software in just a few minutes to manage your remote sales and support conversations successfully.

Reports and Analytics

Customer service may have a substantial influence on the bottom line of a company. However, you cannot optimize call center performance until you have visibility. Call center software should provide statistics on data like call volumes, call times, wait times, customer attitudes, agent productivity, and so on. Receiving daily reports with call data for your firm, individual agents, and groups is also beneficial.

Wrapping It Up

Finding a call center solution that has all of these features can be little tough. This is where our Office24by7 will come in handy for you. Our software has all of these features and a lot more. Want to know about, give us a call on +91 7097171717 or drop us an email at [email protected].