VoIP Systems Offer Brand-New Opportunities for the Call Center Contact List

The need to get in touch with a call center is not something that anyone looks forward to. It usually implies that something has gone wrong and you need it fixed. People are accustomed to poor service, waiting on the line for what feels like hours, being directed to the wrong person, explaining the same thing over and over again, and desperately hoping for a solution that feels like it will never come.

But that experience is changing.

Making the Call Center Contact List More Powerful

Contact centers are now equipped with analytics and smart contact lists, making those days of frustration and wasted hours waiting for someone to pick up a thing of the past. The new class of VoIP-powered call centers and the sophisticated software behind them are transforming the ways you can use communication as a business tool.

No one feature is more beneficial to the experience than the contact list. By integrating the contact list with your call center software’s other features, the life of an agent is dramatically simplified. For example, syncing your contacts with 8x8’s Virtual Office Desktop directory allows you to easily search, sort, and view your contacts from a single, simple-to-use interface.

The rewards for consumers are instant and obvious. It's a thrill for them to be greeted by name by an agent. The system tells the agent who is calling, what products or services the customer currently has, and their history with the company. That level of detail can instantly diffuse frustration, turning what could have been a difficult interaction into something more collaborative and helpful, saving your company time and money while keeping a customer happy.

What the Smart Contact List Can Do

Once integrated with your call center software, the contact list simplifies the process of placing and receiving calls. The same is true for sending messages.

From within the Contacts dashboard in the 8x8 software, agents are able to look at a contact's details and navigate to a “Call with 8x8” button that will automatically trigger a voice call from within the page. No more looking up a number, writing it down, switching to the dialer, or picking up the phone. The ability to instantly make a voice call is integrated into the contacts list, which creates far greater efficiency for users.

Other Call Center Software Features Working in Tandem with the Contact List

The contact list is just one of many great features built into 8x8’s internet-based call center system. Here are a few others:

  • Easy Setup: Because it’s easy to set up and configure, you can start taking calls using your VoIP call center within minutes. Meaning, disruption to operations is minimal, if any.
  • Inbound Calling: Efficiently route incoming calls to available agents.
  • Predictive Dialer: Replace time-consuming manual dialing with predictive auto-dialers that can screen for voicemail, busy signals, and disconnected numbers, allowing your agents to maximize actual talk time.
  • Skills-Based Routing: The IVR builder automatically distributes calls to agents best equipped to answer callers’ concerns.
  • Call Recording: Automatically record any calls and play them back at a later stage for analysis. Highlight certain sections of the call that you can use to coach underperforming agents or reward achievers. All recording is stored in the cloud for safe, easy access.

Agent Management Has Never Been Easier with Call Center Software

One of the most appealing aspects of running a VoIP call center is that managers have a detailed but unobtrusive view into the activities, as well as the success rates, of the agents representing the brand. They don't have to interfere in the process. They only need to look at their dashboards that show how long a call took to get answered, if it was successfully resolved during the first call, how busy agents are becoming, and all other information they need to gauge the call center’s efficiency.

Managers also have the ability to monitor calls between agents and customers in real time and can even intervene in “whisper mode” to make suggestions without the client being aware of it. There's also a “call barge” feature that allows managers to jump into the call and speak to both parties, if the need arises.

Empower Your Contact List, Increase Organizational Efficiency

A successful call center puts the smart, integrated contact list at its heart. With the wealth of on-demand information available to agents, a business can transform the way it interacts with clients, making cultivating meaningful and long-lasting relationships a whole lot easier.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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