Whether you are in mortgage lending, insurance, brokerage, retail banking, telecommunications or the transport industry, you will need a call center software product that has all important features to help you effectively and smoothly run the call center. Besides efficiency in running the center, the software also needs to help you lower your operating costs within the center. There are lots of software solutions designed specifically for call centers, but the effectiveness all comes back to the features of the one you choose.
Deployment ease – A good call center software should be easy to complete and configure within the shortest time possible so you are up and running in no time at all. Besides, making it easy for you to optimize inbound contacts, it should also help you improve your outbound campaigns and implement workforce optimization and management.
Scalability – Cloud solutions should be easy to scale to match your business growth or seasonal fluctuations that are inevitable. The cloud capacity that you get should help you manage high volume events that are sudden. The software should actually be able to automatically avail capacity when there is a ramp up without having to wait for deployment of resources. This feature is amazing in reducing agent wait time periods and abandonment rates.
Proactive engagement – Call center software solutions that offer proactive engagement have automation options supporting two-way dialogues thereby streamlining the conversations. It uses tools that elevate bidirectional interactions on a chosen customer channel including live agent escalations. It should also have powerful payment tools to support multi factor identifications necessary in the process.
Analytics and reporting capabilities – Software solutions with customizable tracking and built-in reports can prove to be very beneficial not just in measuring interaction, call quality, first contact resolution and agent effectiveness but also in improving on the same important call center elements. Find out how possible this is before settling for the best call center software product.
Easy workforce management – Cloud solutions make workforce management very effective and easy. However, when choosing your software there is a need to ensure that you can optimize staffing levels to meet the customer demands and call volumes. Good and reliable software ought to have workforce management tools that forecast on staffing requirement, schedule and track the same requirements for accuracy and quality purposes. With a dashboard that is interactive you will be able to track key performance indicators.
Mobile application connectivity – With more people relying on their mobile phones to run things and get things done, you want a call center software that connects the contact center with your mobile applications so your customers are seamlessly connected when in need of urgent support. Such a feature makes it easy to route customers to appropriate agents using the most appropriate channel and context. It offers customers the flexibility to choose text chats or voice chats depending on what they find most convenient. The mobile API feature can also leverage camera functionality for additional dimensions in conversations that are agent assisted. Agents are able to handle repairs, healthy symptoms or even product configurations using such a feature.