The quality of customer service plays a fundamental role in business growth and strengthening the brand image in the market. Today, customers use several channels to share their comments, reviews and recommendations with other buyers, and even one case of unsuccessful experience can ruin the image of the company if it becomes viral. Therefore, it is extremely important that companies take every interaction with a client seriously and use all available opportunities to leave a positive impression on customers.The responsibility for providing excellent customer support is even greater in the inbound process, which leads to the need for a call Center software solution for a call center with many features. The blog lists some important features to look for when searching for call center software. We will see.
Unified interface Customer service representatives need quick access to all important customer data and records. The team does not have to spend a lot of time switching between multiple applications to obtain customer information, payment history, purchase records and other important data. Call center software should have a single interface to provide quick access to a representative, as this increases accuracy and efficiency.
Cloud connection Call centers are present in several places, which makes it necessary to have a secure and stable hosting infrastructure for optimal performance. The client will not be happy to know that the representative cannot receive account information due to a locked system. Call center software must be compatible with the cloud feature so that representatives can receive all the important data.
Support representatives, in most cases, are required to call the call center, but should not lose sight of the importance of providing mobile access to representatives for central business applications. Companies are increasingly introducing mobile applications, and there is a tendency to create their own device (which will remain here). If supervisors and managers have access to customer records, open tasks and other information on their mobile devices, it will be easier to manage equipment and improve customer service remotely. The team is experienced to deal with any emergency at any time of the day.
7 important features of the Archiz Contact Center solution
1. Automatic Call Distributor (ACD)
The automatic call distributor is considered the basis of the call center. In general, call centers are filled with large volumes of incoming calls, but ACD helps organize things systematically. This telephone system helps route / distribute calls to the most suitable agent or department in the company.
2. Interactive Voice Response (IVR)
Everyone should ever experience an IVR system when trying to contact any call center. After greeting from IVR, the client has the opportunity to select the appropriate field in which he needs help. Depending on the choice, the call is routed to the most suitable department or field. Voice-enabled IVRs, such as text-to-speech and automatic voice recognition, are also available for IVR routing.
3. Integration of Commercial Tools
Here is a way to update the idea of call centers by integrating software solutions for call centers with commercial tools. CRM, help desks, marketing software, chat systems and e-commerce platforms are the most common commercial tools. Through this integration, a call center agent can collect all kinds of customer information, from purchase history to voicemail, notes, chat transcripts, etc., to offer individualized services to customers.
4. Multi-Channel Contact Center
Today’s customers require responsiveness and responsiveness to easily communicate with contact center agents. The contact Center solution for multi-channel contact center allows you to integrate information across multiple channels and bring the quality of customer service to a completely different level. Throughout the life cycle of communication with the client, information continues to be integrated into any communication mode selected for a later time, and without the need to repeat the details again and again. Consistency is maintained and offers an organized way to interact with customers.
5. Reporting and Monitoring
A number of variables and real-time dynamics play an indispensable role in determining the performance and productivity of the contact center. Traditionally, reports and graphics have not been able to help capture dynamic information efficiently. Therefore, today contact center managers need interactive tools for analyzing dynamic information. Control panels, information portals and dynamic visualizations help you quickly track business dynamics, compare data, analyze data, quickly identify and solve problems, and make effective business decisions.
6. Analytics of The Contact Center
To pave the way for success, it is important to analyze and deeply examine customer behavior and the current trends and patterns that follow. To do this, managers should have access to comprehensive indicators, which include call volume, failure time, driving time, first contact resolution, etc., so that they can make decisions based on data for a tangible impact on the contact center as a whole.
7. Call Recording Function
Today, when more and more attention is paid to improving customer service and adhering to corporate governance policies, contact center managers have realized the need to register and analyze customer interactions. In addition, this dynamic information can be used as a source of business intelligence for a thorough analysis of the client, and sometimes to comply with legal requirements. Call recording allows you to monitor your agents in real time, listen to recordings, perform quality control, record data for any future dispute resolution and much more. Other Features of Archiz Call Center Software
Call Queue Management If your call center software provides features such as personalized music, a callback queue, or a voicemail queue, the quality of call waiting is improved. Location Codes and Notes The software should provide representatives with the ability to add brief call notes and location codes to the call log and CRM.
This helps to keep important customer information. Internal call routing. The inter-agent call feature improves teamwork and promotes positive teamwork. It also speeds up the problem-solving process, because a representative can call technical support or another team member to get answers to a request while the client is online.
The company must identify areas in which it is lacking in order to provide an impeccable customer service experience before investing in call center software. If you have any questions about the integration of the software of the center of incoming or outgoing calls, its functions or how to eliminate the shortcomings of the support representatives, do not hesitate to contact one of our product experts for advice without any obligation.