Call center software is nothing but simple software for making and receiving calls. It helps to increase the bars of customer service and provide a platform for the same and lead generation.
Customer service is really an important part of any business as it directly affects the customer experience. We all want to resolve the problems of our customers quickly but, how customers like to be listened to is also important. A survey by international consultancy Deloitte reveals that most people want to be assisted over the phone. That is where a call center software comes into the picture.
Now we know that what a call center software is and why it is important for every business!
Let’s start with the basic thing that is the types of call center software.
Types of call center software
An inbound call center:
The name itself suggests that in this type of call center agents receive calls from customers and they cater to the customers with the appropriate solutions to their problems. If the agent on call is unable to assist the customer with the right information, he or she can route the calls to the right technicians.
An outbound call center:
An outbound call center is set up majorly for sales purposes to reach a large amount of audience and spread awareness about the company’s offerings. This call center works on out-calls done by agents to prospects with the aim of making a sale. Agents call potential customers to provide information about upcoming products or services.
Must-have features of call center software
Once you have decided on the type of call center software, you should think about the features you want for your call center software.
Here are some important features call center software should provide
1. Call handling:
The crucial part of any call center software is the ability to handle calls. It should be flexible in both receiving as well as making calls, as sometimes you may need to contact customers upfront or to take regular follow-ups.
Call center software should come with basic features like call control, call recording, blacklisting the spam calls, call queue management for callers waiting for an agent, and automatic creation of tickets to make sure that every caller gets a resolution.
2. Call transferring:
Every caller has a different problem, sometimes the receiving agent would be able to handle the issue, and in that case, the call needs to be transferred to the right person for an adequate resolution. Thus, Call routing enables the agents to route the calls internally.
3. Contact management:
The call center software should have a robust call management system so that an agent can have all the details of repetitive callers and their earlier interactions in order to serve them better.
4. Performance monitoring:
All the calls should be monitored for training and quality purpose. The calls should be analyzed thoroughly, in order to measure the performance of the agent catering to the caller. To build an efficient call center software monitoring the performance is crucial.
How to setup call center software for your business
The call center setup is not rocket science, but it is really a simple system. The call center software works over the internet connection and the calls are handled by means of the internet only to fasten the process.
To set up a VoIP call center all you need is good internet connectivity, trained agents, and excellent software for VoIP calls like CallHippo.
VoIP call centers are cloud-hosted call centers, all the interactions happen through various channels over the cloud. A cloud-hosted call center works over the internet which is easily manageable and requires a minimum setup cost.
The cloud-hosted VoIP call centers provide security, flexibility and scalability, and better ROI with less investment.
Let’s understand the process to set up call center software from scratch step-wise
i. Selection of features:
Decide the features you want your cloud-hosted call center to have. It completely depends on the nature of your business; however, it is advisable to have both, inbound and outbound call center software for a better experience.
ii. Identify the rules & regulations:
All the call center software deal with important data of customers and it is essential to establish some rules and regulations to prevent the misuse of the data. The government also monitors the operation of a call to ensure that the customer’s data is not breached.
iii. Find out the right software developers:
Before purchasing the call center software, you should find the right software developers that fit your requirements. It is advisable to brief the software developers about how the call center software work and check if they meet up to your requirements or not. Get all the details about the software requirements related to your computers like RAM, processor, graphics card, hard drive, and etc. This would help you to find a better call center software for your business and in budget too.
iv. Designate different skill groups:
Depending on the size of your business, you can designate various dedicated skill groups for your varied types of the customer base. Every agent cannot solve all the problems of customers. You need to assign the groups according to their skill set. For example, a customer has some problems with the usage of your product and the call receiver agent only knows the sales part, in that case, a call should be routed to the right skilled agent in order to serve the customer in a better way. Skill groups can be of sales, product management, quality assurance, promotional campaigns, etc.
v. Establish a call distribution system:
In inbound call center software, you need to manage the call load among-st the agents, in order to serve all the customers in an equitable manner. The call distribution system also helps to shorten the wait time of the customer to cater to them as soon as possible.
vi.Define outbound calling format:
In outbound call center software, a format for dialing the number is set and whenever an agent starts an outbound call, the system automatically finds the phone numbers and dials the number within the database. In this way, agents do not need to find the numbers every time from the database. This eases the work of the agent and provides more time to focus on serving the customer’s problems.
Taking feedback is quite important in every service-related operations. This is the only way to measure the effectiveness of your call center. Whether your customer is happy or unhappy, you should be able to get that feedback to improve the operations of your call center. You can decide how you want to take feedback on the calls from your customers. There are several ways like sending an e-mail after call disconnection, sending a text message to customers asking about feedback, and etc.
viii. Going live with the call center software:
The last step is to go live with your call center software. This is an equally important part, once you are ready with your cloud-hosted VoIP call center software; you need to inform your audience about it. This can be done by spreading awareness through social media messages, by promotions, by advertising and there are other ways too. Make sure that you are all set with the software. All your staff members remain responsive to all the incoming calls, they have adequate knowledge about your offerings. Ensure all staff members are well disciplined over the call as well as well trained about the whole call center software process. Now you can get your own call center software for your sales and support teams. Good cloud call center software allows you to manage your communications in a seamless manner and helps your business to reach greater heights in this competitive world.