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Call centre software systems perform a variety of functions such as automating processes, reporting in real time and integrating different channels of communication between agents and customers.
Depending upon the complexity of tasks and the magnitude of the enquiry turnover, there are several types of call centre software systems such as telephone call routing software, predictive dialers and call centre control software etc. available in the market place. Typically, for more details visit to www.software-designers-pro.com most call centre software solutions have the following features:
Reporting
Since call centers need to have real time interaction with customers, keeping check of agent performance so as to maintain and improve the quality of customer service, for more details visit to www.viral-toolbar-builder.com is of critical importance. Call centre software systems perform this task very efficiently by providing real time reports to managers. Performance reports over time can also be produced.
While every call centre software solution provides some standard performance reports, one should look for flexibility and customizability so that the call centre is ready for future challenges and requirements.
Automatic Call Distribution (ACD)
The customer needs to be attended to – sooner rather than later is the goal of a call centre striving to serve its customers well. But the number of agents handling many customers over a number of channels makes it tough to manage efficiently if an automatic call routing aide is not available. The automatic call distribution feature of call centre software simplifies this rather complex operation.
Not only does it route the call to an available agent, it also provides any information available on the customer to the agent, thus giving customers a personalized experience.
Call centre software solutions with advanced ACD features can also pick and choose the most appropriate agent for a particular caller based on their past calling history, complexity of problem, agents skill etc. This helps with customers getting the right service in good time.
Computer Telephony Integration (CTI)
The most frustrating experience for any customer is to call a call centre for the nth time and have to repeat all their details over and over again. Computer telephony integration features stop this kind of situation arising.
The customer’s data and previous call history are stored in a computer that is integrated with the telephone system through software. The moment the customer gets connected to an agent, all this data is made visible to that agent on their screen, leaving the customer free to pursue their current problem without having to repeat themselves.
Such is the effectiveness of this feature that computer telephony integration has become a default feature for any call centre software solutions. Advanced versions boast of soft phone functionality (use of computer to control calls) and predictive dialer capabilities (an agent is connected only when a live person answers the automatically placed call).
Interactive Voice Response (IVR)
Quite a few callers have queries that can be solved by just accessing a database without engaging an agent. An Interactive voice response feature interacts with customers and leads them to a solution through a set of predetermined questions. It is a very important feature, and can be an expensive adds on, so does enquire about its availability with your chosen package.
Apart from above mentioned ‘must have’ features, call centre software solutions generally have some other features like workforce management for real time monitoring, call blending for switching agents between handling inbound calls and outbound calls, and multimedia handling for simultaneously handling of queries over different communication channels such as email, web, fax, chat and phone calls.
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The performance of a call centre depends a lot upon the efficiency of the call centre software. So do a thorough investigation of your systems, processes and future plans before deciding upon any call centre software solution - be it operations specific such as telephone call routing software, predictive dialer or general call centre management software. Moreover always go for the software that is scalable and customizable according to your specific business and turnover requirements.
Article author: Surinderjit Singh
Call centres were termed so because in their initial days they only used to receive voice calls over the telephone. But the explosion in communication mediums and the emergence of the Internet as one of the primary modes of interaction has propelled call centres towards handling two-way interactions over Web in the form of chat and e-mails. The name “call centre” no longer encapsulates their core area of operations. Hence, the better name for them now is “contact centre”.
In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.
The new generation of
contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.
This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.
VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.
Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.
Key Features:
• Screen pops which help agents retrieve information in real time.
• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.
• Agents working from their homes and other geographically scattered sites.
• A central office that manages the entire call turnover taking place at multiple locations.
• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.
• Multiple reports charting out call history and agent performance.
• Scalable and flexible telephony user interface.
Key Benefits
Some key benefits of a VoIP based contact centre are:
• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.
• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.
• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.
• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.
• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.
Kate Dawson is a call centre administrator and has an in-depth knowledge about contact centre solutions such as automatic call distribution system, telephone routing software,
VoIP call controller etc.
Article author: Kate Dawson
