TMCnet Feature
July 02, 2020

Crucial features to look for in a Call Center Software



Tired of your weak call center system messing up the critical operations leading to havoc altogether? Or missed out on many of your potential clients due to unorganized management?

If yes, then call center software is there for your rescue! Call center software streamlining all your operations, make your entire processing much easier to handle.

However, most agents struggle to select software serving all their requirements. This article put together some of the common yet crucial features you must pay heed to while looking for a call center software.

Interactive Voice Response (IVR)

IVR is one of the most effective call center software features. It works as a virtual respondent interacting with the callers via DTMF keypad tones and providing them with customized responses. It allows you to instantly connect to your customers and take charge of their issues.



In the course of interactive voice response, a customer is first greeted with an IVR welcome message and is then asked to choose from the varied prompts. And concerning the choice of selection, the caller is routed to the relevant department or the right agent.

IVRs stand best for call centers dealing with different fields and aligning with various call types.

Call Control

This call center software feature helps handle the basic call functionality as in mute, hold, transfer, conference, or drop the calls. Advanced software solutions like Dynamics 365 for customer service feature call control functionality entirely built up in the browser. With this, the agents can mute, hold, or transfer calls with just a click.

Automatic Call Distributor (ACD)

Automatic call distributors are a telephony system that sets up to perform several critical functions. They work in automatically routing calls to the most appropriate agent available at the call center. With ACDs, you can easily set up your call routing criteria-based on the call volume or customer requirements.

Call Monitoring

Call monitoring enables you to keep track of all the business calls without customers or agents being wary about it. It helps you ensure that every call is answered and lets you monitor the performance of each team member. And while being mindful of the fact of constant observation, the agents will strive to put their best. Thus, contribute to the growth of your business.

Skill Based Routing

Skill-based routing aligns with routing calls, considering the skill-set of the agents. It starts with categorizing agents or teams based on various skills viz. language, region, area of expertise, demographics, or any other meaningful bars. Following up with the caller input, IVR takes up to route the call to the most competent agent who can best serve the customer. And with the right agents in the field, customer issues are tackled effectively, enhancing customer experience.

Analytical Reports

Analytical reports provide you with insights into all the significant constructs regarding your business. This includes the total number of calls, call volume on different days, peak hours received traffic from varied regions, new callers, and other valuable aspects. Analytical reports are considered as an essential tool while scheduling agents or evaluating the performance of your team.

Call Transfer

Call transfer is another significant feature that allows the agents to transfer calls to another agent without disconnecting the call. So, if an agent is unable to handle an issue, he can transfer the call to someone more competent easily via their mobile phones. This helps to reduce the waiting time and solve the customer issue quickly.

Call Recording

Call recording allows you to record and save all your business calls. As a manager, you can pave back to these recordings while checking upon an individual's performance.

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