Not sure what to look for when choosing a new call center software solution? With so many vendors out there competing for your attention, it can be difficult to know which software option is right for your business.
It’s always advisable to think about the features and functionalities that matter most to your team and work from there. To give you a head start, we’ve listed some of the most important features to look for in your next call center solution.
Make sure that your call center software comes with Interactive Voice Response (IVR) technology. This is the ultimate in customer-facing tech. An IVR phone system will greet each of your incoming callers and guide them through a list of relevant options that will route them to the ideal call center agent to deal with their query.
Implementing an IVR system in your contact center will help make your service more customer-friendly, professional, and efficient. IVR systems reduce wait times and the number of incoming calls that get sent straight to voicemail - or worse, get met with a busy line. IVRs help teams manage their call volumes and get issues resolved in a timely and customer-centric manner.
Look for a software solution that offers call recording and call scripting features. This is particularly useful for teams managing high call volumes. Call recording will help you keep a record of compliance, train new call center agents, and monitor performance. Call scripting can help agents deliver more accurate, consistent, and articulate calls based on custom call scripts. Great for maintaining quality standards.
Routing calls is a must if you want your incoming callers to get the help they need quickly and efficiently. Look for a call center software that offers advanced call queuing technology, automated call routing, and IVR technology so that customers can reach the right agent, department, or team right away and you can improve those first-time call resolution rates.
Today’s customers expect omnichannel customer support. That means, aside from calling, your customers should be able to reach out to your business using other communication channels. Channels like email, social media, SMS text messaging, live chat, and self-service chatbots.
Look for a software package that offers omnichannel communications and/or integrates with a wide range of alternative communications channels. 8x8 contact centers are omnichannel contact centers combining voice and digital channel support, intelligent routing, and proactive self-service options.
That means your customers can contact you whichever way they wish, and your service and sales teams will be able to respond quickly across multiple channels on one, consolidated, 8x8 platform.
Finally, make sure that your cloud platform generates data-driven performance and workflow reports. This will allow you to make continual, targeted improvements to your contact center services based on data and KPIs.
It’s super important to keep track of call center metrics (like first call resolution, agent productivity, call volume, and dropped calls). Choosing software with these features will make that process so much easier and help your business plan for the future whilst monitoring progress accurately.
Thanks to 8x8 analytics, you’ll be able to gain complete visibility over your call center performance by capturing insights and acting on them as quickly as possible. With customized reports, it’s easy to monitor and manage your contact center. And, along the way, automated critical performance notifications will keep you and your teams on track.