In today’s tech-driven environment, running a call center efficiently requires having the right call center software features to support your phone system. When it comes to inbound features your call center needs, make sure your contact center solution has these essential tools to help managers and agents perform at their best.
Does your call center software support these 9 important call center features for your inbound calls?
1. Hosted IVR
An interactive voice response system is a must for any busy call center, especially when there are several departments. The IVR system allows you to customize greetings, prompts and menus, so that callers can quickly and easily be routed to the proper department, eliminating the need for multiple transfers and the customer frustration that often results.
A hosted IVR makes life easier for your customers and agents alike. By having a call center feature like hosted IVR, customers can get answers to simple questions without needing to ever reach a live agent. Questions like store hours, support hours, billing inquires, etc. can all be set up within an IVR system. Plus, with the right setup your customers will be routed to proper department, eliminating the need for in-call transfers and reducing time spent on calls. Multiple levels of detailed prompts can get callers to the right place in case they do need live assistance.
2. Automatic Call Distributor (ACD)
An Automatic Call Distribution system effectively manages all incoming calls using a database of predetermined identifiers, instructions, and call volume. A proper ACD provides the call center with capabilities like automatic customer/caller identification, typically through the number the call is coming from. After validation of the caller, the call can be properly routed to the correct department, placed into a queue, and monitored. The ACD can also collect and store data for each call, making it a truly invaluable inbound call center software feature at any business.
An ACD system is designed to help improve average handle time, call duration, and queue time by quickly matching customers with agents to answer their inquiries. This increases agent efficiency by keeping agents from lobbying over who takes which calls. By automating the process, call centers will drastically decrease queue times and improve customer satisfaction.
3. Customized Call Queues
This call center feature can be configured to play music or provide customers with information like expected wait time. The queue can also give customers the option to leave a message or receive an automatic call back. A quality call queue customization can help set expectations and provide a more enjoyable experience. Plus, within these call queues you can also promote products and offers, and point out other possible contact methods. A custom call queue can add the personalized touch that today’s customers expect.
4. Call back Reminders
Call back reminders are extremely important to keep customers satisfied and agents on task. Whether your agents are taking a handful of daily calls or hundreds, it’s very difficult to implement an effective calendaring system that keeps every agent accountable for individual customers. Call back reminders not only give your business a seamless way of calendaring, but it also allows inbound agents a chance to follow up on a customer’s inquiry.
5. Dynamic Scripting
Having a platform with advanced dynamic scripting capabilities is extremely important to your business and agent confidence. Dynamic scripting software reduces onboarding time, getting agents onto real calls sooner. This expedited training improves retention as new agents begin to get results faster. A platform with drag-and-drop scripting capabilities can revitalize even experienced agents’ conversations with customers. Plus, with dynamic scripting you can spot trouble areas within your team’s conversations and adjust accordingly. Without the latest scripting capabilities, you are leaving your agents at a serious disadvantage in every customer interaction.
6. CTI Screenpop
With CTI screenpop, agent’s screens will automatically populate with the current customer’s information. With instant access to info like purchase and case history, agents to provide more personalized and helpful customer support. This sort of personalized CX is a proven way to help retain customers and create net promoters of your brand.
7. Skills-Based Routing
Working in conjunction with the ACD and the IVR, skills-based routing ensures that a call is routed to a specific agent based on information entered by the caller, thereby connecting the caller to someone who speaks a particular foreign language or with a specific area of expertise. This serves to improve efficiency, save time, cut down on call transfers and frustration, and provide excellent service. Busy call centers can really benefit from this feature since they are able to segment customer inquires based on priority and skill. You do not want your most qualified agents handling calls that can be handled by lower level staff.
8. Live Coaching/Whisper
An essential contact feature that ensures agents provide the best possible service, live coaching lets managers listen in on calls. Whenever necessary, they can coach agents through their calls to improve results and help agents learn.
With whisper functionality on your inbound call center solution, you can hear WHY your agents are struggling with certain inquiries. You can also utilize this functionality to barge in or coach agents through a tough inbound experience. This feature allows managers to access responsibility to agents and gives managers the ability to assert themselves into tough interactions to support team members. Additionally, with broadcast messaging, managers can quickly send messages to agents, which is particularly helpful for when you’re managing a virtual call center.
