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.
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.
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.
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.
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.
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.