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Best-of-breed call centre software: What’s it all about?

by on October 23, 2019 in Business, Latest News, Lead Article, News you can use, Nuggets, Small Business, Startups

Best-of-breed call centre software: What’s it all about?

Best-of-breed tech, is well, exactly that. It’s the creme de la creme of technology. But, when it comes to call centre software, what does that actually entail?

Let’s explore three features all call centre solutions need for it to be considered best of breed.

Workforce Optimisation

Not only should a contact centre solution help provide consumers with customer support, but it should also help you optimise your workforce.

Only the best quality programs provide the tools you need to enhance productivity and bolster employee engagement. The more basic solutions don’t bother with these kinds of features. But, if you want to make the most out of your workforce, these tools and insights are imperative.

With this info at your disposal, you can use concrete data to fuel your HR strategy, internal comms, and set realistic targets for your employees to achieve. Over time these insightful analytics will help you get the very best out of your workers, and hence, you should enjoy a higher profit margin.

Omnichannel Communication

These days, customer support has never been so integral to the successful running of your business. Part of delivering high-quality customer service is offering consumers a variety of ways to contact you.

As such, your contact centre solution needs to step up to the plate by integrating and supporting all of the following lines of communication:

  • Traditional telephone calls

  • SMS text messages

  • Email

  • Online live chat

  • Social media communications

  • Mobile interactions

Contact centre software will provide agents with one centralised hub where they can access and manage any and all of these lines of communication. This makes keeping on top of things much easier than having to monitor each channel separately.

Sophisticated Features for Handling Inbound Voice Calls

Any contact centre program worth their salt will offer features that empower you to do all of the following:

  • Match the best possible agent to handle the customer query.This helps to ensure the issue is dealt with as quickly as possible, which should improve the overall customer experience. The routing of your callers should be based on contact centre statistics, customer preferences and any other information deemed relevant to the query.

  • Queue calls for specific teams, specific customer support agents or the entire employee population. You should have the option of controlling this to help meet service level agreement targets and optimise the use of your resources.

  • Offer callers both a wait time as well as their queue position.Your callers should be notified with this info from the get-go. If your customer decides that it isn’t worth the wait, give them the option of scheduling a callback when things are quieter.

Your software should permit you to use any combination of routing and queue types. This flexibility is crucial for successfully implementing and testing different customer support strategies.

Find the Best for Your Business

Before investing in a call centre solution, it’s important to find the best one for your company.

At the very least, it should offer workforce optimisation, omnichannel communication integrations and advanced features for managing your inbound calls.

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