Sustainability and viability of call centers require providing great customer services. Despite the fact all businesses strive to improve their productivity and profitability, it is a hard job for call centers. Organizations can achieve this objective in various ways—diminish overhead costs, reducing labor, improve productivity— and of course ensuring lifetime customers for the business.
Regardless of whether you are running smaller or bigger call center, certain technologies are vital to run your call center efficiently. With some of the call centers choosing virtual call center software, others are looking for better solution like VoIP software.
There are some certain highlights of the software, which you must be aware of. Here is a list of them and how far they are helpful for running of call center smoothly:
Best VoIP software to enhance agent’s productivity
Handling large volume of calls is one of the most difficult issue faced by call centers. Provide exceptional customer services to your clients in inbound call center using this feature of incredible VoIP software.
This technology works by routing incoming calls to call center agents who are right for the call.
ACD to maximize sales
Idle time in a call center means you are not properly utilizing all of the available resources. Moreover answering machines may result in low morale in call center agents.
According to Wikipedia, “A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns.”
How Predictive dialer enhance productivity?
IVR can be called spoken commands as well. When calling out to the call center, you may have heard, “press 1 for debit card inquiry” or “press 2 to talk with call center representative”. This is possible with this feature of VoIP software.
According to, Voip-info.org, “Call analytics is a set of call management tools used by companies to assess and measure advertising performance and optimize the handling and processing of sales leads.”.
Want to evaluate the performance of your agents, it is now easier with call analytics feature in VoIP software.
With VoIP software, call limitations are decreased down to extent that you can control incoming calls, in fact, make a choice for incoming calls. Either routing the call to the voice box, call holding or answering, all is possible with this feature.
You never lack any sort of help at your call center by choosing VoIP software over other cloud-based software’s.
No need to have an individual faxing machine in your call center, as this feature is now available in your call center software.
Your call center managers and agents will simply love this feature now available in VoIP software.
To reduce the call bounce or end rate, music on hold is expressional practice.
Right call center technology and software come with certain features which can make working in call center easier. VoIP is popular among other softwares due to features added above. Successfully manage your contact center using this Coztel software and ensure excellent customer service by making it part of your organization now!