Excellent customer experience is the right way to incentivize your brand, which is why there should always be room for improvement in it.
With so many distinctive touchpoints available for a customer to connect with your brand, every channel must be treated as an opportunity to impress and satisfy.
Amongst all your channels to let a customer contact you, the most prominent one that will influence your business is your call center. With that being said, many organizations are looking for savvier solutions to revolutionize customer experience with call center software.
Managing customer support through a call center software is not only practical but also affordable for increasing efficiency. It enables businesses to use their resources more productively and deliver better service.
We bring you all the information that you need to know in this blog about call center software and find out how you can improve your customer support through it.
What is call center software?
A call center software is a system with a combination of features programmed to help you in inbound or outbound customer support in your contact center operations. It assists your agents with their ideal routine tasks, such as making and receiving calls efficiently, routing callers, and assisting customers and clients seamlessly in the shortest time.
Who can use a call center software?
Only if you are a large corporation, you can set up your own call center. Hence, a call center software works excellently for small or medium businesses that need to address a large number of calls with a high-quality experience at a low cost.
Generally, segments such as B2B advertising, education, retail, e-commerce, real estate, etc. need a call center software to win their customers. However, giants from these sectors can manage to run their private call centers, but the smaller companies can’t apply a standard call center solution for customer support.
Here are the main reasons why small to medium companies can’t manage their very own call center:
- Costly hardware: Call centre establishment requires extensive and expensive equipment, such as a private branch exchange (PBX). It is a business phone system that helps you communicate internally and externally through various communication modes like analog, ISDN, and VoIP. It basically means you can access more phone numbers than the actual physical phone lines to allow free calls between users.
- Technical teams: To run a call center, you need a team of IT experts to meet all the technological needs which would ultimately require spending money on training of the IT staff and salaries.
- Directing calls is time-consuming: Calling operators to lose more time dialing numbers of the customers, which instead they could have used to speak with the leads. This conclusively spends a lot of time on the agent’s capacity to close the deals, reducing the overall productivity, and wastes the money of the company.
- Low conversion rates: In-house agents or contractual freelancers cannot always help you reach the sales target. With subjecting them to performance metrics, there is no convenient way to analyze and improve the results of the calls.
How call center software addresses the problems mentioned above?
No need for expensive hardware. There is an almost negligent expense on pieces of equipment with a call center software. Call center software is wholly digitized, unlike a traditional call center that uses expensive telephone lines. It uses a Voice over Internet Protocol (VoIP) technology that allows communications to flow through an internet connection. The only hardware needed for customer support through a call center software is a computer that is combined with a speedy internet connection and microphone headset.
Scalability. Call center software lets you build a large customer base, expand into new markets, and scale your company to its full potential without even the need to increase your sales team along with it.
Operational flexibility. The latest call center software offers you one-stop solutions to provide excellent customer support. Call center software nowadays is secure for even novices to understand. It can adapt feasibly to any level of operations – vertical, horizontal, or even cross-functional. You can conveniently integrate call center software with an organization’s existing apps, such as CRM, help desk tickets, call script generators, and even with mobile phones.
High conversion rates. Call center software provides an in-built analytics system that lets you display a performance report with immediate insights of all call center’s team. Reports can include metrics data such as the average number of calls taken per day by the agents, waiting period, and service levels, etc. This can, in turn, help improve on the team productivity and utilize the agents’ time to take on more calls.
Since the call center software supports call recordings that generate call scripts, your business can even increase conversion rates with it. Once you go through enough calls to optimize the scripts till every word, your agents can always have a basic outline to speak with the customers.
Operators can thus engage the leads on the phone for a more extended period to extract the most information from them. Such scripts, in short, will help every agent to work uniformly and accurately to land the leads as successfully as possible.
Here’s a summary on the benefits of call center software:
- Lower costs
- Easy utility for small remote teams
- Increased productivity
- Easy management on scalability
- Multi-channel support
- Insight reports
- Easy access for customers
- Exceed customer expectations within a short duration
The most significant reason to utilize a call center software is that you get to divert your increasing profits into the growth of your business rather than appointing more personnel to reach more customers through manual dialing. Through an efficient call center software, you can build faster customer relationships and provide better customer experience, all the while making your team more productive.