A call center is the backbone of a customer service-centric business. The call center is the first point of contact between customers and your business. Though there are multiple ways to connect with customers ( ), a phone call continues to remain as a customers’ preferred way of connecting with your business.
If you are looking to purchase a call center system, make sure it has the following five crucial features necessary to deliver exceptional customer service.
1. Call Queuing
Since the call volume keeps fluctuating, it is not always possible for your reps to answer incoming calls immediately as they could be busy with helping other customers. The call queuing feature ensures the customers do not receive a constant busy tone which can negatively influence the customer experience.
The call queuing feature helps inform customers about the approximate wait time and their number in the call queue. This helps reduce the numbers of missed calls and improve the experience.
2. Call Monitoring
Sophisticated call centers have multiple tiers of customer support teams and full-time supervisors. If your business has such a call center, you would want a feature that would help supervisor monitor calls for quality control and training. The call monitoring feature allows supervisors to protect or help customer service reps confront abusive customers.
3. Interactive Voice Response
Interactive voice response capability helps the call center system route calls to the right team of CSRs. The purpose of the IVR is to take input from the customers, process it and return results.
4. Call Recording and Call Tagging
Call recording is an essential feature that allows organizations to listen back to any calls when they feel the need to. For example, financial institutions need to record all communications with customers to demonstrate compliance.
Also, recorded conversations can be used as an evidence to settle disputes. Call recordings also help in maintaining a positive relationship with customers by helping the management take the right decisions based on evidence and not on speculation.
Your call center agents might answer hundreds of calls every week. The call tagging feature provides an easy way to sort calls and help supervisors in follow-up with the agents. Using the tagging feature, supervisors can add notes to the calls while monitoring that can be useful for analysis.
5. Robust Search Function
The robust search feature is a time-saving function that can help supervisors scan through recordings and find tagged calls. It can also help in sorting calls by caller id, agent name; number dialed, station number, or by time called. The ability to pull call recordings from the database gives supervisors more control over the feedback process.
With the right features, your call center system can optimize call center operations and also help your organization deliver exceptional customer service ( ) that will go long way in building your brand.
Do you know any other features important in call center telephone system? Please feel free to comment.