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Improve Customer Service and Cut Costs by 40%
Deliver top-notch support around the clock, optimize performance with deep analytics, and instantly connect callers to the right agent.
Trusted by 4,000+ companies worldwide
What Is a Call Management System?
Call management software organizes inbound calls and directs them to the best or most available agent or department based on preset rules. It ensures efficient directing through Interactive Voice Response (IVR) menus and call routing.
The benefit we value the most is the call routing. With the IVR, we route customers to agents who speak their language. We can also distribute calls based on the customer’s stage in the booking process, giving higher priority to those clients who are picking up their cars.
How Does a Call Management System Work?
When a customer calls, the call management system analyzes details like the caller’s number and reason for the call. It then routes the call to the best available agent based on their skills, availability, and call priority. IVR menus also let callers choose the department or agent they need, providing options and collecting information before directing the call.
The upsides of using CloudTalk are numerous. Firstly, its extensive call management features, such as call routing, call recording, and IVR, empower us to provide exceptional customer service. The real-time analytics and reporting capabilities enable us to make data-driven decisions and continuously improve our communication strategies. Additionally, CloudTalk’s integration with other business tools, like CRM systems, enhances our workflow and ensures a seamless experience for both our team and customers.
Benefits of a Call Management System
Improve Customer Experience
Cut wait times and direct calls to the right agents quickly, reducing frustration and enhancing customer support.
Slash Costs
Efficient call routing reduces agents’ time on calls, allowing them to resolve issues faster and handle more inquiries.
Reduce Missed Calls
Routing incoming calls to available agents ensures that calls are addressed from the start, reducing the likelihood of missed or dropped calls.
Key Call Management System Features
Plans worth every dollar
Get Top-level 24/7 Support
Get your issue addressed within seconds. Our support is active 24 hours a day, 7 days a week, with <1 minute response rate.
Flexibly Adjust Seats
Add and remove seats with full flexibility as you grow. There’s no need to change the calling software every time your team expands.
See Instant ROI
Reach excellence thanks to 100+ productivity features. CloudTalk empowers IT & Operations Directors to achieve strategic objectives.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
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Related Content
FAQs
What to look for in call management software?
When choosing call management software, look for features like robust Call Routing and Call Transfers to ensure efficient call handling. Prioritize integration with CRM systems for seamless data access. Ensure it offers detailed analytics to track performance and choose user-friendly interfaces. Lastly, consider scalability to accommodate your business’s growth.
Why does your business need call management software?
Call management software improves efficiency and customer service by optimizing call routing, automating tasks, and enhancing call handling with features like Call Queuing and Call Recording. It boosts productivity, supports team collaboration, provides valuable analytics, and is cost-effective compared to hiring more staff, helping businesses stay competitive.
How do you manage business calls on your mobile device?
To manage business calls on a mobile device, use call forwarding to direct calls to a dedicated line, enable voicemail with a professional greeting, schedule call times to avoid interruptions, and utilize call management apps for organization and screening.
What is a call management CRM?
A call management CRM (Customer Relationship Management) system integrates call handling with customer data. It tracks interactions, logs call details, and stores contact information, helping businesses manage and analyze communication with clients more efficiently. It often includes features like call recording, reporting, and automated follow-ups.
How to set up a call management system?
To set up a call management system with CloudTalk, follow these 4 steps:
1. Sign up and download the app for agents.
2. Add agents, configure call queues, and define business hours using the web-based admin interface.
3. Configure call flows and pre-recorded messages.
4. Review performance analytics, integrate with tools, and use features like Call Recording to improve call center operations.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
