Call center businesses routinely face challenges in maintaining customer records, workflow optimization, increasing call volumes, unexpected peak loads on some days, rising customer expectations, finicky callers, and more. Computer telephony integration (CTI) technology has paved the way for the automation of call centers operations through comprehensive call center software for businesses on a unified software platform.
Call center software enables automation, increased operational efficiency, cost reduction, and enhanced profits with time. According to reports by StrategyR, the global call center market will reach $496 billion by 2027. It further strengthens the need for leveraging technology for call center businesses to scale faster and stay ahead of the competition.
Before choosing a call center software, you must identify your specific business needs and go for a solution that provides all tools to streamline your call center business operations. However, first, it is essential to understand the critical features of call center software and how these benefit your business.
10 Top Features to Look For in Call Center Software
Here is an overview of crucial features and tools that reliable call center management systems typically offer and how these tools can streamline your call center businesses.
1. Automatic Call Distribution
Distributing the calls evenly and keeping call center agents engaged optimally is essential to enhance call center efficiency. Automatic call distribution (ACD) tools help distribute calls to agents automatically for even call load distribution and routing.
For example, the ACD system routes the next call to the following agent when one agent is occupied in a call or routes it based on the caller’s preferred language to an agent proficient in that language. This ensures ease to both the agents and the caller.
2. Intelligent Call Routing
The top call center software solutions provide artificial intelligence (AI) and machine learning (ML) based intelligent call routing (ICR) tools. These tools enhance the overall performance of call centers, quantitatively and qualitatively. A step forward to ACD, in this feature, AI recognizes patterns from past caller records, feedback, and agent skillset or ratings. The software uses this information to route calls to the appropriate agent or caller’s preferred agent.
This feature automatically routes the calls to the best-suited call center agent based on the caller’s available data and agent reviews. For example, angry customers/callers’ calls get automatically routed to the most proficient, best rated, and tolerant agents who can satisfy the caller better.
3. Global Call Routing
Multinational businesses operating in various countries typically need call centers in diverse locations across the globe. These businesses need this crucial global call routing feature in the call center management system that automatically routes calls to the nearest location/call center.
This feature offers the caller a local/familiar experience, resolves time-zone conflicts, and reduces costs. Thus, to provide an excellent customer experience in call center services, most businesses prefer this feature in the call center software they opt for.
4. Interactive Voice Response
Interactive voice response (IVR) is a popular tool that allows call centers to interact with callers through automated self-service menus with pre-recorded voice instructions. For example, we regularly encounter this when we call a customer service number; a voice guides us, telling us to choose from the options in a menu.
IVR enables call center businesses to reduce the need for agents, handle more calls, offer better customer service, save time, and reduce costs. It allows easy scalability to support business growth.
5. Power Dialers
A power dialer automatically dials the following phone number from a list of stored numbers when a call ends. For example, a call center agent has a list of 15 numbers for outbound calling. The power dialer also known as predictive dialer will immediately dial the following number when the agent completes and hangs up the first call.
This feature remarkably saves agents’ time in searching and dialing, enhancing agents’ productivity. It eliminates delays thereby enhancing the process efficiency considerably.
6. Call Tracking and Monitoring
Call center software tools help track call location, duration, quality, and more. The tools also provide information about the callers’ past call records. This data allows supervisors to measure overall business performance and streamline call center operations.
Call tracking and monitoring features are critical for all call center businesses. The data collected from these tools is also leveraged for customer segmentation.
7. Call Recording and Call Barging
Almost all the call center systems available in the market offers call recording functionality. Call center businesses can leverage this to analyze conversations later for agent performance evaluation and training purposes. Similarly, the call barging feature enables managers to listen to conversations between agents and callers in an ongoing call without their knowledge. These features aid in quality control and enhancing customer satisfaction.
8. Live Call Transfer and Coaching
Often, call center agents cannot solve a caller’s issue and need an experienced agent or supervisor’s assistance. The live call transfer feature in online call center systems allows agents to transfer the ongoing call to the supervisor without hassles.
Additionally, advanced call center software solutions also offer a live coaching facility. Here, the supervisor may not directly take over or interrupt the ongoing call. Still, he can listen to the same without the caller’s knowledge and guide the agent for appropriate resolution of the issue.
9. Voice Broadcasting
Another useful call center tool for bulk calling is voice broadcasting. This feature allows call centers to send numerous calls simultaneously through pre-recorded voice templates. Call centers can leverage this for promotional messages, offers, payment alerts, reminder calls, and more.
Moreover, the software manages this without involving human agents. This saves time and resources and improves efficiency. Call center businesses thus need to hire fewer agents to accomplish the same workloads.
10. Analytics and Reporting
Call center software provides business intelligence insights for informed decision-making through analytics and reporting tools. These features record and process caller information, call details, customer feedback, agent productivity, and more to generate valuable insights.
The software also enables automated customer/caller surveys, marketing research surveys, polls, etc., and tracks responses to create detailed analytics. It also generates various reports that you can customize as per your needs.
11. Integration With Other Systems
Businesses need to integrate their multiple software systems with each other for easy access and sharing of data across multiple platforms. Thus, it is necessary to ensure that the call center software you choose facilitates all the required integrations.
Call center software must allow seamless integration with other internal or external systems as per your business needs. Businesses typically require CRM and accounting system integrations.
Call centers need to manage customers, calling agents, voluminous call load, and data. Without proper management, this ever-rising number of calls can damage agent performance, reduce efficiency, annoy callers, and diminish call center profits. With rising competition, these issues can cost businesses heavily.
A call center software provides numerous useful tools to solve these issues. A reliable call center system or software platform can enable call center businesses to perform better and satisfy customers. It also helps businesses scale without hassles and achieve steady growth with enhanced profitability.
However, as call center systems offer varied features, it is necessary to make the right selection to match your business needs. So, analyze the call center software features mentioned above and choose the right call center software to streamline your business!