Call centers offer various services, including handling high volume phone calls, telemarketing, customer service, telesales, etc. The centers have specialized phone systems so they can manage all these functions and ensure maximum productivity.
The phone systems are a vital part of call centers. Without integrating high-quality phone systems it is not possible to provide the support expected from a call center. To choose the best one, make sure you take a close look at its features and ensure they are perfect for the services you are looking to provide.
Mandatory Call Center Phone System Features
Understanding the crucial features of phone systems used in call centers is essential for running a successful call center.
Here are some of the mandatory features a phone system of a call center must-have.
The term call control refers to the functionality of handling calls like mute, hold; hang up, transfer and conference. The progressive call center software offers these features in the browser, allowing the agents to handle calls with a simple click of the mouse.
Telephony is an essential feature of call center software. Its purpose is to ensure seamless communication between two people. It is the center of a call center because its services aim to ensure high-quality, seamless communication.
Interactive Voice Response (IVR)
It is a common and useful feature of call center software. The feature identifies, segments, and routes callers to the waiting queue, or relevant agent or department. IVR is perfect for call centers that have field different types of calls or unique teams.
Automatic Call Distributor (ACD)
ACD is an essential part of call center software because it offers crucial functions. It allows routing incoming calls to the most suitable agent. It acquires usage data such as call duration, call volume, waits time, calls handled, etc. ACD makes it possible for managers to engage in call conferencing, whisper coaching, call monitoring, and call barging.
Business Tools Integration
Progressive call center software has business tools that offer comprehensive information about the callers. Some of the common business tools integrated include e-commerce platforms, CRMs, marketing software, chat systems, and helpdesks.
Once the additional features are integrated the call center software displays the client’s previous purchase history, chat transcripts, cases, voicemails, phone calls, support tickets, notes, voicemails, etc.
The integration of business tools offers two-way synchronization of data which makes it easy to update the data. It allows agents to provide high-quality service, ensure streamlined workflow, and prevent the entrance of redundant information.
It is a dialer that automatically calls more than one contact simultaneously before an agent is available. The call is transferred to a free agent via a predictive dialing feature. It is a valuable feature for outbound sales teams. It makes it easier to contact more leads, quickly and efficiently.
Historical reporting is an excellent feature because it displays metrics of call centers in the manager and agent dashboard. The metrics it displays include the number of calls in the queue, service level, longest wait time, abandonment time, etc. Real-time reporting is highly valuable for managers and agents as it helps them in making better decisions based on the latest information.
Every call center needs skills-based routing because it allows them to optimize the service they offer to the callers. The feature sends the calls to specific teams, agents, or departments based on customization rules.
Skills-based routing is the perfect way of ensuring the callers are routing to the most suitable and qualified agents for satisfying the caller’s queries and meeting their needs.
Historical reporting can display metrics from any defined time in the past. The metrics it displays include wait time, abandonment time, and service level, call volume, handle time, etc. It is a useful feature for making better staffing decisions, assessing the performance of agents, departments, and teams, and scheduling agents.
The description of the outcome of the call is known as the disposition code for example follow-up required, not interested, refund requested, etc. Once the agent applies it, the codes appear next to the profile of the caller.
The feature also allows the managers to view metrics for each disposition code. The codes are a simple and easy way of labeling calls and keeping the team on the same page regarding the outcome of the call.
The features of the call center phone system determine how the call center team interacts with customers. To offer the best services it is crucial that call center software solutions have the best features and you will be able to satisfy your customers.