Your call center software is directly responsible for generating 20-30% of your revenue and is indirectly related to almost all of it. If you are using outdated tech, you are missing that revenue and impact on your business. A modern call center solution is equipped with various features that help you automate several tasks for your agents, enhance customer engagement and carry out several follow-up actions. This is why call centers need to upgrade their software.
This article will discuss the best features of cloud call center solutions that you should consider when buying.
CRM Integration
Gone are the days when you had to generate many spreadsheets with client contact information, addresses, trouble points, and issues. CRM software allows you to easily aggregate, manage, and synchronize your customer data. Integrating CRM with the call center means connecting the customer data and history database with your call center solution.
Whenever an existing customer calls, the agent is presented with helpful information about the customer, their pricing plans, previous buying history, and complaints. This helps the agent personalize the experience for the customer, schedule a follow-up email and automatically update new data in the CRM database.
Auto Dialers
Auto dialers are necessary because they increase efficiency and save agents from burnout. The agent does not need to dial the second number in the list if the first one doesn’t pick up. The auto dialer automatically dials the second number or redials the first. Some auto-dialers also use AI to calculate the average handling time and automatically dial the second call even when the first one is still going. It is based on the average handling time of the agent, so when the agent hangs up on the first, he automatically switches to the second call without wasting time. You can earn more by increasing the number of qualified leads with a small investment in autodialers. So, if you want to maximize your dial rate, auto-dialers are the best investment you can make.
Multi-level IVR (Interactive Voice Response)
Multi-level IVR is an excellent feature for businesses with multiple departments. There are so many hidden advantages of IVRs that many call centers ignore. Firstly, It enables customers to self-serve and connect with the appropriate department. The purchaser can have personalized welcome announcements, menu boards, and many other benefits. Moreover, the feature is active 24/7 and feasible for local language interactions. On the secondary uses, IVR keeps the customer busy for a moment until your agent is free to take the call and help them. If the agent is not accessible, the customer can submit their information or issue to IVR, and the agent will reach back. This impacts customer engagement by a mile.
Quick Live Calls Transfer
To improve the customer experience and reduce the call time, a quick live call transfer is required. This function allows you to quickly transfer an incoming call to the appropriate agent. Customers find it inconvenient to dial the number themselves to reach the appropriate agents, resulting in lead loss. It can also route the call to an agent at a different location. So, for quick first call resolutions, go for it.
QA Metrics (Quality Assurance Metrics)
QA metrics is another great feature to invest in because it helps you keep track of agent productivity and progress. Some famous metrics to track are:
- The average speed of answering (ASA)
- Customer satisfaction score (CSAT)
- Net promoter score (NPS)
- First-Call resolution (FCR)
- Average handle time (AHT)
- Customer effort score (CES)
Knowing these elements makes it simple to see a company’s performance map. You can assess your company’s strengths and areas for improvement. Additionally, it will improve client satisfaction. It will also reveal how your staff is operating and whether or not they require training. In a nutshell, the efficiency of your operations will increase.
KPI (Key Performance Indicator) Monitoring
Tracking KPIs is important to judge the growth of the company. Performance indicators help you identify which agents are being more productive and if your revenue goals are being met. KPI monitoring feature is the greatest investment if you want to see revenue growth and maintain the direction of your company. With the use of dashboards and charts, this feature makes it simple to display a firm’s productivity.
Conclusion
Businesses must provide a great customer experience through advanced call centers to retain customers. A call center now involves more than merely hiring people and providing them with phones. Modern call center operations, improved services, and faster resolutions are vital to thriving in the call center industry in 2023. Don’t forget about these features when you decide to upgrade your call center solution.
