Providing customer service is essential to building a stable customer base that will earn you income for many years. Today’s customers are very demanding and are no longer willing to accept poor customer service practices, long response times, single-channel customer service models, and other things that were generally acceptable even a few years ago. .
what do in this situation? Well, thanks to technological advances, there are solutions for any company that is going to improve its quality of customer service. One such solution is cloud-based call center software, and we’re going to explain why you have no other alternative to pick up.
What is call center software?
It is a multifunctional software tool that is developed to handle incoming and outgoing calls, operate numerous contact channels, store customer data, integrate third-party software tools such as CRM systems or payment tools, and provide you with deep insights and detailed data. on employee performance and other metrics related to your call center productivity.
Basically, there are two types of cloud-based contact center solution infrastructure. First is the on-premises contact center – the solution that requires you to buy all the hardware and infrastructure yourself, including servers, laptops, headsets, landlines, desk phones, etc. In addition, the configuration of this solution is also your responsibility, and it costs a lot.
The second solution is more advanced and high-tech, especially when it comes to data security and maintenance. Cloud-based contact center software does not require any hardware or configuration, everything is handled by the provider, who is also responsible for stable performance and data security. Not only is it more secure, but it’s also cheaper and faster to set up, whereas an on-premise call center requires at least a week to get up and cloud contact centers can be up and running in less than 24 hours.
What are the benefits and main features of cloud based call center software?
The capabilities of cloud-based contact center solutions can naturally surprise anyone who has never seen this tool in action. Anyway, we are going to list them in order.
Multi-channel capabilities
The cloud-based call center software can handle numerous contact channels for customer service, keeping all operational functions in an all-in-one interface without the need to switch between tabs. Plus, all data from all communication channels is compiled as real-time dashboards to help you track agent performance on any contact channel you need. Contact channels that can be integrated with such a call center solution include web chat (or live chat), email, social media, chatbots, SMS, etc. If we take into account that telephone calls are no longer the most adored contact channel (they are giving email and messengers a beating), having a multi-channel call center is a great advantage over your competitors.
Call monitoring features
You have to monitor agent performance regularly, don’t you? That’s why a feature like call monitoring is very important for any contact center manager, especially considering that it has three different modes: stealth, whisper, and barge in.
In stealth mode, you can listen in on conversations between agents and customers and none of them will hear you. In whisper mode, agents will hear you while customers won’t; it’s great for helping agents deal with difficult situations. In barge mode, both parties will hear you, and this is a great mode if you understand a conflict is brewing.
call recording
We all know that call centers record conversations with customers, but what for? You can use these recordings in the future for training sessions as live examples of great or bad performances and point out errors in real conversation samples – this feature is irreplaceable for a resulting quality assurance strategy.
outgoing bookmarks
For cold calling, with the cloud-based call center solution, you get three types of auto dialers for outbound calling campaigns: Predictive Dialer, Power Dialer, and Preview Dialer.
These tools are much more efficient than manual dialing, for example, predictive dialer performs over a hundred dials per hour, while manually you can’t perform more than 33! The advanced dialer is great for processing warm contact lists, since you only need one agent to set everything up, and the preview dialer displays customer data from the CRM system before each call, for maximum customer service personalization.
In addition, all three auto dialers can run multiple campaigns at the same time and prevent invalid contacts (busy signals, out of zone, etc.) with an option to set customizable callback rules for all failed calls.
Detailed reports and information
What do you need to become a successful contact center leader? Detailed data about every call center operation that takes place in your organization. Thanks to the cloud-based call center software’s reporting capabilities, you’ll get real-time dashboards that can be customized, so you can add or remove any metrics and rates you want.
Call volumes, agent states, average call duration, call abandon rate, dropped calls, etc. These are the main call center metrics you need to keep all important call center processes under control.
Conclusion
As you might guess, that’s not the end of the list of call center software features and tools – you can also set up the interactive voice response system to provide self-service, handle call queues, and offer call-back options.
Call scripting is also a great feature for both sales agents and customer service reps who need to keep calls flowing in the right direction, see all the possible ways the conversation can go, and deal with objections and questions.
You can also configure agent schedules in the contact center software to monitor schedule adherence and absenteeism and make necessary workforce management decisions. Another great option is a third-party software integration opportunity, so you can integrate with a CRM system, billing software, or help desk tool.
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Categories: Technology
Source: vtt.edu.vn