Call centers provide an efficient means for a company to handle the constant flow of incoming and outgoing phone calls. They also need to be properly optimized in order to get the most use out of the center.
ACD queues and directs phone calls to the most appropriate agent or department. This can greatly reduce the amount of times that a caller is transferred, improving the overall experience.
You can use this feature to record all of your interactions with customers. These interactions can then be replayed in the event of a dispute to determine who is truly at fault with an issue. Many call centers also support the ability to record what’s on the employee’s computer screen.
This provides a simple way for agents to answer any questions that your customers might have. The discussion also occurs in real-time, so the issue can be handled in a timely and efficient manner.
This application can provide a great deal of insight into the overall performance of the call center by monitoring how closely the employees follow the company’s policies and procedures.
Computer Telephony Integration can automatically load a customer’s information onto a computer screen after the ACD successfully connects a phone call. This can greatly improve productivity since the agent does not have to spend time looking up the data.
A campaign management system provides your agents with a full list of phone numbers and email contacts. Many of them can also keep a record of how a customer reacted to a particular campaign.
A CRM application can provide useful information about customers to call center agents. It can also document past interactions with a customer since future interactions can be improved.
A call center can use this to feature to automatically dial a series of phone numbers during a campaign. This can save employees a lot of time that can be spent interacting with the public.
VoIP (Voice over Internet Protocol) – This allows your call center to make and receive phone calls and faxes over the internet. It requires a fair amount of bandwidth, but can save a great deal of money in the long run.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more