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12 Important Call Center Features To Consider
- Call center software is a crucial investment for businesses that rely on customer support as it helps streamline communication between agents and customers.
- However, choosing the right call center software can be a daunting task as there are various options available in the market, each with different features and functionalities.
- To make the process easier, it is important to consider essential call center features when buying call center software.
- In this blog, we will highlight 12 must-have call center features that businesses should consider before making a purchase.
- These features range from basic functionalities like call routing and IVR to advanced features such as analytics and integrations.
- By considering these features, businesses can ensure that they choose the right call center software that meets their specific needs and improves their overall customer service experience.
1. Automatic call distribution
- The Automatic Call Distribution (ACD) feature helps to efficiently manage incoming calls and distribute them among available agents.
- ACD systems use sophisticated algorithms to analyze the nature of each incoming call and direct it to the most appropriate agent based on their skill set, language, location, and availability.
2. Sticky agent
- The Sticky Agent feature in call centers is a functionality that allows an agent to stay connected to a specific caller or customer throughout their entire interaction.
- Essentially, when a caller contacts a call center and is connected to an agent, the Sticky Agent feature ensures that the caller is directed back to the same agent if they need to call back again for any reason.
- This feature is particularly useful in situations where a customer may have an ongoing issue that requires multiple interactions with the contact center.
- This can lead to increased customer satisfaction, reduced call handling time, and improved overall call center performance.
3. Multi-level IVR
- The Interactive Voice Response (IVR) feature enables callers to navigate through a series of menu options using their touch-tone keypad or voice commands.
- When a customer contacts a call center, the IVR system greets the caller and presents a series of options for the caller to choose from. The caller can then select an option that best matches their reason for calling, which can help to direct them to the appropriate department or agent.
- Particularly useful for call centers with a large volume of incoming calls, as it can help to reduce call handling time and improve customer satisfaction.
- By providing a menu of options, the IVR system can help callers quickly and easily find the information or assistance they need, without having to wait for an agent to become available.
4. Call barging, whispering, and monitoring
- Call barging, whispering, and call monitoring are three key features in call centers that are designed to help supervisors and managers monitor and manage the performance of their agents.
- Call barging allows a supervisor to join an ongoing call between an agent and a customer. This feature can be used to help resolve customer issues quickly, or to provide real-time coaching to the agent.
- Call whispering allows a manager to speak to an agent during an ongoing call without the customer being able to hear them.
- Call monitoring helps call center managers listen in on an agent's calls with customers without the agent being aware of it. This can be used to assess the agent's performance, identify areas for improvement, and provide targeted coaching and training.
5. Number masking
- The Number Masking feature in call centers allows agents to communicate with customers without revealing their personal phone numbers.
- Essentially, when an agent makes a call to a customer, the Number Masking feature replaces the agent's personal phone number with a temporary, unique phone number that is specific to that particular call.
- This feature is particularly important in situations where agents need to communicate with customers outside of the call center, such as when following up on customer inquiries or resolving customer issues.
- This feature is also used for customer privacy which works by protecting customer numbers from agents with different numbers.
6. Toll-free numbers
- A toll-free number is a phone number that is set up by the call center and paid for by the call center's operator or owner. When a customer dials the toll-free number, the call is routed to the call center, and the call center operator is responsible for any associated charges.
- Some virtual call center platforms like TeleCMI also offer country-specific toll-free numbers for abroad countries which can be purchased directly in call center software.
- The above help serve clients in other countries while having a local identity or presence.
7. Call analytics
- Call analytics software is used to track and analyze key performance indicators (KPIs) related to call center activity, such as call volume, wait times, call duration, first call resolution rates, and customer satisfaction.
- Call analytics can be used to identify patterns and trends in call center activity, which can help managers to optimize staffing levels, improve call routing and prioritization, and identify areas for improvement in the call center's operations.
8. Outbound Dialer
- An outbound dialer is an automated phone system that dials a list of phone numbers and connects the call to an available agent when a customer answers.
- The Outbound Dialer feature is an important tool for call centers that need to make a large volume of outbound calls, such as for telemarketing, voice broadcasting, customer surveys, or collections.
9. Call Pop-ups
- This feature provides agents with real-time information about incoming calls, allowing them to quickly and efficiently handle customer inquiries.
- When a call comes in, the call popup will display relevant information about the customer and their previous interactions with the call center on the agent's screen.
- This can include the customer's name, contact information, call history, and any notes or comments that have been added to the customer account.
10. Call recording
- It enables calls between customers and agents to be recorded and stored for future reference.
- When a call is recorded, it is saved as an audio file and can be accessed by call center managers and supervisors for quality assurance purposes or to resolve customer disputes.
- A call recording feature is an important tool for call centers, as it allows supervisors to monitor the agent’s conversations and improve performance.
11. CTI/CRM integration
- CTI (Computer Telephony Integration) Integration refers to the integration of the call center's phone system with its computer systems.
- This integration enables the call center's agents to access customer information from the CRM system automatically when they receive a call, which provides them with a complete picture of the customer's history and enables them to provide better service.
- For example, if a customer calls in with a question about their order, the agent can quickly access the customer's order history in the CRM system and provide a more informed response.
12. SMS solutions
- SMS (Short Message Service) solutions in call centers refer to the use of text messaging as a means of communication between agents and customers.
- SMS solutions can also be used for automated messaging, such as appointment reminders, post-call SMS, or order updates. For example, a call center could set up an automated SMS system that sends a text message to a customer to gather feedback after solving a support query.
Start with TeleCMI Virtual Call Center Software
- Our cloud call center software comes with all the basic and essential call center features your call center needs to maximize agent productivity and simplify contact center operations. Try our call center platform for free with a 10-day trial or contact us for a demo.