15 Cal Center Software Must-Haves
Cal Center managers looking to be at the top of the game should leverage the tools to do so. But how do you know what the best tools are? This post lists the top 15 tools that a progressive cal center cannot afford to work without. If it is on this list and you don’t have it, you are definitely missing out.
Interactive Voice Response (IVR)
Every industry would have a few interactions that are common and which can be automated. With increasingly mobile consumers wishing to manage their own interactions, IVR has helped in automating routine interactions and reducing the cost of operations.
Automatic Call Distributor (ACD)
ACD wil help leveling cal spikes and optimal y managing cal center employees by effectively directing cal s to available agents improving customer experience and reducing agent idle time.
Predictive Dialer
Predictive dialers intel igently dial outbound cal s to customers based on inbuilt algorithms, placing the cal when an agent is available and at the best possible time. This has a measurable impact on agent productivity and cal ratios.
Skill Based Routing (SBR)
SBR routes cal to specific agents based on business rules, agent skil set, and/or customer preference. This reduces cal transfers to a great extent, which minimizes the cost of operation and improves First Cal Resolution.
Call Recording
Cal recording automatical y records cal s and stores them to be played for a later time. This tool can help managers evaluate agent performance during a cal , and tweak them to be better.
Click-to-Call
Click to cal tool al ows agents to easily place an outbound cal by merely clicking on the phone number.
Screen Pop-ups
This tool automatical y displays the cal er information in the agent’s screen as soon as a cal is connected. This helps the agent to have a preview of the customer, without having to swap multiple applications
Real-time Reporting
Real-time reporting displays metrics (cal rates, agent idle time, customer holding time, abandonment rates, etc) in real-time. This helps managers to make data-driven decisions that can have an immediate impact.
Historical Reporting
Historical reporting tool al ows managers and supervisors to track the performance of their campaigns, departments, agents, etc to gain a comprehensive understanding of their performance. This helps them in accurately forecasting cal volumes and staff their agents accordingly.
Voice Broadcast
This tool helps cal centers to effectively communicate to a large audience by simultaneously placing an automated cal to every contact in a targeted dialing list.
Workforce Management (WFM)
WFM tool helps managers in predicting cal volume fluctuations and staffing agents accordingly. Understaffing wil result in high
abandonment rates and customer frustration, and losing business and overstaffing results in a huge waste of money.
Business Tool Integration
Cal center software with API that are capable of integrating with third-party applications al ows cal centers to leverage advanced business tools with synchronized information across the entire system.
Local Presence Caller ID
Local Presence Cal er IDs customizes your outbound cal er IDs with local area codes increasing your connection rates. When agents match their cal er ID to the local area code of the contact they are cal ing, the contact wil more likely answer the cal , or return the cal if he fails to answer.
Automatic Machine Detection (AMD)
AMD tool helps dialers in identifying answering machines when the cal is connected. This tool enables the system to connect the agent to the outbound cal only if a human voice is heard at the other end of the cal . This increases the productivity of the agent extremely, because most of the cal s made by cal centers are answered through answering machines.
Multimedia Integration
Multimedia Integration al ows cal center agents to communicate with customers in their preferred mode of channel (Email/SMS/Chat/Cal /Social Media). It empowers your agents to handle all types of customer interactions across multiple communication channels.
Cal Center managers ought to leverage advanced tools and technologies to be the best-of-the-best in the industry. The top 15 tools in the list should be a benchmark for organizations and managers when selecting the right cal center software.