In today’s business environment, it’s crucial for companies to offer timely support to improve customer experience. Despite digital channels like live chat and email, many still prefer to contact customer service by phone. That’s because phone support offers more immediate and personalized resolution to customer issues, which is what call centers are used for.

However, providing top-notch support will likely involve using call center software.

If you’re wondering what call center software is, it’s a program that manages all customer-related calls. It allows you to communicate efficiently with customers, even if you have a lean team.

Not all call center software is created equal. When choosing one, it’s crucial to understand each program’s features to see if it is the best fit for your company. The ideal system will also help your business grow and move in the right direction.

How Does Call Center Software Work?

At the most basic level, all call center software works by organizing incoming calls and communication in the most efficient, customer-friendly way possible. Here are the general steps:

  • The system identifies the customer.
  • If available, the system pulls up customer information for the agent.
  • The call/message is routed to the queue for the appropriate agents (based on agent skill set or the reason for the contact).
  • Once in the queue, agents can pick up the call manually or as automatically assigned to them.
  • The agent assists the customer, which is more efficient with the information the software provides.
  • If the issue isn’t resolved, the software allows the agent to record the interaction and manages further follow-up.
  • When the ticket is finally marked closed, the software can send follow-up surveys/communication to the customer.

What Software Do Call Centers Use?

Call center software features vary; however, there are a few indispensable ones you should look for during your search.

Omnichannel Support

Even though the phone continues to be the most preferred channel, good call center software should also offer support via other communication channels like SMS, email, live chat, messaging app, and social media. A software’s multi-channel capability makes your company easily accessible to customers, allowing you to deliver support more efficiently.

Call Routing

Routing calls is a basic feature of any call center software. But if your company deals with a significant number of calls during peak hours, it’s crucial to look for one with automatic call distribution. It’s a skill-based routing feature assigning incoming calls based on the nature of the call and the agent’s area of expertise. It ensures that callers get connected to the right person, resulting in customer satisfaction and faster call resolution.

Built-In Automation

Automation in call center software handles tasks that reduce the need for an actual agent. The most common is the interactive voice response feature that collects information from the caller before reaching your support team. Through automation, queries or issues sometimes get resolved through self-service channels, decreasing your team’s workload.

CRM Integration

Well-built call center software should integrate well with your current CRM software to provide better context on a customer’s support journey. By referencing previous interactions and available data, you reduce processing time as callers no longer have to repeat themselves. Moreover, support agents can quickly identify the issue and offer a personalized solution.

Monitoring & Analytics

Call center metrics such as call volume, call trends, and agent efficiency are essential in managing staffing schedules—including break times—and planning strategies for peak periods like the holiday rush. Having timely and accurate data to identify operational gaps and customer-related issues presents an opportunity to improve customer support.

Workforce Management

Call center software applications have call recording and intervention features to train and coach agents more effectively. The functionality of call recording can go beyond quality control and dispute settlements; managers can also use recordings to pinpoint an agent’s strengths and areas of improvement.

Similarly, call intervention offers the same benefits but in real-time. Managers can silently monitor ongoing calls, offer coaching through whispers or messages, and take over as needed.

Outbound Calls

If you want to take on a more proactive approach in providing customer service, consider using outbound call center software. It allows your agents to place outgoing calls and reach out to customers. Look for one with automated or predictive dialer and call logging features for a quicker process.

How the Right Software Benefits Your Business

The right software does more than streamline your customer support process. It also provides these benefits:

Improved Employee Productivity

Call center software manages all phone calls more efficiently. When it routes a call, it tries to direct it to an agent with the appropriate skill set. By matching the call with the right agent, you reduce customer wait times.

Enhanced Customer Experience

When customers receive a timely response and satisfactory resolution of their issues, they are more likely to demonstrate loyalty towards your company. Well-built software gives agents instant access to information, such as purchase and service history, necessary to address customer concerns quickly.

Better Returns

Excellent customer service with quality call center software leaves a positive impression on customers who might tell others about their experience, enticing them to try your business instead of your competitors.

Speak to a representative at ROI Call Center Solutions to know more about what call center software is and how we can help you use it to grow your business.