Things you need to know about call management software
Providing feedback and generating reports and statistics are just a few of the many things that a call management software can do.
For businesses to function at its best, they also need to be the best in their field when it comes to addressing customer issues. As businesses grow, the number of customers will also increase. However, with the increasing number of customers also comes the increasing need to address the concerns they have about your product. Besides, timely delivery of products and services is also crucial to the growth of any business.
This fast-paced world that we live in also warrants greater speed in accomplishing day to day tasks and everything involving the business. With the increasing volume of calls that a business receives on an hourly and daily basis, no calls should be left unattended. Otherwise, the company may suffer the consequences.
This goes to say that call management software should be an indispensable part of one’s business. If you’re new to this kind of software, here is a list of things that you need to know about call management software.
It has an intuitive interface
Each time the agent logs into the call management software, he will immediately have access to real-time reports that will inform him about the team or company’s goals and the performance metrics of everybody in the team. This gives him an idea of what specific aspects of his performance needs to be improved to ensure that his daily performance is aligned with the company’s goals all the time.
With this interactive, as well as very intuitive interface everybody in the company will be informed on a daily basis about their performance and together it will be easier for them to work together towards achieving a common goal.
It is equipped with Interactive Voice Response (IVR)
An integral part of any call management software is the IVR or Interactive Voice Response. This feature allows filtering of incoming calls without the need for a live agent. An IVR also serves as the welcoming committee because it is the first point of interaction whenever a customer contacts the company. Therefore, one outstanding quality of an IVR that people should look for when choosing a call management software is for it to be easily customizable.
It allows real-time analysis and monitoring
This is another important feature that call management software should have. Real-time monitoring and analysis are so crucial, especially these days where businesses are moving too fast. It is through this feature that department heads will be able to track what really transpired during the interaction between the agent and the customer.
Those incoming, outgoing and agent-to-agent interaction during calls can be monitored and analyzed using this software. This capability to monitor and analyze will also make it easier for businesses to come up with better solutions for the improvement of their products and services.
It makes call recording so much easier
Call recording makes monitoring of every agent’s performance easier to do. Besides, when calls are recorded and played again, it will become easier for one to analyze the efficiency of resolutions given. Call recording also reduces the need to hire more staff just to ensure that calls are well monitored. When all calls are recorded, every agent can easily retrieve a specific call to check and understand better the customer’s reason for calling.
It makes effective coaching so achievable
With an industry-grade call management software, experienced agents or department managers can easily pop in during the call in case the newbie agent finds it hard to resolve the issue that the customer raises over the phone. The best thing about is that the customer on the other end will not be able to notice the challenges that the agent on the other line has.
The entire call will continue to take place smoothly between the agent and the customer without the need for the latter to know that a manager or a seasoned agent is already taking over the call. In other words, assisting newbie agents will become more effective with the help of the call management software.
It is designed with an Automatic Call Distributor (ACD) feature
A call management software also has an Automatic Call Distributor that is highly programmable based on certain factors, including the IVR response, geographic location and time of the call. These factors are taken into consideration when programming the calls to ensure that each will be routed to the correct department so that the right agent will also be able to answer.
One great advantage of having the Automatic Call Distributor is its capability to distribute large volumes of calls in a timely manner, far better than any other human agent can.
It enables fast and comprehensive historical reporting
Making historical reports becomes so easy to do with the help of call management software. It is because calls are filtered well, according to the issues raised, resolutions are given, departments and agents who received the call. With a call management system in place, it will also be easy for one to track the history of calls based on certain customer demographics. Thus, historical reporting will be made more comprehensive and efficient since deep database searches are made more possible via the call management system.
Providing feedback and generating reports and statistics are just a few of the many things that a call management software can do. If you want your business to achieve unprecedented growth, consider installing this software into your arsenal of tools for success.
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