You don’t really build a business. You build people, and then people build the business.
And when it comes to developing a business like a call center, the importance of call-center software is endless. Outbound calls are crucial for your sales, while inbound calls help retain customers.
Not only this, but inbound calls also help you improve sales because they are one of the best ways to get repeat clients. No matter how good your company’s product is or how updated your tools are, if you fail to serve your inbound Clients properly, there is a high chance that you will lose your future potential customers.
It is because people share the negative experiences more readily than the positive ones.
And! To ensure a better inbound experience, You need to go for inbound software that comes with the latest features that comply with the needs of the clients.
In this blog post, we’ll shed light on some of the cool inbound call center software features that can really help you boost your inbound sales. Keep reading the post right till the end to know more!
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What Is An Inbound Call Center Software?
Inbound call center software is nothing but an application that helps you to handle your inbound calls efficiently.
The software can get you important details like the date, contact history, purpose of the contact, and relevant information to help you solve the customer query. It also includes many more important latest features that can help increase inbound sales.
1. Call Recording And Reporting
Call reporting, monitoring and analytics are extremely crucial whether you are running an outbound or inbound call center. It is because getting feedback on how your strategies and operations are going lets you serve better.
It also helps you to optimize your operation and increase the efficiency of your inbound calls. Once you carefully analyze all the data and metrics provided by the software, you can easily make data-driven changes to your business workflow.
The reporting should not only be limited to real-time automated reports, but you should also go for a post-call survey to get feedback from your clients.
On the other hand, call recording, which is a very common feature nowadays, helps you to learn about the needs of your clients better and increase your agents’ productivity. Not only this, but this feature also helps you to train your agents better.
2. Interactive Voice Response IVR
Now, for you to make the IVR utilize properly, you first need to configure a set of scenarios for which you want your customers to self-direct.
Some examples of IVR configurations are press 1 “to know more about your services,” press 2 “to know about your position in the line” press 3 “if you want to subscribe to our newsletter,” or any other informative message that can help the users to get self-service.
However, for an inbound call, configuring the questionnaire smartly for IVR is extremely important.
3. Speech Analytics
This is one of the latest inbound call software features that is gaining rapid popularity and improving customer satisfaction.
What this feature does is it incorporates the use of artificial intelligence to sift through the audio data of the client, find the relevant keywords that the client spoke, and finally analyze the sentiment of the customer.
Not only this, but this feature also notifies when it detects any adverse sentiment of the customer. Therefore, agents can take prompt actions to improve the conversation of the call or eliminate the things that can make the situation worse.
4. Live-Call Transfer
Often, we get inbound calls when our agents do not have sufficient expertise or need more assistance from another agent.
Also, there are times when an agent gets confused and cannot address inbound calls.
How would you serve if you fell into such a situation?
Well, the answer is the live call transfer feature. This lets you invite another agent who has more knowledge about the problem.
You can transfer the call without disconnecting it. Some inbound call center software also offers warm call transfer features where the customer will get to know about handing over the call Prior to the call transfer.
The feature lets you improve customer satisfaction rate while reducing the wait time to deliver service.
5. Dynamic Scripting
There are often serious times when agents do not feel confident or can’t figure out how to deal with the inbound conversation.
That’s why you need your software to have the latest scripting capabilities, which can help you adjust the conversation accordingly and also reduce onboarding time.
This will help them interact with customers more professionally while helping you improve customer service levels.
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6. Skill-Based Routing
Now, this feature helps save time for both clients and agents.
How?
This is because the inbound call center software will automatically route and distribute the calls to the agents who have relevant expertise on the subject matter of the inbound call. Meanwhile, some software companies also offer IVR while the call gets routed to the most appropriate agent.
7. Call Back Reminders
Inbound call centers that need to handle a huge volume of calls each and every day must have this feature in their inbound software. This gives the agent a reminder from the customer and helps them to follow up better.
What this feature does is it enables the customers to request a call back when they don’t get any available agent.
This, in turn, reduces the chances of getting abandoned calls while streamlining the experience of both client and agent.
8. CTI Screenpop
CTI, or computer telephone integration, allows you to connect to the functionalities of the phone with your computer.
The CTI integration also helps you to turn your desktop or laptop into a virtual call center.
Then, with the help of a CTI screen pop, your agents can get an instant view of the current client’s information. The information is as valuable as the purchase history and customer case study summary, which helps you to understand their problems better.
This lets your agent tailor more personalized calls and provide better customer support.
9. Automatic Call Distribution ACD
This feature of the software ensures that all of your inbound calls get answered.
What it does is it automatically routes calls efficiently to the next available agent, ensuring that your inbound leads are served promptly.
Therefore, it’s a no-brainer that this feature also helps improve customer satisfaction.
FAQs
What Are The Functions Of Call Center Software?
- Interactive voice response
- Call back reminders
- Call center analytics
- Call recording
These are some of the common features that can help automate the flow of inbound calls.
What Are The Features Of The Contact Center For Better Services?
Some notable contact center features for better services are:
- Short response time
- Personalized interaction for every client
- Omni channel support
- 24/7 support team
- Interactive voice response
Wrapping Up: Inbound Call Center Software Features You Must Have!
And that was all of it from us today on inbound call center software features you must have.
The features that we carefully curated for you not only improve your team’s productivity but also increase the levels of customer satisfaction.
So, the next time you are up to purchasing inbound call center software, don’t forget to check out our article to learn about the latest features you should have.
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