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June 02, 2022

3 Amazing Features of Modern Call Center Software



How do the top-notch call centers keep their agents motivated and provide a killer customer experience? Through modern call center software. In fact, great software is what makes those call centers top-notching the first place. So how do they do it? 



Great call centers use up-to-date software equipped with amazing features to meet the requirements of their project. Modern call center software has features like workforce management, automatic call distribution, and quality management analytics. These features boost the productivity of employees and help them avoid burnout. 

This article talks about3 amazing features that a modern call center software must have! 

1.  Automatic Call Distributor (ACD) 

Automatic Call Distributor (ACD)must be available in all call center software. It is a basic requirement for every call center (especially inbound call centers). 

ACD organizes incoming calls and connects them with the right agent to provide an optimized customer experience. It is a key component of modern call center software and is often integrated with an IVR. Below we have listed some of its capabilities: 

Instant Response to VIP Callers 

Automatic call distribution can detect high-value callers based on predetermined information. Hence, it immediately connects the concerned agent. If no agent is available at the spot, it places them at the top of the waiting queue. 

Call Monitoring 

ACD helps the call center managers monitor agents' performance on the call. This information comes in handy later in coaching the agents to boost their productivity. 

Advanced Skill-Based Routing 

Its advanced skills-based routing looks at the incoming call's nature and connects them with the best agent that can better help the customer. This way, the customer's issue is resolved accurately and timely, resulting in a better customer experience. 

 

Deep Data Integration 

Various systems are often integrated with one another, which helps agents look at the caller's history like their previous issues, account details, etc. It results in more meaningful conversation, and customers can get a personalized experience. 

2.   Workforce Management 

Another core component of call center software is workforce management (WFM). It makes the complex task easy for you through intraday adjustment, agent scheduling, and workforce forecasting

Accurate WFM helps avoid unpleasant experiences, increase sales and reduce labor costs. Here is what you can get from this feature: 

Workforce Forecasting 

Workforce management software enhances forecast accuracy. Call center forecasting is a fantastic way to improve your employee's productivity and reduce financial losses. 

It identifies the total number of employees available in your call center and calculates Full-Time Equivalents (FTEs). Then it allocates the work to the agents depending upon their availability, skill, and experience. 

Artificial Intelligence 

Artificial Intelligence is the real game-changer, and modern call center software is often equipped with it. AI makes forecasting more accurate and more thoughtful. It checks out the historical volume data and then anticipates the future by choosing the best algorithm to get this job done. 

Intraday Reforecasts 

No matter how good a plan is, some unexpected things can come, and you may need to adjust that plan. If you don't make these changes timely, it will badly impact the customer experience, and your organization may suffer financially. 

However, good call center software is flexible enough to make the needed schedule changes and perform intraday forecasts. 

3.   Quality Management Analytics 

WFM helps you manage your workforce properly by putting the right people in the right place. However, not all the workers have similar performance. In fact, the same employee can show different results from hour to hour. 

That's why it's mandatory to measure and monitor the performance of your agents. Modern call center software have a quality assurance process that automates the process of: 

  • Identifying problem areas 
  • Analyzing agent performance 
  • Continuous improvement 

Thus, they make it super easy to automate the process, improve customer experience and engage agents. Here is what you should look for in such software: 

Screen Recording 

The center software should be able to record the screen. This way, managers can hear and see the whole process of the agent's interaction with the customer. 

It helps reviewers get an idea about the agent's thought process and analyze how effectively he dealt with that conversation. This information can be used to improve the agent's performance and customer experience. 

Easy Coaching Process 

Quality management analytics will be of no use if you don't coach your agents effectively. Good quality management software simplifies the process of agent coaching and measures the effectiveness of each coaching session. Ultimately, it helps you to improve employee engagement and retention. 

Conclusion 

Features like automatic call distribution, workforce management, and quality management analytics do wonders for your call center when used in combination. You’d be at a severe disadvantage if you are missing out on such software. 

If you choose call center software containing all of the functions mentioned above, you are all set to make massive improvements! 



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