Providing great customer service is important for every business to survive and thrive in the competition. However, responding to every client's query can be challenging when it comes to handling calls.
Customers demand exceptional service while companies lack call agents to answer them immediately. Call center software is a solution for businesses to improve their services. The software allows agents to respond to urgent calls in a timely manner while improving their productivity.
A call center is essential for every business to handle all customers related inquiries. It’s so much more than a tool to pick up calls at times and provide clients with good service. The call center provides a seamless operation where you can track, monitor, and manage every call with your clients.
Customer agents often feel overwhelmed when they receive tons of calls during the day, thus, hindering productivity. Many clients would request an urgent appointment that even agents can't fulfill quickly.
That's the reason why many companies have considered using call center management to improve their service operation and offer a better customer experience. This tool helps your business restructure the day-to-day call in order to engage with customers.
A call center software facilitates the things that the company needs the most. It assists your call service agents through a well-scripted narration and some features, such as monitoring calls, routing, and recording incoming and outgoing telephone calls to boost productivity. This software can lessen the agents' workload and make it more efficient with its beneficial features.
Call Center Duties
Although it's pretty evident that every call center handles things like receiving and managing inbound calls. There are many responsibilities that call center agents to pay attention to in their daily job.
- Replying to queries.
- Answering inbound calls.
- Responding to emails.
- Responding to support tickets from a web form.
- Interacting in live chats.
- Performing outbound calls.
They also have to deal with some technical and marketing issues over telephone calls, making it even challenging for this particular job.
- Inbound & outbound sales
- General inquiries
- Technical support
- Appointment booking
Considering the vital role of call center agents, it becomes important to outsource call center software to help them deal with the work. The software can manage calls better and lessen the demanding work.
The Advantages of Using Call Center Software For Business
Reflecting on the challenging job call center agent would face day-to-day, you might decide to incorporate software to help with your business. Here are the top eight benefits of using call center software you should know.
#1 Improve Customer Service Management
Your call center number is there for a reason. It's the first contact line for whenever customers face an issue regarding your product service. Or for whoever needs your professional assistance.
When customers make a call, they will expect immediate help from your side. No matter what time it would be, they demand the fastest solution possible. Customers require you to answer queries the time you pick up the call.
However, when there are heavy calls here and then, it isn't possible to respond to all queries in a timely manner. Agents may suffer from neverending demands, resulting in a less customer experience. With call center software, you can fulfill all clients' requests professionally. The tool works 24/7, which makes it great to compliment the work of your call center agents.
#2 Enhance Productivity
Every company strives to optimize productivity from producing products or services to offer exceptional customer experience. In this case, customer services require a great deal of time dedication. Clients would request queries in their timeline, which means 24/7.
However, call center agents won't be available in that exact time manner. It requires a long-time training process for them to get used to the work. Incorporating call center software can help you cut through the issue by providing a full-time service.
The software enhances your productivity and allows every client to receive their request efficiently. It can manage every query, like ticket support, sales, appointment setting, and technical issue, in a seamless manner. Eventually, you have helped your call agents improve their productivity at work.
Instead of employing many customer agents to deal with many calls, you can reduce the cost by getting call center software. With the software, you will receive beneficial features that work 24/7. You won't be thinking about unanswered calls during the hectic day, which is often the case of subpar customer service.
Investing in call center software means a huge benefit as you will pay for a single tool in exchange for many features. You don't need to employ people for a service that software can do a lot for you. Moreover, you won't provide a vast space for the employee when you have call center software instead.
Not to mention that call center software is built-in with features to route calls and measure call metrics. Ultimately, you won't need additional service for this purpose.
#4 Build A Professional Image
Did you know that customer service calls can determine the image of a whole company?
If customers make a phone call and get the answers they're looking for effortlessly, they will perceive the business as a professional company. In other words, a professional customer service call shows the seriousness of your company.
Call center software can automatically direct and respond to a call in a professional manner. It's designed to serve customer service much effectively. For example, a response to a call telling clients to wait while an agent will be in touch shortly will make your business look more professional.
The graph above explains the key factors that determine customer service excellence. It shows that having an immediate response is the most important point in achieving customer satisfaction. And more than 40% of clients would prefer professional assistance to solve their issues quickly. This data implies the critical role of call center agents in bringing customer experience.
#5 Increase Sales Deals
Call center software can also make a great marketing tool as it responds to all inbound sales queries. If you fail to answer the calls, suppose it was a sales call, you will lose the opportunity to get customers.
That's because 90% of voice calls never return, which means the chance of getting important queries will decrease. Imagine if this were customers about to purchase your product or service, you wouldn't hear them calling again in the future.
Having an available 24/7 customer center call can increase your sales deals significantly. People expect a quick response from your side, mainly when it deals with product information. A full-time answering service allows your business to connect with potential customers effectively. You can collect more leads and close more deals if you engage directly with them through a 24/7 call service.
#6 Identify Urgent Calls
Prioritizing calls is vital for a business to develop customer loyalty and increase customer experience. With call center software, you can identify call urgency right away. When clients contact your customer support, the software will provide a sequence that tells the clients' needs by entering a specific number, for example.
From this step forward, you will know which calls need to be prioritized first. Call center software provides this information for you to make logical order. That way, agents can immediately respond to those who need fast answers.
Eventually, you don't need to worry about determining which calls are the most urgent. Through call center software, you have your clients' list ready to respond. At the same time, the software will ensure other calls in the queue so that you won't lose any important calls in the process.
#7 Exceptional Customer Experience
People prefer a company with customer line support that they can reach at any time. When they purchase a product or service from your company, they expect to have a contact whenever they face some issues, like defecting items, undelivered product, and so on.
Customers won't spend much time writing an email referring to their problem. In fact, they need an immediate response where they can address the issue directly. This is where call support comes in handy. It offers the ability to connect with a brand's representative in a timely manner.
When customers make a call, they expect a live response from your company. They won't be happy dealing with a voicemail box or unanswered call. The call center software prevents them from having such experience. It shortly responds to clients' calls while giving them time to connect with the agent. That way, customers will be satisfied with the professional assistance from your business.
#8 Boost Security
Customers' data are like a treasure for every business. It contains useful information, such as product preference and shopping history. However, keeping your clients' information can be challenging, especially if you don't have a security system or backup system to protect the data.
Call center software often comes up with features like instant cloud backup. Whenever you receive customer calls, the software will immediately secure the information on its system. You don't need to worry about losing clients' information that will help your business make a further improvement.
Not to mention that you also won't need to employ professional agents to secure your call information when the software has handled on its own.
Call center software is very much needed in every business to improve work productivity. It helps call agents manage all the incoming and outcoming calls by tracking and routing them. The software also provides features to handle diverse clients' requests, such as general inquiries, technical support, complaints, and sales calls.
The perk of call center software is that it works 24/7, providing a great customer experience in a professional manner. It boosts the chance of getting essential queries, like product purchase, at times when call agents have an issue responding to all the calls.
Not only is it less costly compared to having many people employed, but it also provides a lot of benefits that a business can gain from. Investing in a call center service is critical to developing a professional image where customers perceive the company's line service as the best representation.
Andre Oentoro is the founder of Breadnbeyond, an award-winning explainer video company. He helps businesses increase conversion rates, close more sales, and get positive ROI from explainer videos (in that order).