Call Center Software Solutions Improve Communications Efficiency

call center software solutions

There are many companies offering various forms of call center software solutions. All of these programs and features are designed with only one main goal in mind – to improve communications. Call center software solutions, whether stand-alone or cloud-based, aim for efficient and effective communications between a company and its clients; that is something organizations like the Canada Contact Center Association are passionate about.

Contact centers have different requirements dictated by the nature of their operations and those of the clients they communicate with. This makes it imperative to choose the most appropriate set of features, both to reduce costs and to ensure communications with clients are properly fielded. In this aspect, cloud-based contact center software solutions have an edge over stand-alone software solutions.

To provide a package that contains more features than the client needs will only result in unnecessary expense. To provide less than adequate features is a sure way to guarantee failure. Cloud service providers usually engage clients in a number of consultation sessions to determine exactly what their requirements are. Based on these requirements, cloud service companies cobble together a package with all the required features.

Which Features Are Most Important?

The need for most of the features or ‘solutions’ offered with call center software really depends on many factors, the most important of which is the number of call center agents. Having more agents mean more opportunity to benefit from automating functions; there is what is known as economy of scale. But even for modest call center operations, the following features are important.

  1. Automatic Call Distribution (ACD): This allows the feature that allows call centers to distribute incoming calls, SMS, social media messages and emails to agents efficiently. The considerations include customer needs & preferences, agent availability, and the skill set of each agent. This is a great improvement on merely passing incoming calls to the next available agent.

  2. Interactive Voice Response (IVR): Properly programmed the IVR feature allows the client to be pre-qualified. The client’s details are taken, his needs are recorded and his preferences, if any, are also noted. Best of all, this happens without requiring the attention of your precious call center agents; they can focus only on resolving calls assigned to them.

  3. Skill-Based Routing: This is important when a call center needs to have agents of diverse skills and educational backgrounds. Through this feature, calls are routed to the agent most likely to possess the skills to field it.

  4. Automatic Call Back (ACB): This feature allows the customer who has no time or patience to wait for an agent to become available to leave his phone number. The ACB automatically calls these customers back when agents are available to field their call.

  5. Reporting And Analytics Features: These allow the call center management to assess the performance of individual agents, as well as the entire call center. Data such as length of wait time to field calls, calls resolved per hour, etc. are collected and provided in report format. This helps management implement tweaks to improve performance.

Calls centers are huge communication centers, which is why they need the help of contact center software to help them improve the way they communicate.

Touch Technology Applications

touch tecnology

People and business establishments are discovering new applications for screens using touch technology. Though use of such screens started with simple machine controls and smart phones, they are now seen more in places. Screens using touch technology can benefit business establishments in many different ways when supported by appropriate software programs. Here are just a few ways touch screens are used:

Providing Information

Multi touch screens are used to provide information to the general public and to a company’s target market. Many hospitals, buildings, and trade shows feature information kiosks where even people with very limited computer experience can access information without human assistance. A common example is the building layout/directory screen we usually see in malls. People can search for particular stalls, types of outlets, or amenities like the restroom; this makes the use of such screens effective while allowing the company to save on costs.

Kiosks can also be used on the streets to provide direction to tourists and to provide information to visitors to a museum, library, or a government office.

Interactive Advertising Medium

A user-friendly touch screen can be less intimidating than a salesman. With a touch screen the user controls the interaction and can break off the contact at will; that is something you cannot easily do when dealing with a persistent salesman. Thus in factory showrooms and trade shows, an interactive touch screen provides cost effective support to the company’s sales team. Once a client has retrieved sufficient information from the screen, he or she is likely to approach a sales person for assistance which usually leads to a sale.

Touch screens advertising products and services in walkways and other public spaces entice people to interact. When they do, product information is provided and data about the user can be collected. Once one person begins to use the screen, curiosity drives onlookers to give it a try as well.

Retail and Service Industry Applications

One of the most common uses in retail a screen containing menus and prices the cashier uses in some restaurants. They can also be used to manage reservations and input orders. Some banks provide touch screens for their clients to input details of transactions even before they get to see a teller. This speeds up the transactions and allows tellers to serve more people.

Hospitals and clinics also use touch screens to improve efficiency. Touch screens allow patients to register for treatment, provide details of their condition, and indicate preferred medical professionals.

Training, Presentations, And Collaborative Work

Touch screens paired with educational and instructive programs are used in educational institutions as well as in company in-house training sessions. Internal presentations and those held for a company’s clients also benefit from the ease of use provided by interactive touch screens.

Interactive multi-touch screens are a great help to people who need to collaborate; members of a project team can immediately demonstrate the effects of any idea put forward. It becomes an impressive combination of a collaboration and sales tool when used to fine tune project details with a client.

New touch screen technology applications are still being developed; a recent article even suggests that our brains are beginning to adapt to touch screen use. You might as well get used to them because touch screens are here to stay.