A call center software generally means that a software which is used to manage call centers. There are different types of call center software are there. We usually consider four primary call center software.
· On-premise call center software
· Hosted call center software
· Cloud-based call center software
· Browser-based call center software
Today cloud has changed the way of thinking in the contact center industry. Cloud call center software has emerged as a game changer for small businesses as well as the established traditional call centers. But there are many things an entrepreneur needs to know before entering into the contact center business. The most important thing is to survive in this competitive era which is not an easy task. One may choose call center software according to his call center’s requirement but there are some features which should be there in a call center software. Here are five important call center software features you must consider before choosing a call center software.
Automatic call distributor (ACD)
Automatic Call Distributor(ACD) is an important feature of a call center software which manages incoming calls and handles them. It handles the incoming calls based on the associated database of handling instructions. What it does for a start-up contact center is that it improves the sales support by validating callers which encourages small businesses to grow. ACD also helps to make outgoing calls, forwarding calls to the right party, allowing users to record messages, gather user data, balancing the use of phone lines and services. Hence this is an important feature to be considered while choosing a call center software.
Basically, call centers run two types of campaigns. One is inbound call campaign and the another is outbound call campaign. A predictive dialer feature is an outbound calling system which automatically dials from the given list of telephone numbers. This is important for outbound call centers as it is more effective than conventional Robo-dialers. The futuristic approach of this feature allows agents to screen for busy signals, no answers, and disconnected numbers. Predictive dialer helps call centers to dial multiple numbers at the same time. This increases the productivity of a contact center, so while choosing a call center software this feature must be considered.
Interactive Voice Response (IVR)
Interactive voice response (IVR) is a technology that helps callers to get their solutions through the use of a voice command or DTMF tones. As it helps customers to know about products, services, and solutions, it can be considered as one of the most important features. It is used to handle a large volume of calls as well as for outbound call campaigns. In some cases, IVR systems perform more finely than predictive dialers. If you are looking for a call center software, you should consider this feature.
Skill based Routing
Skill-based routing is the enhanced form of Automatic Call Distributors(ACD). In skill-based routing, the calls from customers are skillfully routed to the most suitable agent which gives the callers right solutions. This is important in a contact center because it improves the client-agent relationship. While choosing a call center software it is important to look into this feature.
From the point of view of an agent, it is important to know which call should be given priority. The ‘Call Queues’ feature allows agents to route calls to the intelligent call queue. This feature is important in a contact center as it emphasizes the agents working there. There are many call centers which allow their agents to work remotely. When a lot of calls come at the same time, this features simply let the call center executives stay relaxed by marking the unimportant calls.
Well, there are different types of strategies in contact center business. So we can’t really claim that this is the only way to consider while choosing a call center software. In most cases, these features are considered by call centers while choosing a call center support software, so it may be useful for you to boost your business.