Amazing 30 Benefits of Call Center Software

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30 Benefits of Call Center Software Too Good to
Ignore
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Introduction

• The benefits of using call center software are
  many.
• In addition to the fact that you can use and
  capitalize on the software, your call center will
  be able to address several issues only a few
  contact centers know of. 
• Companies that use call center software  which
  allows them to pick and choose the calls they
  field no longer have to take calls in the order
  in which they are received.
• Instead, they can prioritize calls by urgency,
  customer value or any other conventional business
  rule. In doing so, their most valued customers
  will never be left on hold or to fall victim to a
  call queue whirlpool.

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Benefits of Call Center Software

• Live Training
• Call Recording
• Automatic Routing
• Report Tracking
• Ability to Prioritize Callers
• Queue Management
• Dial to Extension
• Call Control
• Reduced Cost
• Status Monitoring

• Enhanced Customer Service
• Flexibility
• Multiple Channel Support
• Security
• Data Backup
• Disaster Recovery
• Round the Clock Support
• Quick Data Access
• Proper Call Distribution
• Easy Customization

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Tips to Maintain Positive Attitude

• Scalability
• Automatic Dialer
• Computerized Survey Forms
• Provides Agility
• Predictive Dialing
• Call Selection
• Pay-As-You-Go Model
• Easy to Use
• Auto Updates
• Business Continuity

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1. Enhanced Customer Service

• The ultimate use of call center software is to
  manage customer queries in an effective and
  efficient manner.
• This is one of the major benefits of integrating
  the best call center software in your
  environment.
• By doing so, you can not only attain better
  customer experience but will also attain boost in
  your business.
• Also with call routing, the call gets
  automatically forwarded to the most suitable
  agent thus reducing the wait time in the call
  transfer process.

2. Flexibility

• A good quality call center software always
  provides flexibility to its users.
• It permits the firms to expand their business in
  various geographical locations.
• Due to its ability of handling calls in varied
  location, the employees can efficiently perform
  their tasks from home as well.

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3. Multiple Channel Support

• The multi-channel support plays an important role
  in offering customers with a system to get the
  solution to their queries and being in their
  comfort level.
• Most of call center software helps through
  several ways such as voice call, email, chat,
  social media, and remote access.

4. Security

• A business is nothing without its customers and
  its data.
• To keep the client information safe and secure is
  of extreme importance for any business.
• The modern call center software solutions offer
  extra security when compared to a conventional
  model of call center software.
• The present model offers data encryption,
  implement strong password policies, use of rules
  restricting access to user data.

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5. Data Backup

• Apart from data theft, there are other
  circumstances that can also result in loss of
  data, which can cause inconvenience and will
  bring a pause in daily business activities.
• Thus, all the software provides the user with an
  option to take data backup of all the important
  customer information and other activities.

6. Disaster Recovery

• Other than data backup, call center software
  supports the high-availability feature that
  allows real-time synchronization of data between
  servers.
• This helps in reducing chances of loss of data.

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7. Round the Clock Support

• As call center software support from various
  geographical locations, they offer round the
  clock availability.
• This provides the users with the convenience to
  reach them for any issues as per their comfort.
• It can be stated that the company with continuous
  availability has much higher clients from various
  part of the world and handles more issues
  compared to others on daily basis.
• From this, it is evident that continuous support
  adds to business productivity.

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8. Quick Data Access

• Latest call center software provides complete
  information like campaign number, owner of the
  campaign, detailed campaign history etc. to the
  agent before they attend the call.
• This keeps the progress on campaign going even
  when the agent handling the issue previously is
  not available in the office or assisting other
  callers.

9. Proper Call Distribution

• To get the most out of every agent working in
  your call center, it is required that every agent
  gets an equal chance to showcase their talent.
• Based on agents performance, the management can
  use their skills for their advantage by assigning
  them the tasks they are best in.

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10. Easy Customization

• Every firm has different needs based on their
  client requirements. 
• Virtual call center software makes it possible to
  easily customize the software in few steps.
• They can easily customize the menu options,
  welcome message, and reply to promptly with
  related action.

11. Live Training

• On call or live training is a crucial feature
  that calls center software offers.
• With the help of this feature, the agents can get
  the desired supervision even when they are on
  call with the customer.
• This acts as a barrier between the trainer and
  the caller while the agent can be observed and
  trained to pull off outstanding customer
  experience.

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12. Call Recording

• All call center software integrates the feature
  of call recording and go through it later to keep
  track of agents performance and of the team in
  general.
• The recording of agents interaction with the
  caller can be used to train new agents about the
  dos and donts while handling a call.
• They can also use to as an example for certain
  known issues and the steps to fix them.

