Best Call Center Software
With the Call Center Software, you can receive your phone calls, get statistics on these calls, and organize the work of many telephone operators within your company. Managers can receive statistics on these calls and manage your call center by numbers, which is very important in modern-day business. Call Center Software is an ideal tool for monitoring the quality of all your business processes and controlling the work of your managers. It allows you to: Reduce your call center costs; Streamline your sales process. Additionally, the software does the following: improves agent engagement and costs, automates the work of your support, increases productivity, provides seamless omnichannel customer service over a single interface for your agents.
What is Call Center Software
Call Center Software helps you to automate and optimize processes in your call center or at the sales department. If you have the salespersons and they make calls you should use contact Center Software. This software allows you to make calls via the internet like mobile calls but cheaper and with additional features.
You can monitor calls, listen to phone call records, measure salesperson efficiency, make integration with your CRM system, etc. The main difference between "classical phone calls" that they are made on the internet. You need only a laptop, software, headset and access to the internet. No wires and cables. You can make calls lying on the beach.
Also, it's very useful if you make international calls. You can rent a phone number that is used in this country like +16507599755 in US, or In Germany +49........ Using this kind of software is much cheaper than calling internationally from your personal mobile phone.
Call Center Software Features
In this case, all is pretty simple. This software for calls.
Transfer customers to other agents
Sometimes your support agents can't answer all questions and you can transfer this customer to more qualified employees. You can do it without stopping a conversation. Just make a pause, while the customer is listening to some good music other agent can pick up the conversation and interact with the customer.
It is a very important feature for any manager. Call Center Software automatically makes the records and attach the file to the customer card in your CRM. Managers and salespeople can listen to calls and figure out how they can improve the sales process. Salesperson can recall what the previous call was.
Customer's phone number identification
After the first call, the system automatically creates a contact in your CRM. When a customer calls again the system identifies him and a salesperson is able to see the customer card before starting the conversation.
You will be able to monitor how many calls were made by your sales department, specific salesperson and time the conversations took. You can measure the efficiency of your call center.
Connecting with deal owner
If you have a long deal cycle you shave to make a few touchpoints with customers. Sometimes customers call many times before purchase and the system randomly creates contact cards in your CRM. In case you need it, the system can connect the customer with the salesperson who interacted with him before.
IVR (interactive voice response)
You probably came across a situation when you called to the bank and robot said: "Press 1 if you want to know more details, press 2 if you want to know about our tariffs and press 3 if you want, to have a conversation with our support agent".
It is sent after the call with all details.