Remote operations
Marc Prempain
7 May 2024
Share this article
Share this article
Call centers use customer calling software as their main tool for managing a company’s inbound customer support calls.
More developed than a simple enterprise telephony solution, the call center software allows you to obtain tools for real-time monitoring of calls, but also to improve telephone productivity and the collaboration of the solution’s users.
If you’re looking for call center software, it’s likely that you’re also helping your customers through other communication channels. It’s important to consider how your new call center software will integrate with your other channels.
When a customer calls your team, how can they be connected to the right person quickly?
Whether your software offers automatic call routing or customers must select a service after listening to a series of options, it’s important to understand how your call routing will work. Getting customers connected to the person best suited to help them solve their problems is important for boosting FCR and customer satisfaction.
Customers find it frustrating to have to repeat their issues to different support agents and provide a summary of their previous interactions. But when agents have more information about the customer calling in, they can provide more effective assistance. ViiBE is integrated with several CRM software such as Zendesk, Salesforce, IBM, and Microsoft Dynamics.
Call centers running on cloud networks will need a cloud-based calling system to align with their online databases. Cloud-based calling, or voice over IP (VoIP), is a phone system that operates over the Internet instead of a phone line.
While this service is usually offered by a third-party provider, it is usually less expensive to install and maintain than regular landlines.
Managing a call center requires managers to keep track of call center metrics, such as incoming call volume, call trends, and agent efficiency. It’s impossible to manage scheduling and plan for the future without knowing how your team is handling traffic fluctuations.
Since agents have to deal with a high volume of calls where the callers are facing similar issues, it may be worth getting call center software that includes a feature that helps agents script calls. Like a chatbot, a call scripter detects certain keywords in the customer’s email and offers troubleshooting instructions based on a common response.
Today, having software with a call center function is not only reserved for customer service. Agents may need to make outbound calls if you offer proactive customer support options. Sales teams may go through your call center software to call prospects.
An interactive voice response feature allows your customers to speak with an automated system before reaching your support team. Even if your customers don’t like talking to a machine, they can solve some of their problems with this option or provide basic information that will allow your team to serve them better.
The best customer calling software will allow you to manage the escalation process for urgent customer support requests. As soon as a customer calls with an issue, they should be able to reach the appropriate party at each step of the process. The purpose of the call center software you have is to solve the problems you encounter, but also to issue vouchers, discounts, or refunds to your customers through this software and during a call.
Carefully consider the software’s pricing per phone call or per session. Depending on how your chosen software assigns your phone numbers, customers may be charged more than expected for each minute you spend on the phone with them.
There are many customer calling software available. With ViiBE, you will be able to organize the workers in virtual call centers in a personalized way in order to facilitate teamwork, but also maintain a high level of data storage security.
Moreover, thanks to its integration in all major CRMs, ViiBE adapts to the platform of your choice, so you don’t have to change your existing workflow.
Join our newsletter to keep up to date with the latest news in the visual support industry.
Free E-book available now!