13. Automatic Routing

• This is the most beneficial feature of call
  center software which directs a caller to the
  most suitable agent for handling that issue.
• A caller for sales related query will be
  automatically directed to sales team without the
  need of any call transfers.

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14. Report Tracking

• These days almost all the call center software
  comes with integrated CRM (Customer relationship
  Management).
• This helps to gather detailed report of agents
  performance while handling callers based on
  real-time and past information.
• By doing so you can identify the areas in which
  your team requires attention to yield better
  results.
• Along with that it also helps in monitoring
  various aspects of your business and compare
  performance in conformity with the expected
  metrics finalized by the management

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15. Ability to Prioritize Clients

• Call prioritizing plays an important role in
  improving customer satisfaction index (CSI).
• Prioritizing permits placing the clients in
  successive order based on their service level
  with the organization.
• A client placed higher on the priority list will
  be served first as compared to other clients if
  they both call-in at the same time.

16. Queue Management

• Call center software offers the facility to
  manage the calls using various queues.
• Agents are allocated to separate queue based on a
  unique criterion.
• E.g. If a caller is requesting for Spanish
  support his call will be automatically routed to
  Spanish agents queue.

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17. Dial to Extension

• This feature permits the caller to reach to an
  agent by directly dialing the agents extension.
• E.g. Reaching to an agent directly is possible
  if the caller is aware of extension of the agent.
  It can be useful when the caller is requesting
  for a specific agent to work on the issue or
  while taking another agent in the conference.

18. Call Control

• Call control defines those activities that permit
  the agent to handle the call functions smoothly
  like making a conference call, re-routing a call,
  putting on hold etc.
• In general, when an inbound call is received, a
  pop-up screen appears that acts as a timesaving
  method to perform all these actions from a single
  window.

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19. Reduced Cost

• In comparison to other alternatives of call
  center software, the virtual call center software
  confirms that companies can run and manage the
  complete call center with a very little
  investment.
• Theres no need to pay for heavy infrastructure.
• Only Cell-phone can be used to do tele-calling.

20. Status Monitoring

• The status monitoring enables the managing
  authorities to oversee every activity of the
  entire team at once.
• This allows the managers to ensure that there are
  no availability issues in any queue at any point
  in time.

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21. Scalability

• It is important that the contact center can
  adjust to changes in business process.
• With often changing business requirements in
  terms of workforce, the total number of queues,
  and other product or resource based
  specifications, it is important to ensure that
  the software is scalable to meet the business
  needs

22. Automatic Dialer

• The automatic dialer requires the contact center
  to upload an excel sheet consisting of a list of
  contact number and an audio file onto the system.
  
• The program will start dialing all the numbers
  mentioned and will leave an automated message as
  uploaded in the audio file.
• This feature can be helpful for the sales purpose
  and allow agents to have more extra time to work
  on client queries.

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23. Computerized Survey Forms

• To know your strengths and weakness is a good
  thing.
• To achieve this information, gathering feedbacks
  and surveys are the easiest and effective ways.
• The use of automated survey forms will not only
  make the process faster, also it can act as a
  basis for research data collection purpose as
  well.

24. Provides Agility

• With an IVR-enabled contact center, the business
  can eliminate the common repetitive questions and
  can directly transfer the call to the available
  agents.

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25. Predictive Dialing

• It allows agents to remove busy line, unanswered
  and disconnected numbers.
• The agent can upload a list of numbers that needs
  to be contacted and predictive dialer will
  consecutively call on every number in the list
  and will involve live agent on call only when the
  call is answered.

26. Call Selection

• It provides agents with the authority to
  selectively pick a call waiting in the queue.
• With call selection, the agents can work to get
  better results by choosing calls as per their
  proficiency.

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27. Pay-As-You-Go Model

• This helps the organization to lower the
  investment on a project by allowing them to pay
  for what they use i.e. to pay only for those
  features they avail.

28. Easy to Use

• The system software should be user-friendly to
  allow agents to perform their task conveniently.
• Most of the software providers allow a trial of
  the product and scope for customization, so
  organizations can use the system based on their
  needs.

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29. Auto-Updates

• In todays busy world it is not possible to keep
  a track of changing market trends manually, with
  the use of automated services the companies can
  have their software running with latest features
  in the market in almost no time.

18. Call Control

• Gaining customer satisfaction is a never-ending
  process.
• It requires the organizations to put in their
  best efforts to achieve customer loyalty, for
  which continuity is very important.
• With the help of remote location support, access
  to user data from anywhere, agents can carry out
  their respective tasks from anywhere in case of
  any emergencies.

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